Cloud Solutions Lead

5 days ago


Randburg, Gauteng, South Africa Resourcegenix Full time
Role Overview

The Technical Team Lead is accountable for leading a customer-facing team that directly influences the customer experience with Sybrin.

This role involves ensuring production stability, managing relationships with customers, and fostering a culture of continuous learning and technical proficiency within the team.

The Team Lead must maintain high standards of communication, embody Sybrin's values, and serve as an ambassador for the brand.

Key Responsibilities
  1. Production Stability: Accountable for the stability and optimal performance of production systems, ensuring SLA compliance through effective team leadership, training, and development.
  2. Proactive Support and Maintenance: Drive proactive support and maintenance initiatives to prevent incidents and escalations, ensuring all changes to production environments conform to Sybrin's best practices through thorough audits and validations.
  3. Operational Leadership and Management: Provide operational leadership for the team by ensuring adherence to Sybrin processes and procedures in application support, training team members, and holding them accountable for compliance.
  4. Performance Reporting: Regularly report on team performance to management and customers, focusing on Production Stability, ongoing problem tickets, incidents, tasks, blockers, and risks monthly.
  5. Team Leadership and Development: Lead the team by establishing a clear purpose aligned with the company vision, engaging in annual discussions to reinforce this alignment.
  6. Performance Management and Accountability: 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.
  7. Customer Relationship Management: Cultivate and manage a professional and productive relationship between your team and customers by exemplifying effective communication and meeting practices.
  8. High Severity Management: Ensure strict adherence to the high severity process, keeping all relevant stakeholders informed and demonstrating urgency in managing incidents.
  9. Customer Experience Management: Lead a customer-facing team that directly influences the customer experience with Sybrin, ensuring a positive impact on customer satisfaction ratings.
  10. Sybrin Ambassadorship: Serve as a premier ambassador for Sybrin, embodying the company's principles and values in all interactions.
  11. Continuous Learning and Knowledge Maintenance: Maintain a strong level of business and technical knowledge about the supported systems to provide effective guidance to both customers and team members.
  12. Technical Proficiency and Code Management: Demonstrate and uphold a high level of technical ability and programming expertise relevant to the role.


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