IT Operations Manager

1 month ago


Port Elizabeth, Eastern Cape, South Africa Dimension Data Full time
Job Title: Team Lead

Job Summary:

The Team Lead is responsible for ensuring the smooth operation of managed services to clients, ensuring their IT infrastructure and systems remain operational. This involves proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure compliance with agreed service level agreements.

Key Responsibilities:

  • Monitor work queues and provide support to clients for highly technical or sophisticated tickets
  • Work independently to perform operational tasks to resolve escalated incidents and requests in a timely manner within agreed SLAs
  • Provide support to all escalated incidents
  • Share knowledge to resolve issues, document them, and push knowledge down to other engineers
  • Act as emergency support contact as needed for critical client and business-impacting issues
  • Ensure shift handover processes highlight key escalated open tickets and upcoming operation-critical tasks
  • Timely escalate all tickets to management with updates, where applicable
  • Proactively identify, contribute, implement, and work with automation teams for effort optimization and automating routine tasks
  • Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content
  • Use operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments
  • Coach Service Desk, Operations Centre, and L4 teams, offering technical expertise and pushing work down to other engineering teams
  • Perform quality audits, covering process, service experience, ticket updates, etc.
  • Drive service delivery to clients from the Operations Centre and/or CoE
  • Apply standardized service management service operations (SMSO) to deliver managed services
  • Provide operational support and continuous service improvement post-client handover from TS (or other) teams
  • Implement training and development initiatives for direct reports
  • Engage with clients for technical operations as part of routine operations
  • Constantly measure and analyze team delivery capabilities

Requirements:

  • Relevant degree
  • ITIL certification
  • Relevant technical certifications
  • Experience in coaching and mentoring teams on a daily basis
  • Demonstrated experience in implementing continual service improvement in previous roles (through automation, process enhancements, etc.)
  • Demonstrated experience in organizational change management (transformational experience)
  • Entry-level experience in management of people, process, and technology
  • Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack


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