Technical Leadership Position for System Stability and Customer Satisfaction
3 weeks ago
System Stability and Customer Experience Leader
We are seeking an experienced leader to oversee the stability of our production systems and ensure exceptional customer experiences. This role involves leading a customer-facing team that directly impacts customer satisfaction ratings, fostering a culture of continuous learning and technical proficiency, and maintaining high standards of communication.
About Sybrin Systems
Sybrin Systems is committed to delivering high-quality products and secure solutions, thanks in part to our ISO 9001:2015 certification for Quality Management and ISO 27001:2013 for Information Security Management. As an employee of Sybrin Systems, you will undergo periodic training to better understand your unique role in the security and quality ecosystem.
Key Responsibilities
- Production Stability: Lead efforts to maintain the stability and optimal performance of production systems, ensuring SLA compliance through effective team leadership, training, and development.
- Proactive Support and Maintenance: Drive proactive support and maintenance initiatives to prevent incidents and escalations, implementing measures to permanently resolve recurring incidents by addressing root causes.
- Operational Leadership and Management: Provide operational leadership for the team, ensuring adherence to Sybrin processes and procedures in application support, training team members, and holding them accountable for compliance.
- Performance Reporting: Regularly report on team performance to management and customers, focusing on Production Stability, ongoing problem tickets, incidents, tasks, blockers, and risks monthly.
- Team Leadership and Development: Foster a feedback culture that encourages appreciation, open communication, and a growth mindset, setting and tracking ambitious yet achievable short-term goals annually.
- Customer Relationship Management: Cultivate and manage professional and productive relationships between the team and customers, exemplifying effective communication and meeting practices.
- High Severity Management: Ensure strict adherence to the high severity process, demonstrating urgency in managing incidents, conducting thorough root cause analyses, and developing clear resolution action plans.
Critical Technical and Behavioural Skills Required
- Leadership skills such as career progression planning of staff
- Risk Management
- Leadership and Mentoring
- Attention to detail
- Analytical and Observant
- Reliable / Trustworthy / Accountable
- Innovative. Inspiring.
- ITIL 4 Concepts and Fundamentals is a Key.
Salary Estimate
The estimated salary for this position is $120,000 - $180,000 per year, based on industry standards and location considerations.
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