German Speaking Ams Team Lead

ABOUT THE COMPANY

LITIT, a joint venture between NTT DATA and Reiz Tech, is a company with deep-rooted industry know-how, dedicated to innovation within the IT sector. Its primary focus is delivering high-quality solutions in the DACH region. With a commitment to excellence, LITIT combines the best of German precision, Japanese work ethics, and Lithuanian talent to provide unparalleled IT service and support to its clients.

ABOUT THE CLIENT

Renowned leader in the automotive industry, known for its commitment to innovation, quality, and sustainability. With a strong emphasis on advanced technology and digital transformation, the company is at the forefront of developing cutting-edge solutions that enhance the driving experience. They foster a collaborative and dynamic work environment, where creativity and forward-thinking ideas are encouraged. This is an exciting opportunity to be part of a team that is shaping the future of mobility.

ABOUT THE ROLE

As a Team Lead, you will initially take a hands-on approach, directly engaging in tasks typically assigned to junior consultants. This will ensure you are familiar with the team’s daily operations and challenges, allowing you to provide effective guidance as the team gets up to speed. Over time, as the team gains experience, you will gradually transition into a more managerial role, focusing on overseeing and mentoring your consultants. 

RESPONSIBILITIES

• Hands-On Leadership: 
  Initially, the Team Lead will actively participate in Incident, Problem, and Change Management processes, assisting with troubleshooting, ticket resolution, and providing support to ensure smooth operations. This hands-on involvement will help the team learn the tools, processes, and troubleshooting methods until they are fully equipped to manage tasks independently. 

• Team Leadership & Mentorship: 
  Train, guide, and mentor junior consultants in following ITIL best practices, handling technical tasks, and improving customer communication. 

• Technical Oversight & Support: 
  Ensure issues are being resolved according to agreed SLAs, providing hands-on support for more complex incidents and acting as an escalation point when needed. 

• Process & Documentation Management: 
  Optimize existing processes for incident handling and continually update and maintain technical documentation to support the team and end-users. 

• Stakeholder Communication: 
  Serve as the main point of contact between the customer’s teams and the AMS team, ensuring clear communication, managing escalations, and providing regular updates. 

• Operational Coordination: 
  Oversee the administration of daily tasks and technical jobs, ensuring workload is appropriately distributed. Manage shift and on-call schedules to ensure continuous support. 

REQUIREMENTS

• Experience in customer/technical support (AMS experience is a plus). 

• Strong problem-solving and proactive mindset. 

• Fluency in German and English. 

• SQL knowledge is a plus. 

• Willingness to handle on-call duty and night shifts. 

WHAT WE OFFER

• Learning opportunities with compensated certificates, learning lunches, and language lessons.

• Opportunity to switch projects after one year.

• Team building and victory celebration compensation every quarter.

• Office in Vilnius, Lithuania that offers themed lunches and a pet-friendly environment.

• Remote work opportunities.

• Flexible time off depending on the project.

• Seasonal activities with colleagues.

• Health insurance for Lithuanian residents.

• Referral bonuses.

• Loyalty days.

• Recognition of important occasions in your life.