This is a role in technology where the holder will be responsible to lead and drive activities guided by key processes in order to meet and maintain service levels and improve customer delight: Incident management, issue detection, monitoring and knowledge management efforts to aid in faster issue detection and diagnosis.
Duties and Responsibilities
Manage the performance of services to clients as per agreed contract and ensure that unplanned downtimes are eliminated and/or their impact reduced.
Incident management: Fast and accurate detection and troubleshooting of issues to meet customer SLA.
Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.
Timely escalation and follow through of support issues.
Monitoring and knowledge management efforts to aid in faster issue detection and diagnosis.
Knowledge management for the support team through the identification of knowledge gaps.
Contributing towards training and forums for team Knowledge sharing.
Training of new employees.
Qualifications for the role
At least 3 years’ experience working within a busy IT Service operations/Desk environment.
Proficiency in Linux, MySQL is mandatory.
Working knowledge of databases, networks and security standards and application development is a clear advantage.
Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or equivalent.
Experience with automated systems, scripting, software development disciplines like python, php, Puppet, Terraform, Ansible.
Ability to win in a highly collaborative environment.
Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4
BS in Computer Science or related industry/field or equivalent experience (IT, Electrical/Computer Engineering, Information Systems, telecommunications).
Certification ITIL v3/4 will be an added advantage.
How you will be measured:
Act as incident commander for all major service interruptions.
Prompt detection of all support issues.
Quick and accurate troubleshooting and diagnosis of issues.
Timely ticket resolution and closure within SLA.
Adequate relevant knowledge in delivering service.
Accurate assignment and escalation of service issues.
Attributes we are looking for:
Excellent communication and interpersonal skills.
Leadership skills.
Problem solving skills.
Ability to teach and mentor.
How to Apply
Send your CV in PDF, email subject: Service Operations Shift Lead to
