Job Function:

Manage and maintain the support team and functions from both a resource and performance management perspective to ensure adherence to customer SLA's

Responsibilities:

• Acquire technical understanding of the application architecture and business processes to ensure that uptime is maintained with 100% data integrity
• Establish management relationships with customer representatives and customer outsourced vendors.  Manage expectations within these relationships.
• Manage the team ensuring that Customer SLA’s are met.
• Provide input, in terms of team performance in relation to SLA’s, to monthly reports.
• Manage incidents and provide feedback to customer management.
• Produce and review incident reports as required.
• Attend and provide input into weekly and monthly customer support meetings.
• Provide input into Customer’s capacity planning process, considering systems resources, database usage, short term and long term application needs.
• Provide input into Service Level Agreements and participate in annual reviews thereof.
• Plan and manage month-end and/or application specific scheduled activities and application releases.
• Be available after hours in order to manage customer management escalations.
• Manage and continuously improve support processes and procedures.
• Be responsible for the Support team resource planning and scheduling (including shifts and standby) to ensure SLA’s are met.
• Be responsible for the people management aspects of the team (recruitment, time management, performance management, motivation).
• Provide mentorship and ensure the development of support team staff.
• Interact with Senior Management on a Daily, weekly and monthly basis.
• Provide reports to Senior Management as and when required.

Education Required:

• 3 Year tertiary qualification

Experience Required:

• 3 years support management experience or 10 years IT support experience

Essential Competencies:

• Management communication and reporting experience
• Client liaison at management level
• Planning and management of deliverables in a managed service support environment
• Exposure to handling of challenging operational issues in a support environment
• Managing of skilled technical support resources
• Process improvement and optimisation
• Strong motivational skills
• Willingness to be available after hours where required

Advantageous Competencies:

• Self-starter, quick learner, takes ownership
• Proven team leadership abilities with excellent technical and interpersonal skills
• Strong communications skills both written and verbal
• Quick, effective problem solving
• Customer and service delivery focussed
• Previous working experience in an senior IT/Telecoms support role

Additional Requirements:

• Comfortable with working in the customer domain
• Adjust to the needs of a flexible working environment
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• Send a detailed copy of your CV to Bonita (bonita(at)recru-it(dot)co(dot)za)

Should you not be contacted within 7 days, please consider your application as unsuccessful.