Event Management Shift Lead

4 weeks ago

Cape Town, Western Cape, South Africa Logicalis Full time

About Logicalis

Logicalis is a leading international provider of digital enablement services, helping customers harness technology and innovation to drive business outcomes. With expertise spanning industries and regions, our focus is on engaging with clients in their vertical markets and applying the skills of our 4,000+ employees to modernize key digital pillars.

We collaborate with world-leading technology companies like Cisco, HPE, IBM, and Microsoft to deliver solutions that transform businesses. Our employees are innovative, smart, and customer-centric, sharing a shared ambition to make Logicalis the world's leading IT Solutions provider.

The Role Purpose

The Event Management Shift Lead will be responsible for ensuring the smooth operation of our customers' infrastructure, taking accountability for incident resolution and detection according to our Incident Management and Event Management processes. This role requires strong leadership and communication skills to manage a team of engineers operating 24/7, on a rotational 12-hour shift schedule.

Key Responsibilities:

  • Monitor quality disciplines, including ticket updates and SLA adherence;
  • Manage P1 and P2 incidents with relevant team members, ensuring no tickets are left unmanaged;
  • Engage with Major Incident Management (MIM) and monitor progress until resolution;
  • Aged ticket monitoring and escalation assistance;
  • Escalation to Duty Manager when required;
  • Assist team members with escalations and operational issues;
  • Lead workstreams in projects and new client take-ons;
  • Proactively identify event trends and resolutions to reduce events;
  • Stand-in for Team Leader during absences in daily and operational meetings;
  • Escalate operational issues to Team Leader;
  • Ad-hoc requests as needed.

Performance Indicators (KPIs):

  • Complete Partnership and Technical Skill Certifications;
  • Customer and End User Satisfaction and Relationships;
  • Customer Service Improvements;
  • Identify Project Opportunities;
  • ISO and Compliance;
  • Project Execution and Service Transition Quality;
  • Ticket Management Disciplines and SLAs;
  • Timesheet Completion Quality;
  • Continued improvement on ticket disciplines and quality applied;
  • Reduction in response and Resolution times on P1 and P2s;
  • Reduction in SLA breaches;
  • Reduction in escalations;
  • Reduction in incidents to senior teams;
  • Improved handover to MIM;
  • Continued improvement on Event Management process and way of work.

Requirements:

  • Minimum 3 years general IT support experience;
  • Minimum 3 years dedicated to 1st line troubleshooting and resolution;
  • Shift lead experience an advantage;
  • Strong understanding of Server and Network infrastructure;
  • Strong communication skills;
  • Ability to think through problems and visualize solutions;
  • Capable of providing specific and detailed information for hardware and software selection;
  • Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

Qualifications:

  • National High School Senior Certificate (or equivalent);
  • CompTIA A+;
  • CompTIA N+ (preferable, not mandatory);
  • Other technical certification advantageous, e.g. MCSA, MCSE, CCNA, Fortinet NSE 4, Microsoft Azure Administrator Associate;
  • ITIL v3 or v4 Foundation preferred but not mandatory.

Salary Range: $60,000 - $80,000 per annum, depending on experience. We offer a competitive salary package, speedy decision-making opportunities, personal development, and a supportive environment celebrating diversity.

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