Network Operation Center Team Lead
Permanent
Cape Town
Posted 3 years ago
The primary purposes of the role is to lead, manage and coach the Event Management, 1st Line Shift Team which operates on a 24/7 basis. As the Team Leader you will manage, develop and motivate your team. You will be responsible to manage and monitor the service and stakeholder expectations as well as contracted deliverables.
The primary role of the Team is the execution of the Event Management Process and the technical resolution of incidents and requests at a 1st Line Level.
Key Performance Indicators & Skills:
- Timesheet Completion Quality
- Ticket Management Disciplines and SLA’s
- Succession Planning
- Partnership and Technical Skill Certifications Requirements
- ISO 270001 and 20000 Compliance
- Project Opportunities
- Cost Saving Opportunities
- Change Implementation Quality
- Project Execution and Service Transition Quality
- Customer and End User Satisfaction and Relationships
- Customer Service Improvements
- Manage Poor and Good Performance
- Internal IT DR and Security
- Operating Model
- Team Morale and Engagement
- Operational Structure
- Employee Engagement
- Other adhoc goals identified during the year
Experience:
- Leading and managing a professional and technical team of engineers in a similar environment.
- 2 years managing or executing on event management process using monitoring tools.
- Experience in monitoring tools such NCentral and LogicMonitor will be advantageous.
- Proven record of proactively reducing events and building strong teams to be effective in event management.
- Technical background or good understanding of technologies and solutions such as Operating Systems, Networking, Virtualization etc will be advantageous.
- Strong people manager skills – advises, coaches, mentors, designs, establishes, evaluates, facilitates, influences and promotes.
- Strong customer focus.
- Work with a high level of autonomy, seeking appropriate assistance where necessary.
- Able to engage at senior management level both internally and externally to within well-defined limits of delegation.
- Be able to network effectively, negotiate well and influence people, broker relationships with key stakeholders.
- Demonstrate an analytical and systematic approach to problem solving.
- Ability to communicate fluently both orally and in writing and can present technical information.
- Proven record of third party management.
Qualifications:
- Graduate or qualified by experience.
- Managerial training is advantageous.
- Process accreditations, ITIL, Project Management as appropriate.
- Vendor certifications such as Microsoft, Cisco, VMware and Monitoring Tool Vendors are advantageous.
Deadline for applications is 15/10/2021
For more information, call Nova Buchan on 073 393 9731 or send your CV to Nova@capitaledgerecruitment.co.za
Job Features
Job Category | Information Technology |