IT Operations Manager
4 weeks ago
Dimension Data is seeking a highly skilled Team Lead to lead our IT Operations team. The successful candidate will be responsible for ensuring that managed services are provided to our clients, ensuring their IT infrastructure and systems remain operational.
Key Responsibilities- Incident Management: Monitor work queues and provide support to clients for highly technical or sophisticated tickets.
- Operational Tasks: Work independently to perform operational tasks to resolve escalated incidents and requests within agreed-upon SLAs.
- Knowledge Sharing: Share knowledge with the team to resolve issues, document them, and push knowledge down to other engineers.
- Emergency Support: Act as an emergency support contact as needed for critical client and business impacting issues.
- Shift Handover: Ensure the shift handover process highlights key escalated open tickets and upcoming operation critical tasks.
- Ticket Escalation: Timely escalation of all tickets to management with updates, where applicable.
- Automation: Proactively identify, contribute, implement, and work with automation teams for effort optimization and automating routine tasks.
- Troubleshooting: Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content.
- Team Coaching: Coach Service Desk, Operations Centre, and L4 teams offering technical expertise and pushing work down to other engineering teams.
- Quality Audits: Perform quality audits, covering process, service experience, ticket updates, etc., as required.
- Service Delivery: Drive service delivery to clients from the Operations Centre and/or CoE.
- Continual Service Improvement: Apply standardized service management service operations (SMSO) to deliver managed services.
- Relevant Degree: A relevant degree is required.
- ITIL Certification: ITIL certification is required.
- Technical Certifications: Relevant technical certifications are required.
- Coaching Experience: Experience in coaching and mentoring teams on a daily basis is required.
- Continual Service Improvement: Demonstrated experience in implementing continual service improvement in previous roles is required.
- Organisational Change Management: Demonstrated experience in organisational change management (transformational experience) is required.
- Management Experience: Entry-level experience in management of people, process, and technology is required.
- Relevant Experience: Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack is required.
Language: English
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