Technical Service Lead

5 days ago


Johannesburg, Gauteng, South Africa Sybrin Full time
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Job Summary: We're seeking a highly skilled Technical Service Lead to join our team at Sybrin Systems. The successful candidate will lead a customer-facing team, ensuring production stability, managing relationships with customers, and fostering a culture of continuous learning and technical proficiency within the team.

About Us: Sybrin Systems is a leading provider of high-quality products and secure solutions. We pride ourselves on our commitment to excellence and our ISO 9001:2015 certification for Quality Management and ISO 27001:2013 for Information Security Management.

Key Responsibilities:

  • Ensure production systems' stability and optimal performance, guaranteeing SLA compliance through effective team leadership, training, and development.
  • Implement proactive support and maintenance initiatives to prevent incidents and escalations, ensuring all changes to production environments conform to Sybrin's best practices.
  • Drive operational leadership and management, ensuring adherence to Sybrin processes and procedures in application support, training team members, and holding them accountable for compliance.
  • Regularly report on team performance to management and customers, focusing on Production Stability, ongoing problem tickets, incidents, tasks, blockers, and risks monthly.
  • Foster a feedback culture, encouraging appreciation, open communication, and a growth mindset among team members.
  • Hold team members accountable for their contributions to team and company success by measuring and providing feedback on individual KPIs through regular performance appraisal sessions.
  • Cultivate and manage professional and productive relationships between your team and customers by exemplifying effective communication and meeting practices.
  • Ensure strict adherence to the high severity process, keeping all relevant stakeholders informed and demonstrating urgency in managing incidents.
  • Lead a customer-facing team that directly influences the customer experience with Sybrin, ensuring a positive impact on customer satisfaction ratings.
  • Serve as a premier ambassador for Sybrin, embodying the company's principles and values in all interactions.
  • Maintain a strong level of business and technical knowledge about the supported systems to provide effective guidance to both customers and team members.
  • Demonstrate and uphold a high level of technical ability and programming expertise relevant to the role.

Requirements:

  • Strong understanding of MS SQL, PostgreSQL, VS C#, Angular, VB, and scripting
  • Proficiency in VISIO (BPMN) and Draw IO
  • Effective presentation and documentation skills
  • Experience with Microsoft packages (Word, PowerPoint, Excel, Outlook)
  • Knowledge of hosting (AWS / SQL High Availability) and Windows Servers
  • Leadership and mentoring skills
  • Analytical and observational skills
  • Reliability, trustworthiness, and accountability
  • Innovative and inspiring
  • ITIL 4 Concepts and Fundamentals

What We Offer: Sybrin Systems offers a dynamic work environment, opportunities for growth and development, and a chance to work on challenging projects.



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