Description:
Additionally, you will be responsible for providing architectural direction, detailed reporting for informed decision-making, and ensuring high availability of ICT infrastructure. Your leadership will ensure that service levels are met, operational processes are effective, and customer satisfaction remains a top priority.
Key Accountabilities
Customer Focus
- Ensure the team proactively performs system monitoring, alert and event response, maintenance, and patching.
- Oversee major incident response, ensuring timely updates to customers with urgency and professionalism.
- Manage daily team performance against service levels using a service center system.
- Drive problem management activities for technical issues impacting NEC customers.
- Act as the escalation point for high-priority customer incidents and changes.
- Ensure timely and accurate documentation of incidents, requests, problem tickets, asset and configuration records, and time reporting.
Continuous Improvement
- Work with subject matter experts to define technical direction and best practices across key technology areas (e.g., virtualization, anti-virus, patching, database, backup).
- Identify and implement toolsets to drive performance improvements.
- Proactively analyse and optimise processes within the team.
- Create and update procedures and workflows to enhance operational efficiency.
Team Management
- Supervise and support the technical team, fostering a collaborative and positive work environment.
- Handle HR responsibilities, including performance reviews, development planning, mentoring, and coaching.
- Lead hiring, onboarding, and offboarding processes for team members.
- Work with Service and Account Directors to ensure appropriate team resourcing by skillset and experience.
- Drive and encourage individual and team development from a technical and leadership capability perspective. Identifying training needs and encouraging certification.
- Develop and manage on-call support rosters for the team.
Reporting
- Generate management reports with accurate and relevant data on a regular and ad-hoc basis.
Skills & Experience
- Proven experience in team leadership, customer service, and project management.
- Minimum 5 years of experience in server support and troubleshooting within a relevant technical stream.
- Strong background in outsourcing environments and customer support.
- Hands-on experience working in an ITIL-governed environment.
- Expertise in team development, conflict resolution, and staff performance management.
- Excellent communication skills, with the ability to engage in open, honest, and timely discussions.
Why Join Us?
- Exciting leadership role with the opportunity to shape technical operations.
- Work with cutting-edge technologies in a dynamic and fast-paced environment.
- Be part of a team delivering critical services for government clients.
- Strong career growth and development opportunities.
If you're a strategic thinker, strong leader, and IT operations expert, we’d love to hear from you! Apply today and take the next step in your career with NEC .
10 Mar 2025;
from:
uworkin.com