Senior Team Lead, Application Support

**ROLE OVERVIEW**:

- People Management: the Application Support and DevOps Teams, managing team of around 5 staff which will grow in the near future due to integrations and business expansion. Performance appraisals, leave and claims approvals as well as staff development and training. Staff recruitment. Monitor all team members and provide necessary advice and guidance.
- Monitor incident trends across the IT landscape. Collate and present the IT Management reports on a weekly and monthly basis. Ensure all IT documentation is updated regularly including Disaster recovery and IT continuity documentation. Manage and ensure all processes are adhered to - Release, change, incident and problem management and CAB (change advisory board) Member.
- Assist the Technical Support teams to Identify, propose and initiate improvements to the Business Unit security and IT infrastructure posture.
- Articulate complex technical issues into business focused terms and communicate to stakeholder. Assist in the creation of processes/procedures, technical documentation, as well as completion of projects. Influence, encourage and manage the cost-effective use of systems, convert and enhance the IT services to products. Manage the Escalation and Prioritization process for incidents and request for the Business Unit. Manage all Operational incidents through Incident Management System and ensure we adhere to all internal and external clients SLA’s for the Business Unit.

**MINIMUM REQUIREMENTS**:

- Matric essential
- National Diploma in Information Technology or Higher would be an advantage
- Driver’s license, own, reliable transport, ability and willingness to work long hours at times, enjoy working in a fast paced high pressure environment.

**ADVANCED COMPUTER SKILLS REQUIRED**:

- Microsoft SQL Server
- Windows Server Support
- Senior Microsoft office skills
- Network and DC (data centre) understanding.

**JOB RELATED REQUIREMENTS**:

- Experience dealing with end users (Business and customers), vendors, senior management and clients
- Minimum 5 years in production support environment (live environment P1 problem solving, revenue impacting, customer supports)
- Minimum of 3 years in Management
- Minimum of 3 years in Windows Server Support
- Ability to read and understand Technical IT documents (SOP, architectural documentations)

**ADDED ADVANTAGES FOR THIS ROLE**:

- BSc./ BCom degree OR 3-year Diploma in any IT field.
- National Diploma in Information Technology or Higher
- System Analytics
- Customer Management and Problem Solving experience.
- Data Centre knowledge.
- Application monitoring knowledge and Analysis
- Data management expert.
- Ability to take decisions on all Change Management activities

**MAIN DUTIES AND RESPONSIBILITIES**:

- Managing the number of incidents and escalation from Internal and External customers.
- Managing the priority of all incidents so to protect loss of revenue and maximum system availability.
- System availability work closely with Local and Global on all systems relating to Road (Logistics) Applications.
- Take decisions on all Change Management and Release management before deployment to production systems.
- Work load management ensuring Customer SLA’s are met.
- Application and System analysis to be clearly defined and documented for continues improvement of Applications.
- Customer data analysis must be managed accordingly to the business SLA’s with customers.
- Meetings: Weekly, change management (CAB), team meetings, Global IT Ops meeting, attend management meetings with Line Manager.
- Track and manage all IT security and vulnerability related findings. Manage all SSL certificates and Access related requests. Monitor incident trends across the IT landscape. Implement Operational improvements &Security strategy. Organize the team to support Project Managers and Dev teams in their respective projects
- Reporting: Daily: Incident reports. Reporting: Weekly: SLA, Open and Closed incidents. Reporting: Monthly: SLA, Billing report, Changes Deployed and Roll Backs, Incident Management reports (P1-P3)
- Management Analysis report on Performance management of Systems. Include Trend analysis. Member of the Architecture Forum
- Plan and manage deployment schedules for changes, emergency bug fixes and patching slots
- Assist the Team to diagnose infrastructure related issues and communicate with stakeholders.
- Service Owner for all environments - DEV, TEST, QA, PRE-PROD and Production. Ensuring 99% uptime on Production environment.
- Work with the Project Team to deliver on IT Projects.
- 3rd Level Application Support and Standby afterhours support.

**ADDITIONAL INFORMATION**:

- This is a fulltime, position and will require being onsite at Kempton Park (flexibility will be at Line Manager’s discretion)
- COVID-19 Vaccinations are mandatory
- This is a Permanent position with salary as a CTC, with packages comprising of a Cash Component + compulsory Retirement Funding (employe