Technical Lead

2 weeks ago

Johannesburg, South Africa Dimension Data Full time

Are you tired of working long hours without any recognition? Does your team lack technical expertise? My client is looking for a Technical Lead - Cloud to join their team in the beautiful city of Dubai. This role requires good communication skills, problem solving and leadership qualities.

As a Technical Lead, you will be involved in analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.

**Responsibilities**:

- Responsible for operational coordination of the service delivery team, creating and executing on plans and reporting on the team activities in the required forums
- Ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members
- Assist with resource planning and deployment according to the requirements of the service contract
- Responsible for planning and executing the delivery of services that NTT is contractually bound to deliver in terms of the contracts held by clients
- Work with the relevant stakeholders to create, define and catalogue service offerings and present these to the sales force and clients
- Assist with the provision of quotations and accurate pricing for services required by the client
- Participate in the negotiation of service level agreements and the details of the contract
- Ensure the management of incidents and problems and respond to escalated queries
- Manage calls logged to ensure effective and timeous resolution
- Conduct regular feedback sessions with the client to report on contract performance and contract activities
- Conduct regular vendor meetings using measurable criteria to report and manage vendor performance
- Compile and maintain accurate documentation on vendor processes and procedures and incorporate these into the NTT processes to ensure seamless and efficient service delivery to the client
- Understands the financial position of and provides input into various aspects of service delivery to ensure the profitable management of contracted responsibilities
- Setup and manage the contract within the agreed budget and conduct monthly contract reviews to track actual achieved metrics, ensuring long term profitability of the contract
- Contribute to the increase in contract revenue by seeking and reporting on growth opportunities within the contract
- Ensure the compilation and distribution of the relevant service delivery and operations reports to the relevant forums
- Analyze metrics and report on contract performance
- Responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery

**Knowledge, skills and attributes**:

- Display strong orientation towards ensuring client satisfaction and service delivery
- Reliable and are able to produce a high quality of work
- Excellent verbal and written communication skills and are able to engage across all levels in the business
- Ability to effectively manage work processes and proactively manage situation to achieve the desired outcomes
- Good people management and leadership skills
- Proven ability to build, manage and foster a team-oriented environment
- Proven ability to work creatively and analytically in a problem-solving environment
- Ability to quickly become proficient in client processes and related systems
- Demonstrated strong ability to analyze, design and improve business processes

**Academic Qualifications and Certifications**:

- Bachelor’s degree or equivalent in a related field
- ITIL qualification and other technical certifications preferred

**Experience required**:

- Solid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed services.
- Demonstrated experience in managed services and service delivery environment including technical and service management exposure.
- Demonstrated experience in developing establishing processes and enforcing adherence to processes policies
- Outsourcing operations experience
- Customer Support Operations experience

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