Technical Product Manager

3 days ago

Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full time

To align to our key strategic business goals of Exceptional Client Experience, Staff Satisfaction, and Continual Growth and Technical Innovation by providing seamless ICT services and solutions ensuring that our clients can maintain enhanced levels of efficiency and productivity.

The key purpose of the job is to collaborate in the development and communication of technical solutions and process-based strategies as well as ensuring new services are designed to deliver the level of availability required by the business and validate the final service design to meet functional and operation needs of the business to ensure excellent service delivery.

To be successful in this role, you should have excellent organizational, design, and communication skills with hands-on experience with various Server, Backup, Virtual Infrastructure, Hosting, Networking and Desktop technologies. Ultimately, you will ensure that all aspects of our customer expectations are met. The incumbent will also represent the Incident Manager/ Major Incident Manager role in partnership with the SDM (Service Delivery Manager) team, for any Incidents that fall within EUC (End User Computing).

**Key Responsibilities**

**Technical Productization and Vender Management (Innovation, Growth, Client Experience)**
- Design, control, and manage the technical infrastructure & process and operational integrity of technological services provided by Reflex. Investigate and approve all new product offerings within the approved product lifecycle standards. This is done as part of a collaborative team in alignment towards the products created by the CTO and Commercial Product manager.
- Architect the best practice configuration, and document the various diagrams, technical information, implementation steps, standard operational procedures, and templates where necessary.
- Identify ways to create automation, self-service, or removal of human error efficiencies using technology or by design of the architecture within the services offered internally and towards clients.
- Identify and innovate ways to empower the Commercial Product Manager and CTO to add more value to current products or introducing additional new products.
- Engage with various vendors and/or partners to ensure:

- a continual and ongoing relationship is maintained whilst ensuring they meet the requirements of the business or service offerings.
- they are meeting required SLA’s.
- to identify new technologies, services or products that work in alignment to the productization life cycle of the business

**Profitability (Growth)**
- Assists in collaboration of the productization team by preparing and implementing the budget for technical operations to achieve set objectives.
- Conduct cost-benefit analysis to determine operational alternatives by means of comparison of alternatives.

**Internal Project Efficiencies (Client and Staff Satisfaction Experience)**
- Meet realistic deadlines to implement internal infrastructure projects and communicating progress proactively within the business.
- Accountable to ensure projects related to the EUC product offering or in relation to resolving/preventing drastic risk for Reflex Solutions are completed timeously and with the correct level of quality.
- Ensures the provision of technical equipment and materials required for operations, and proactive planning in this regard.
- Set objectives for technical operations as well as implement action plans necessary for achieving set targets - Innovation.
- Ensure seamless integration of new infrastructure projects and provide guidance on such implementations.

**Infrastructure Quality, Stability and Capacity Management (Client Satisfaction Experience)**
- Liaise with non-technical staff to ensure infrastructure and service operations run smoothly.
- Investigate and approve all Change implementations - ensure compliance to Change Management Process.
- Provides timeous and accurate reporting periodic reports of technical infrastructure risk, compliance, governance, and capacity to EXCO
- Assess the performance of Reflex infrastructure, by means of statistical metrics, to make recommendations that will add value to Reflex’s bottom line
- ITIL Value creation.
- Identify Risks and Service Improvement opportunities and communicate these to EXCO.

**Operational Best Practices (Client Experience, Staff Satisfaction)**
- Facilitate training programs for staff throughout the organization to enhance their skills and improve their job knowledge, in the interest of staff development, growth and succession planning. Understand the approach required to influence and motivate technical resources to deliver technically sound services - motivation and mentoring.
- Oversees and coordinates the activities of Technical Operations Managers and Tier 3 technical staff. Provide Tier3/Specialist support and high-level fault and ticket resolution to business and client services when necessary.
- Oversees and enforces the momentum to d

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