Lead, Global CRM & PMA Tech Support

Mindmatch; León; Híbrido; EUR 65.000 - 90.000; Jornada completa

Descripción de la vacante

Fifty5Blue is undergoing a major transformation of its Audience operations. We are redesigning our global operating model and processes, enabled by a new global CRM platform (Microsoft Dynamics 365 – Customer Service and Field Service) and the Panel Member App (PMA).

The Tech Support Lead will shape the support capability, lead a Senior Developer and an external team, and drive improvements across monitoring and deployment processes.

Responsabilidades

• Lead management, development and day-to-day L2/L3 support operations across CRM, Panel Member App and integrations in a live production environment
• Drive incident triage, prioritisation and resolution across a high-volume, reactive operational landscape
• Diagnose and resolve complex issues across distributed systems (CRM, mobile, APIs, backend and data layers), using logs, monitoring tools and telemetry, and perform root cause analysis across application, integration, data, infrastructure or security domains
• Act as the primary technical interface with the systems integrator (Vendor Team), diagnosing issues and coordinating timely, high-quality fixes across platforms
• Engage with operational teams, Product Owners and regional stakeholders to prioritise issues and communicate clear root causes, business impact and resolution actions
• Support release cycles and environment stability across Dev, QA, UAT and Production, identifying and resolving issues arising from deployments
• Ensure platform stability, performance and consistency during global rollout and post-deployment stabilisation.
• Shape and enforce development standards, code quality patterns, documentation practices, and the responsible use of AI-assisted tooling.
• Lead and mentor a Senior Developer (1 FTE) and an external support team (~6 FTE), building strong capability in diagnostics, troubleshooting and cross-system analysis
• Drive continuous improvement in support processes, tooling and operational performance, including effective use of monitoring and observability tools

Descripción del empleo

Fifty5Blue is undergoing a major transformation of its Audience operations. We are redesigning our global operating model and processes, enabled by a new global CRM platform (Microsoft Dynamics 365 – Customer Service and Field Service) and the Panel Member App (PMA).

The Tech Support Lead will shape the support capability, lead a Senior Developer and an external team, and drive improvements across monitoring and deployment processes.