Location: Gauteng
URL: http://www.fidesrecruitment.co.za
Description:
Main purpose of the Job
The Advanced Support Centre (ASC) division centred in Johannesburg currently has a vacancy for a Support Manager who reporting to the ASC Manager will be responsible for the day to day running of the ASC 2nd Tier teams as well as 3rd Tier engineers. The Support Manager needs to ensure that the operational service levels are being met and that a high technical standard is maintained within the 2nd Tier and 3rd Tier Teams.
Job Outputs
• The Support Manager will need to deal with escalations from various areas of the business and ensure that the customer’s issues are resolved within the agreed timeframes
• The Support Manager needs to manage the engineers that report directly to him including Work Skills Plan, Key Performance Areas and productivity as well as create, maintain and improve team processes and efficiency
• Accountability of the 2nd Tier teams
• Accountability of the 3rd Tier teams
• Manage daily running of 2nd and 3rd Tier teams
o Ensure ticket logs are dealt within SLA
o Implementations are within Turn- Around times
o Deal with Escalations regarding 2nd Tier and 3rd Tier teams and customer solutions
o Attend relevant customer and internal meetings
• Reporting
o Team performance Daily, Weekly and Monthly
o Incident reports when required
• Manage Team Staff
o Monitor attendance and punctuality
o Key Performance Areas (KPA’s)
o Stand- by and Overtime Schedules
o Expense Claims
• Manage Team Processes
o Create and Maintain product implementation processes and supporting documentation that touch 2nd and 3rd Tier Teams
o Create and maintain relevant team documentation and business systems
o Adhering to all AD- HOC work given by manager
o Available on call 24/7 for escalation
Job Competencies
• Understanding and enforcement of SLA adherence
• Worked with, ticketing system – Win – Orbit preference
• Ability to communicate a crisis on all levels
• Excellent verbal and written communication skills at all levels
• Ability to use Initiative
• Able to respond calmly in a crisis
• Responsible, punctual and able to work under pressure
• Able to diagnose a problem and proactively implement the solution, or know when to escalate.
• Must be diplomatic
• Ability to use initiative and to be held accountable for the escalation and communication of incidents on networks and applications.
• Excellent attention to detail
• Good Assertiveness Skills
• Planning and Timekeeping Management Skills
• Excellent Customer Service skills
• Information Seeking
• Troubleshooting Skills
Qualifications and Experience
• 5 Years – IT Industry Experience, preferably in the ISP or in Team Management
• Proven track record in Managing technical staff
• OLA and SLA adherence experience
• Experience of dealing with and the communicating of a crisis on all levels
• Knowledge and Understanding of the Internet
o Good understanding of TCP/IP
URL: http://www.fidesrecruitment.co.za
Description:
Main purpose of the Job
The Advanced Support Centre (ASC) division centred in Johannesburg currently has a vacancy for a Support Manager who reporting to the ASC Manager will be responsible for the day to day running of the ASC 2nd Tier teams as well as 3rd Tier engineers. The Support Manager needs to ensure that the operational service levels are being met and that a high technical standard is maintained within the 2nd Tier and 3rd Tier Teams.
Job Outputs
• The Support Manager will need to deal with escalations from various areas of the business and ensure that the customer’s issues are resolved within the agreed timeframes
• The Support Manager needs to manage the engineers that report directly to him including Work Skills Plan, Key Performance Areas and productivity as well as create, maintain and improve team processes and efficiency
• Accountability of the 2nd Tier teams
• Accountability of the 3rd Tier teams
• Manage daily running of 2nd and 3rd Tier teams
o Ensure ticket logs are dealt within SLA
o Implementations are within Turn- Around times
o Deal with Escalations regarding 2nd Tier and 3rd Tier teams and customer solutions
o Attend relevant customer and internal meetings
• Reporting
o Team performance Daily, Weekly and Monthly
o Incident reports when required
• Manage Team Staff
o Monitor attendance and punctuality
o Key Performance Areas (KPA’s)
o Stand- by and Overtime Schedules
o Expense Claims
• Manage Team Processes
o Create and Maintain product implementation processes and supporting documentation that touch 2nd and 3rd Tier Teams
o Create and maintain relevant team documentation and business systems
o Adhering to all AD- HOC work given by manager
o Available on call 24/7 for escalation
Job Competencies
• Understanding and enforcement of SLA adherence
• Worked with, ticketing system – Win – Orbit preference
• Ability to communicate a crisis on all levels
• Excellent verbal and written communication skills at all levels
• Ability to use Initiative
• Able to respond calmly in a crisis
• Responsible, punctual and able to work under pressure
• Able to diagnose a problem and proactively implement the solution, or know when to escalate.
• Must be diplomatic
• Ability to use initiative and to be held accountable for the escalation and communication of incidents on networks and applications.
• Excellent attention to detail
• Good Assertiveness Skills
• Planning and Timekeeping Management Skills
• Excellent Customer Service skills
• Information Seeking
• Troubleshooting Skills
Qualifications and Experience
• 5 Years – IT Industry Experience, preferably in the ISP or in Team Management
• Proven track record in Managing technical staff
• OLA and SLA adherence experience
• Experience of dealing with and the communicating of a crisis on all levels
• Knowledge and Understanding of the Internet
o Good understanding of TCP/IP