About Planet
Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.
We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day.
Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time.
Founded over 35 years ago, with our headquarters in London, we today have more than 2,500 employees located across six continents, serving our customers in more than 120 markets.
Role Overview
Planet is seeking a highly skilled and motivated Team Leader to join our global Application Operations Support team.
The successful candidate will play a critical role in leading, managing and driving the support for one of our critical back office applications, MAS. The role will oversee a team of Application Support Engineers providing them with leadership, mentoring and guidance and will work closely with the MAS Development teams and IT Service Management on incident management, handling and resolution.
Our payments backend ensures funds are delivered on time to merchants creating a seamless payment experience to the consumer.
It is a mission critical system that must reliably process millions of transactions within short time boundaries.
What you will do
Reporting to the VP, Enterprise Application Operations, you will be responsible for managing and leading the MAS support function that provides application support to internal and external users. The primary focus will be to be accountable for MAS application support, become the subject matter expert and manage the team, ensuring proactive monitoring is conducted, and issues are escalated accordingly. You will be the key point of contact for MAS Support and are required to communicate effectively and articulately to leadership.
Lead and manage the Level 2 MAS application support team, providing leadership, guidance, training, and performance evaluations.
Monitor and ensure timely response to support tickets and incidents
Oversee the diagnosis and resolution of application issues, escalating to higher-level support when necessary.
Self-motivated and detail-oriented team player with a desire to work on a team and mentor team members.
Develop and implement support processes and best practices to improve efficiency and service quality.
Collaborate with Infrastructure, Development, Operations, and other teams to identify and resolve root causes of issues.
Create, maintain and update documentation and SOP’s
Ensure excellent customer service and maintain high client satisfaction.
Identify trends and propose enhancements to improve MAS operations.
Analyze support metrics and generate reports to track team performance and identify areas for improvement.
Provide regular updates to senior management and stakeholders on service performance, improvement initiatives, and incidents in line with the established incident, problem and change management frameworks.
Provide regular service level reporting on the service against the established SLA’s & KPI’s.
Clearly articulate technical concepts to non-technical stakeholders, facilitating informed decision-making.
Who you are
Bachelor's degree in Computer Science, Information Technology, or a related discipline.
Proven Team Leader experience (6+ years) in a Technical Support, Service Delivery role or similar capacity.
Strong application and IT Support skills with solid Application and Database knowledge.
Excellent problem-solving skills and the ability to make informed decisions under pressure.
Experience working with SQL databases such as MySQL.
Willingness to work out of hours and on-call.
Proficiency in using service management tools and platforms.
Outstanding communication and interpersonal skills.
Excellent written and verbal reporting skills are essential.
Why Planet
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.
At Planet, we embrace a hybrid work model, with three days a week in the office.
Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.