Team Lead: Production Support

2 weeks ago

Parktown North, Gauteng, South Africa PPS Recruitment Full time

Job Advert Summary:

Reporting to Senior Manager:
Business Analysis,

Team Lead:

Production support is responsible for ensuring that information around system inadequacies, inefficiencies and incident management are communicated timeously to key stakeholders and the Business Support Lead.

Provide end to end information throughout the life cycle of the incident resolution process within service level agreement.

Minimum Requirements:

Education:

  • Information Technology Diploma or
  • Bachelor's degree in a Computer Science
  • Business Design and or Business Analysis diploma (Advantageous)
  • ITIL Incident Management (Advantageous)

Experience:

  • 5 Years Work Experience in a either Production Support and /or Business Analysis / or Testing role within financial industry.
  • 13 years team leader experience
  • Process management experience

Knowledge and Skills:

  • Process Management Knowledge
  • Understanding in implementing problem management / incident resolution methodologies
  • Understanding of Systems development Life Cycles
  • Ability to influence and understand IT dependencies and inter dependencies to ensure that Priority incidents are sequenced for resolution and deployment.
  • Understanding the IT landscape

Competencies (maximum of 8):

  • Process orientated
  • Results orientated
  • Relationship building
  • Business acumen
  • Problem solving
  • People management
  • Improvement orientation
  • Effective communication
  • Process optimisation
  • Quality orientation
  • Customer Service
  • Detail Oriented
  • Analysis

Duties and Responsibilities:

  • Drive and maintain the support team's performance and managing business delivery.
  • Ensuring the business SLA are reached with a key focus in delivering exceptional service.
  • Responsible for the completion of quality Incident management documents so that these can be further referenced in the future.
  • Responsible for formulation of good analytics around incident turnaround times and the classification of problemsolving complexity.
  • Working with crossfunctional teams to deliver exceptional service to all customers according to the published service levels and quality standards.
  • Cultivate a performance driven team collaborating with all the business units.
  • Implement and manage effective systems and practices.
  • Continuously analyse and interpret data to identify optimization opportunities, gaps and risks within the Operations area
  • Ensuring that the team is adequately skilled and trained to support all business units.
  • Accountable to ensure that all applicable incidents that have been reported which is relevant to the business requirement so that it is included as part of the overall business solution.
  • Ensure that all information relating to incidents, any technical documentation etc has been documented and stored appropriately.
  • Manage information related to incidents or issues, then determines the root cause of the problem and devises solutions to resolve the business user's issue.
  • Manage the flow of incoming support requests and escalate issues to other IT specialists (internal and External).
  • Monitor incident management and receiving incidents and requests from endusers, analyzing these and responding to the end user with a solution or escalating it to the other IT teams.
  • Train and provide post implementation build support to Business Stakeholders
  • Provide end to end information about respective incidents to stakeholders throughout the life cycle of the incident resolution process.
  • Leverages on Business Analysis and Testing knowledge from the broader team to ensure that all documentation is obtained for problem resolution

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