Position at DNEG
Job title : Tech Shift Lead
Location : Mumbai
Key Purpose of the Job :
The Technology department at DNEG isin charge ofthe smooth running of the entire IT infrastructure across our global network.
Tech Support provides technical and application support to all employees in our studio. Support includes diagnosis and resolution of issues arising from production applications including Maya, Nuke and Houdini.
Support is provided to all employees via telephone, email or in person once a ticket is submitted and it’s Tech Support’s responsibility to track all tickets and issues through JIRA.
The Tech Support team is also relied upon to diagnose and resolves problems that arises and to reach out to third party vendors if needed.
This is an opportunity for an enthusiastic individual seeking a Lead IT support role within a creative and unique environment.
You will lead one of three shifts, together providing 24 / 7 support coverage to our Global facilities.
Be an escalation point for the rest of the team for resolving technical issues.
Be a primary point of contact for sites in other locations globally.
Ensure that tickets are actioned in a timely manner by monitoring status of tickets, following up with team, and reassigning if necessary, flagging any required escalations to the Service Desk Manager.
Assist in the success of the department by mentoring junior members of the team and working to continuously improve communications among our global teams.
Serve as the point person for Tech Support in JIRA and manage the triage of incoming tickets to the rest of the team or the other Technology departments as appropriate, based on the request type and degree of urgency.
Manage the handover between Service Desk shifts ensuring a seamless and continuous level of support.
Motivate team to follow the highest level of customer service in all forms of communication.
Configuring and equipment and software.
Diagnosis and resolution of technical problems and issues with production applications including (for example) Maya, Nuke and Houdini.
Provide support via phone, email and ticketing system.
Reach out to third party vendors or escalate to 3rd line support if needed.
Must Have :
Previous team management experience.
3 - 5 years of experience working in a Tech Support team.
Experience working with Linux.
Degree in Computer Science, Computer Engineering or equivalent experience.
Excellent communication skills and the ability to communicate effectively with non-technical people.
Ability to triage issues, with a high sense of urgency.
Ability to break down and resolve problems.
Comfortable mentoring and teaching others
Professional working attitude.
Nice to Have :
Experience with creative applications such as Maya, Houdini or Nuke.
Experience supporting G-Mail, Google Workspace and G-Suite.
Experience of VFX industry and processes.
Needs to Be : Natural leader.
Work well under pressure and in a fast-paced environment.
Good time management and priority handling skills.
Enjoy helping people.
About Us :
We are DNEG, one of the world's leading visual effects, animation and stereo conversion companies for feature film and television, with studios in London, Vancouver, Mumbai, Los Angeles, Chennai, Montréal, Chandigarh and Hyderabad.
We are DNEG, one of the world's leading visual effects, animation and stereo conversion companies for feature film and television, with studios in London, Vancouver, Mumbai, Los Angeles, Chennai, Montréal, Chandigarh, Hyderabad and Goa.