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Manager: Technical Support
2 weeks ago
Business Unit
CPS
Department
EIS
Reports To
Senior Manager
Grade
M5 Core Description
To oversee and direct technical support for core infrastructure to transform IT and realise the digitalisation journey for our clients.
To lead the facilitation of operations architecture and IT continuity management for technical support team. Support best practices, deadlines, and quality control to provide enterprise level support to our customers/users Key Deliverables / Primary FunctionsManage the administration and maintenance of the environment, in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
Manage the identification and mitigation of operational risk within Infrastructure.Collaborate between and within BCX Divisions and establish and enhance relationships and network with partners, customers and vendors in support of market dominance.
Provide input into and track against the annual budget and forecasts within defined guidelines, directing and coordinating activities to achieve revenue and cost containment targets.
Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformationProvide input, develop and manage the implementation of process and procedures to maintain or recover the delivery of systems and services in the event of any physical, technical, or environmental disaster or major outage, providing continuity of service to customer
Participate in multiple, large scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements
5 years relevant experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.
OR
If the highest qualification is grade 12, 7 years' experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector. Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Span of Control
9
Level of Engagement
Technical Teams, Management, Internal and External Customers Special Requirements / Employment Condition Ability to work extended /long hours as and when required Workplace / Physical Requirements Hybrid Remote Worker Billable Full-time Client Based Position
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