Offline Team Lead

2 weeks ago

Cape Town, South Africa HR Genie Full time

Our client is looking for an Offline Team Lead to join their team. The primary purpose of the role is to lead the Offline operational team in support of the production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability. At the same team lead a team of Offline analysts to perform exceptional support service, with a customer centric backbone.

Responsibilities:

  • Technical Support

  • Drive and perform effective resolution of escalated issues via root cause analysis and effective resolution practices and / or providing concise feedback and reporting to all stakeholders.

  • Internal change requests are submitted and presented to CAB for approval.

  • Deployment of changes and trend analysis.

  • Provide 2nd and 3rd level support functions for the POS environment.

  • Ensure production platforms are reviewed periodically and maintenance and housekeeping are performed daily.

  • Identify enhancements / trend analysis to improve supportability, operability, and performance of systems.

  • Maintain the internal servers and perform day-to-day IT admin tasks.

  • Track and report incidents as well as performance statistics of Offline analysts.

  • Conduct SQL scripting and DB maintenance as and where required

  • Work in a team and independently and drive all support processes through Jira

  • Follow and enforce the company policies, e.g. Escalation matrix, communications, etc.

  • Implementation, validation and possible testing of software and patches

  • Customer Service

  • Manage the after-hours support schedule and be the main point of escalation for urgentissues

  • Drive and provide detailed communication of support requests to customers, in line with the customer Service Level

  • Agreement

  • Configure, troubleshoot, isolate, repair, and resolve all customer issues.

  • Ensure effective communication of planned and unplanned outages to customers and within SLA.

  • Ensure alerts or escalations to Internal stakeholders are done regularly and within agreed timelines.

  • Establish and maintain a positive professional relationship with customers.

  • Prepare and provide training and mentoring for support team members, including the deep dive analytical investigations for escalated incidents.

  • Adherence to SLA to ensure consistent and predictable service delivery.

  • Support tactical and strategic goals of the operations team and the company.

  • Work collaboratively.

  • Build a culture of respect and understanding across the Squad and organization.

  • Recognize outcomes which resulted from effective collaboration between teams.

  • Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organization.

  • Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.

  • Team Management

  • Through effective inspirational leadership, facilitate the creation of an accountable, full-service team who understand and strive to meet the needs of all stakeholders.

  • Role model behaviour and motivate team members in line with the core pillars and values of the company.

  • Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks, objectives and focusing on all aspects of sound people management:

  • Provide support and guidance on career path planning,

  • On-the-job training to direct reports

  • Mentoring

  • Self-Management

  • Set an example through personal quality and productivity standards and ways of working with others.

  • Demonstrate consistent application of internal procedures.

  • Plan and prioritize, demonstrating abilities to manage competing demands.

  • Building partnerships and working collaboratively with others to meet shared.

  • Situational adaptability

  • Business Insight

  • Applies knowledge of business and the marketplace to advance the organization's goals. E.g. shows considerable business insight, beyond the fundamentals.

  • Asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends.

  • Manage complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. E.g. quickly determine the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods, well.

  • Plan and Align

  • Plans and prioritizes work to meet commitments aligned with organizational goals. E.g. adopts a sequence of activities that allows for optimal efficiency and effective co

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