Aws Service Manager: Blunova

**About Company**

BluNova is a subsidiary of Blue Label Telecoms responsible for drawing value from its large heterogeneous corpus of data originating from multiple companies within the Blue Label group. With this data, we identify opportunities in the market and develop sustainable solutions to exploit these opportunities. We leverage scalable cloud technologies to deploy our solutions, with a strong emphasis on automation. Most of our data analysis is performed in a distributed spark environment, where we have leg room to spin up large clusters exceeding thousands of cores and terabytes of RAM when needed.

**Job Purpose**

This position will report into the BluNOVA Chief Information Officer and will be responsible for ensuring the efficient and professional operation of the BluNOVA Support Desk, in-line with internal and external service level agreements. The Support Manager will also manage Support Desk staff, establish relationships with clients, and be a champion for customer service.

**Responsibilities**
- Mentor and direct team members
- Interact with business team to understand, document, and communicate service level agreements to team members
- Delegate tasks to technicians based on SLA, technician availability and skill level
- Ensure that the BluNOVA Support Desk adheres to SLAs for specific issues with respect to the severity of the issue
- Manage external service providers
- Work with the team to develop issue management and service improvement plans
- Conduct risk assessments and prepare mitigation plans
- Perform root cause analysis of issues related to BluNOVA’s AWS Lambdas and develop resolution plans
- Assist in staff recruiting, training, performance evaluation, promotion, retention, and termination activities
- Ensure team follows best-practices and maintains SLAs
- Review tactical and long-term metrics of the Support Desk
- Control and mitigate Support Desk performance that falls outside of defined acceptable thresholds
- Provide BluNOVA Executive team with insights into the performance of the Support Desk
- Provide support for new Lambda releases and deployments
- Understand the service-cost relationship and drive continuous service improvements
- Work with cross-functional teams - both internal and external

**Behavioural Competencies**
- Ensures Accountability
- Optimises Work Processes
- Collaborates
- Adaptability
- Manages Complexity
- Decision Quality
- Leadership

**Skills**
- Familiarity with AWS serverless infrastructure
- Creative problem solving
- Ability to diagnose and troubleshoot technical issues
- Proficient with scripting and APIs
- Ability to work in a small, remote team; especially the ability to communicate clearly regarding any issues experienced on BluNOVA’s Lambdas
- Acute attention to detail
- Excellent problem-solving and communication skills

**Education**
- Matric
- Bachelor’s degree (BSc) or Diploma in Engineering, Computer Science, Information Technology or equivalent
- ITIL Foundation Certification
- MCSE / N+ / A+

**Experience**
- 5+ years’ experience in a similar role
- Customer-service background with a customer-centric approach to support
- Experience in dealing with customers during problem resolution and operating efficiently under pressure
- Understanding of distributed and service-oriented architectures
- Understanding of TCP/IP networking and troubleshooting
- Proficiency with MS Office, SQL and CloudWatch

**Additional Experience**
- Service improvement, planning and implementation
- Service impact assessment
- SLA management
- Change and release management
- Agile methodologies
- IT Support

**Proven Record In**
- Risk, Governance and Compliance (internal & regulatory)
- Analysis of performance trends and an ability to articulate the insights gained to business stakeholders