Technical Operations Lead

4 days ago

Sandton, South Africa Mikyle Consulting Full time

**Job Role**: Technical Operations Lead

**Introduction**:
**Description**:
We are looking for a versatile Technical Operations Lead to provide technical assistance to International joint venture businesses in accordance with the agreed Service Level Agreement, which conforms to the customer model, supporting common standards and shared processes across multiple time zones.

**Start Date**: As soon as possible

**Responsibilities**:
Act as an intermediary and manage the interaction between the Client, Internal Delivery Teams and 3rd Party Vendors to provide adequate visibility of interdependent initiatives
Monitors vendor performance and adherence to standard operating procedures and appropriate policies to ensure compliance and drive improvement and adherence initiatives
Client and Executive reporting
Clear, concise and timely communication with emphasis on expressing technical issues in a non-technical manner to clients and executives
Conduct research to establish more efficient ways of performing day to day activities using new technologies or frameworks
Flexibility and willingness to support a 24x7 operations environment by working nights, weekends, and a rotation of On Call.
Defining and driving effective Continuous Service Improvement initiative
Produce and present regular reports on availability, capacity, service performance and achievement to the Customer and IT provider at an appropriate level
Ensure remedial action are taken to rectify identified issues or escalated incidents are attending too
Organise and maintain the regular Service Level review process with both the IT Customer and IT provider which covers the reviewing of outstanding actions from previous reviews on current performance, Service Levels and targets

**Skills**:
Drives Results
Values Driven
Optimistic
Learns on the Fly
Resilient
Instils Trust
People Savvy
Problem Solver
Leadership Skills
Manages complexity
Balances Stakeholders

**Knowledge**:
SDLC, ITIL (Incident, Change, Release, Problem Management), CMMI, Devops, BCP
An excellent understanding of practical Service Delivery

**Work Experience**:
3 5 years experience in a customer focused environment, preferably in IT, internet or software industry
3 5 years experience managing Vendor delivery in an IT organization
Previous experience managing a team in IT service delivery or development
Service Desk Management and Problem Management experience beneficial
Project Management experience beneficial
Experience in managing IT service delivery across multiple time zones
5 years or more of business focused definition of clients needs resulting in the implementation of appropriate technical solutions
Proven ITIL Service Operations and Transition Experience.

**Qualification Requirements**:
Bachelors Degree or Diploma in a related area such as Computer Science, Information Systems

**Job Type**: 12-month contract

**Salary**: based on experience

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