Operations Manager - (5320)
|Job Title:||Operations Manager - (5320)|
|Job Published:||November 21, 2016 10:51|
Manage and maintain all Customer Administration support team, Vlive Promo support team and CVM support team functions from both a resource and performance management perspective to ensure adherence to customer SLA's
Acquire technical understanding of the application architecture and business processes to ensure that uptime is maintained with 100% data integrity
Establish management relationships with customer representatives and customer outsourced vendors. Manage expectations within these relationships.
Manage the team ensuring that Customer SLA are met.
Provide input, in terms of team performance in relation to SLA to monthly reports.
Manage incidents and provide feedback to customer management.
Produce and review incident reports as required.
Attend and provide input into weekly and monthly customer support meetings.
Provide input into Customer capacity planning process, considering systems resources, database usage, short term and long term application needs.
Provide input into Service Level Agreements and participate in annual reviews thereof.
Plan and manage month-end and/or application specific scheduled activities and application releases.
Be available after hours in order to manage customer management escalations.
Manage and continuously improve support processes and procedures.
Be responsible for the Support team resource planning and scheduling (including shifts and standby) to ensure SLA are met.
Be responsible for the people management aspects of the team (recruitment, time management, performance management, motivation).
Provide mentorship and ensure the development of support team staff.
Interact with Senior Management on a Daily, weekly and monthly basis.
Provide reports to Senior Management as and when required.
3 Year tertiary qualification
3 years support management experience or 10 years IT support experience
Management communication and reporting experience
Client liaison at management level
Planning and management of deliverables in a managed service support environment
Exposure to handling of challenging operational issues in a support environment
Managing of skilled technical support resources
Process improvement and optimisation
Strong motivational skills
Willingness to be available after hours where required
Self-starter, quick learner, takes ownership
Proven team leadership abilities with excellent technical and interpersonal skills
Strong communications skills both written and verbal
Quick, effective problem solving
Customer and service delivery focused
Previous working experience in an senior IT/Telecoms support role
Comfortable with working in the customer domain
Adjust to the needs of a flexible working environment
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