Exchange Technical Lead

3 days ago

Northern Suburbs, South Africa Computacenter Full time

We have a role for an Exchange Technical Lead (SME) focused on the Computacenter services delivered into the Eversheds Sutherland International Managed Service. The areas of expertise for this role are not limited to Exchange, it requires a broad understanding of the impact of other technologies on an Exchange environment.

This role will report into the Enterprise Technical Lead, Digital Infrastructure

**Overview of the role**:

- Supporting customer requirements whilst protecting service delivery.
- Supporting customer requirements whilst complying with ISO/IEC 27001 standards.
- Leading innovation in a way that delights the customer.
- Role modelling and championing genuine collaboration across all teams.
- Bringing proactivity, rigour and discipline to operational activities.
- Building productive relationships between Computacenter Delivery Leadership, Service Management and Digital Infrastructure teams, including Customer Operational Architecture.
- Feeding into and delivering on Enterprise Technical Lead priorities.

**Main Duties/Responsibilities**
- Be part of technical delivery into Computacenter, the Customer and Computacenter Service Management.
- Lead technical conversations with Delivery Leadership and the Customer.
- Create a joined up and proactive support structure across the end-to-end customer environment including interfaces outside of Computacenter.
- Work with Capacity Management to ensure that capacity and workload demands are appropriately managed.
- Ensure the correct governance and appropriate technical scrutiny is applied to all proposed changes to and potentially impacting the Managed Service infrastructure.
- Ensure that for the Managed Service infrastructure supportability is always maintained and stability is always prioritised.
- Technical Leadership on complex Major Incidents.
- Be part of the delivery of technical improvements learnt from Major Incidents, Projects and recommendations from BAU.
- Support the delivery of major technical improvement initiatives in a timely manner, working with other parties to aid delivery.
- Actively support continuous improvement.
- Actively develop the technical teams by sharing information, knowledge, skills, customer insight and by inputting into training and development plans.
- Highlight issues, vulnerabilities and any gaps, and where relevant, feed into technical risks on the account.
- Ensure the ongoing drive for the delivery of a proactive service and for automation.

**Problem Resolution**

Provides guidance and advice on problem resolution approach to technical analysts in the team. Proactively identifies process and team areas that require improvement and facilitates resolution. Ensures that documentation is relevant to effective resolution of problems

**Process**

Encourages and oversees team focus on process improvement.

Establish new processes and promote acceptance and manages the changes.

**Technical** **Input**

Provides technical guidance and knowledge based on more complex issues across a wide range of technologies. Provides balanced technical and commercial input to develop effective solutions.

Draft technical designs or assists others drafting quality technical designs

**Projects**

Leads and coordinates minor projects. Performs service transition and due diligence.

**Customer Interaction**

Lead or representative role in customer group discussions

**Decision Making**

Make tactical technical decisions and feed into strategic technical decisions.

**Preferred Experience**
- Broad technical experience across workplace, network, data centre and cloud technologies.
- Very good understanding of technical delivery via a managed service.
- Experience of leading technical projects.
- Experience of working in large IT operations across multiple technologies.
- Excellent communication skills, with the ability to converse with people at all levels within an organisation.

**Essential Knowledge/Skills**

8+ years’ experience in the following areas:

- Implementing and supporting Microsoft Exchange 2013 or higher (Exchange 2016 preferred)
- Implementing and supporting MS Office 365/Exchange Online
- Implementing and supporting Symantec Enterprise Vault
- Good documentation skills
- ITSM toolsets (Remedy)
- Advanced proficiency in PowerShell

**Desirable Knowledge/Skills**
- Ability to manage stakeholders at all levels, across customers, third parties and Computacenter.
- Ability to work across multiple technologies, with a level of understanding to translate between deep technical discussions and overviews to non-technical stakeholders.
- Ability to inspire and encourage the internal teams to improve and develop a more proactive delivery.
- Ability to present to internal and external audiences.
- Ability to direct virtual teams.

**Essential Qualifications**
- Microsoft Certifications in current Microsoft Exchange and Microsoft 365 technologies Desirable Qualifications

**Behavioural Characteristics or Competencies**
- Hi

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