Test Support Team Lead (Post Feature Delivery)

As a Test Support Team Lead at Cubic Telecom, you'll oversee a team of Test Support Engineers to resolve application and system issues during the testing phase of our software technologies. Key responsibilities include providing excellent technical support, preparing documentation for issues and solutions, and ensuring performance metrics are met. Additionally, you'll mentor team members, foster a culture of continuous learning, and collaborate closely with engineering and customer support to resolve complex challenges.

For the Test Support Team Lead role at Cubic Telecom, candidates should have 2-3 years of experience in Test Support or Application Support Team Lead at Level 2. It's essential to have ITIL v4 foundation certification, knowledge of Microsoft SQL Server, and experience managing remote global teams. Strong problem-solving abilities, communication skills, and attention to detail are vital for success in this role.

Cubic Telecom places a strong emphasis on professional development for its Test Support Team Leads. You will have the opportunity to mentor and onboard new hires effectively, guiding them through structured programs. Additionally, the company encourages continuous learning through training and development opportunities, ensuring that you and your team can stay updated on the latest technologies and industry practices.

At Cubic Telecom, Test Support Team Leads commonly utilize tools such as Jira and Confluence to capture and report issues, provide updates, and manage key project metrics. A working knowledge of programming concepts and SQL is also beneficial as it aids in troubleshooting and problem resolution, enhancing your team's efficiency.

Cubic Telecom offers a comprehensive benefits package for its Test Support Team Leads, which includes health insurance, pension contributions, employee stock ownership plans (ESOP), and various sports and social activities. Enjoy relaxing bits & bobs days to handle personal errands, along with annual office outings like summer BBQs and Christmas parties that foster team bonding and a fun workplace culture.

When answering this question, think about specific examples from your past roles. Highlight your leadership style, the size and scope of the team you led, and any challenges you overcame. Discuss how you motivated your team and drove performance improvements to achieve SLAs effectively.

In your response, focus on your problem-solving and troubleshooting skills. Mention your systematic approach: identifying the issue, gathering necessary information, implementing solutions, and performing root cause analysis. Providing an example will further illustrate your capability to handle such challenges.

Detail any onboarding processes you've implemented previously. Discuss structured training schedules, mentorship opportunities, and gradual exposure to responsibilities. Emphasize your commitment to building the new hire's confidence and skills for their role.

Share your communication strategies and tools, such as regular meetings via video conferencing, messaging platforms for instant updates, and collaborative tools like Confluence. Highlight the importance of fostering an open environment where team members feel comfortable sharing challenges and progress.

Discuss your background in tracking KPIs and generating reports. Provide examples of metrics you've used to measure success in previous roles and how you've leveraged this data to adjust processes or improve team performance.

Explain your method for prioritization—whether based on urgency, impact on customer experience, or alignment with business objectives. You might also mention how you involve your team in prioritization discussions, promoting a collaborative approach.

Discuss the importance you place on customer feedback and how it influences your team's procedures and solutions. Mention any systems you have in place for integrating this feedback into ongoing training and adjustment of support strategies.

Share a specific example where you encountered unexpected challenges. Focus on how you assessed the situation, communicated with your team, and adapted your strategy to ensure project completion. Highlight any lessons learned from the experience.

Describe your approaches for team-building activities, recognition of individual contributions, and encouraging open dialogue. Emphasize how you create a supportive team culture where everyone feels valued and engaged.

Provide an overview of the essential skills and traits such as strong leadership, excellent communication, technical expertise, problem-solving competency, and the ability to cultivate a culture of continuous improvement. Relate these attributes back to your own experiences as you discuss them.