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Operations Team Lead

2 months ago

Port Elizabeth, Eastern Cape, South Africa Dimension Data Full time
Job Description

The MS Operations Team Lead is a critical role within our organisation, responsible for ensuring the provision of managed service to clients. This involves proactively managing and overseeing the IT infrastructure and systems of our clients, ensuring their restoration in the event of technical incidents or problems.

The primary objective of this role is to deliver contracted Managed Services outcomes to our clients, while assisting with the building and support of delivering managed services. This includes working with regional and local teams to meet business objectives.

Key Responsibilities:

  • Monitor work queues and provide technical support to clients for complex issues
  • Work independently to resolve escalated incidents and requests within agreed SLAs
  • Provide support for all escalated incidents and share knowledge with other engineers
  • Act as emergency contact for critical client and business impacting issues
  • Escalate tickets to management with updates where necessary
  • Identify opportunities for automation and process enhancement
  • Analyse and troubleshoot complex technical issues using technical knowledge and tools
  • C coach and mentor Service Desk and Operations Centre teams on technical expertise
  • Perform quality audits and drive continuous service improvement
  • Implement training and development initiatives for direct reports

Requirements:

  • Relevant degree in a field such as IT or computer science
  • ITIL certification and relevant technical certifications
  • Experience in coaching and mentoring teams on a daily basis
  • Demonstrated experience in continual service improvement through automation and process enhancements
  • Organisational change management experience, particularly in transformational roles
  • Entry-level experience in managing people, processes, and technology
  • Relevant experience in data centre operations, collaboration tools, or Microsoft 365 stack

Salary Information:

The estimated annual salary for this role is £60,000 - £80,000 depending on location and experience.