Senior Support Operations

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

IDEMIA Security Service Center is looking for Senior Operator to lead and handle daily operations during the night shift. As the Senior Operator you will be directly responsible for coordinating shift team and all activities on your shift. Security Service Center is a critical function within IDEMIA and you will directly contribute to it’s excellence in both service levels and value it provides the organization.

Your mission:

• To supervise, and actively participate in day to day activities during your shift;
• Provide customer service and support;
• Respond to escalation and support requests;
• Coordinate event management and lead initial incident management;
• Assist in appropriate certifications and inspections of the SEC;
• Monitor and track metrics and KPI’s for regular review;
• Work effectively in a professional, friendly manner with a diverse team;
• Adhere to policies and procedures;
• Contribute to a high-performing, friendly work environment.

To succeed on this position you should have following:

• Education:
• Bachelors degree in Computer Science, IT, or related field.
• Experience:
• previous experience in customer support, data operations, service desk for 2+ years;

Skills:

• Strong technical skills;
• Excellent communication, organizational and interpersonal skills;
• Ability to work calmly under pressure whilst dealing with multiple issues
• Familiarly with ticketing systems, ITIL practices;
• Ability to manage multiple tasks and prioritize requests;
• Knowledge of operating systems and office application;
• Basic understanding of networking protocols and IT infrastructure is an advantage;
• Understanding of using security applications is an advantage.
• Languages: English mandatory

The role is based in Riga, Latvia. It required working fully on site in the office at Varkalu Street 13, Monday-Sunday.