Global System Support Manager

4 days ago

Rosebank, South Africa Cartrack Full time

We are a world-leading smart mobility SaaS tech company with over 1,500,000 subscribers across 23 countries. Our teams are collaborative, vibrant, and fast-growing, and all team members are empowered with the freedom to influence our products and technology.

Are you curious, innovative, and passionate?

Do you take ownership, embrace challenges, and love problem-solving?

**Overall, Purpose of the Job**

The main purpose of the position is to provide an interface between the global businesses and Group IT services (IT infrastructure, IT Development and R&D). This entails functions such as **building business specifications** and **project management** of all new or upgraded Cartrack systems, products and services and reporting thereon. Additionally, management of the **operational functions** such as: User support and training; User report development; system fault finding and fixes; Network billing and SIM administration.

To contribute daily to our mission of earning the reputation that we provide all our clients and partners with superior quality technology and information supported by first rate service. The incumbent must uphold our promise to clients that we go beyond the expected.

**Systems Help Desk Management**
- SLA Compliance
- System Integrity - Root Cause Analysis and Resolution
- Improve Efficiency
- Improve Internal Customer Satisfaction Levels

**Product Support Management**
- Effective Product Solution for Project Purposes (Sales Collaboration)
- Product Integrity - Root Cause Analysis and Resolution
- Accuracy - Configuration and Efficient Fitment Procedures
- Product Knowledge Dissemination

**Analysis of Usage - Root Cause Analysis and Resolution/escalation to Network**
- Reduce Risk - Management of Runaway and High Usage Notification
- CDR integrity

**Sim Department Management**
- Ensuring that Service Level Agreements (SLAs) are fulfilled.
- Ensuring that Access Point Names (APNs) are not misused.

**Detailed Description**
- Lead and project manage new operational systems design as specified by management and/or the needs of the Business
- Interface with I.T. technical on the system development according to project timelines and requirements
- Test and implement new systems with users
- Optimize and maintain systems
- Change management with users - training and implementation
- Manage international roll outs of new systems
- Generate new ideas and concepts for system improvement for management approval and project manage to completion
- Manage and co-ordinate the scope and specifications of all system change and upgrade requests with I.T. Technical
- Ongoing maintenance of systems by identifying bugs/system fixes/enhancements for I.T. Technical to resolve and verify prior to release to users
- Train users on systems and products
- Maintain international users at same level/version as SA
- Manage the function of procurement, issuing and status changes of SIMS
- Administer the quality control checks and corrective actions on SIM cards
- Manage the daily/weekly/monthly database checks and reconciliations against the network operator’s databases and take corrective action to maintain integrity
- Minimize the cost of SIM service charges within the set business objectives
- Manage the APNs with the networks and load balancing across APN's and allocation of bundles to minimize data costs
- Manage system for recording and analyzing all CDR records and ensure data volumes are managed efficiently, costs are minimized and reconciled to network bills and all SIMS generating high data volumes are managed by exception and corrective action taken timeously
- Test all new products on the bench and in the field with relevant users (e.g. Fitment Services) and verify all fixes and approve for release, with release bulletins, to market
- Design and automation of management reports
- Ensure report integrity is maintained
- Leading and managing a team of Tier 2 Support agents, while also managing a team of Tier 1 support agents in collaboration with a Tier 1 manager.
- **Scripting experience**:

- **SQL experience**:

- **Knowledge of Open-source Environments**:

- **Basic Linux knowledge REQUIRED**:

- MS Office (advanced Excel)
- Documenting experience
- Prior experience with scaling IoT systems.
- Telecommunications industry and networks knowledge and experience bonus

Application Question(s):

- Do you possess software product experience? Please elaborate
- What is your involvement in dealing with developers on a daily basis?
- What is the size of the team you are currently managing?
- What is the number of tickets received daily in your department?

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