Job Description

JOB PURPOSE

Primary purpose of the role is to lead the operational support of the production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.

RESPONSIBILITIES

Technical Support

• Effective resolution of escalated issues via thorough root cause analysis and effective resolution and / or providing concise reporting.
• Internal change requests are submitted and followed up on for repeated requests or issues.
• Provide 1st and 2nd level support functions for the Imbeko & Postillion environments.
• Ensure production platforms are reviewed periodically, maintenance and housekeeping is performed.
• Identify enhancements to improve supportability, operability, and performance of systems
• Maintain the internal servers and perform day-to-day IT admin tasks.
• Track and report on incidents
• Conduct SQL scripting and DB maintenance
• Work independently to troubleshoot all support requests and follow escalation policies.
• Implementations of software and patches

Customer Service

• Provide after-hours support according to a standby schedule.
• Provide resolution for support requests to customers, according to the Service Level Agreement
• Configure, troubleshoot, isolate, repair, and resolve all customer issues.
• Ensure effective communication of planned and unplanned outages to customers within SLA.
• Ensure alerts or escalations to Tech Ops are resolved timeously and communicated to requestors within SLA.
• Establish and maintain a positive professional relationship with customers.
• Prepare and conduct customer training as requested.
• Adherence to SLA to ensure consistent and predictable service delivery.
• Support tactical and strategic goals of the operations team.
• Provide training and mentoring for support team members, including escalated support requests.

Work collaboratively.

• Build a culture of respect and understanding across the organization.
• Recognize outcomes which resulted from effective collaboration between teams.
• Build co-operation and overcome barriers to information sharing, communication and collaboration across the organization.
• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.

Team Management

• Through effective inspirational leadership, facilitate the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders.
• Role model behavior and motivate team members in line with the core values.
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives.

Self-Management

• Set an example through personal quality and productivity standards and ways of working with others.
• Demonstrate consistent application of internal procedures. Plan and prioritize, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change. Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.

Leadership

• Be an effective inspirational leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders
• Coach, counsel and train digital team, operational managers, and staff to apply, support, sustain and develop a continuous improvement culture.
• Role model behaviour and motivate team members in line with the Blue Label Telecoms values and ethos.
• Guidance of others and active development of self to improve on their technical and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied through the business.
• Translates strategy into goals for performance and growth helping to implement. organization-wide goal setting, performance management, and annual operating planning.
• Identify the capabilities needed to meet the current and emerging business needs of the organization. Evaluate current capabilities, identify gaps, and prioritize development activities.

BEHAVIORAL COMPETENCIES

Customer Focus

• Building strong customer relationships and delivering customer-centric solutions.

Instills Trust

• Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Cultivates Innovation

• Creating new and better ways for the organization to be successful.

Collaborates

• Building partnerships and working collaboratively with others to meet shared objectives.

Situational Adaptability

• Adapting approach and demeanor in real time to match the shifting demands of different situations.

Business Insight

• Applies knowledge of business and the marketplace to advance the organization's goals. For example, shows considerable business insight, beyond the fundamentals. Asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods.

Plans and Aligns

• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others. Makes skillful use of resources and support to deliver efficient, high-quality work.

Balances Stakeholders

• Anticipates and balances the needs of multiple stakeholders. For example, draws upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders. Probes deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders. takes initiative to respond to stakeholder problems.

Drives Results

• Consistently achieves results, even under tough circumstances. For example, devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude.

EDUCATION

Post graduate qualification in Information Technology or similar.

EXPERIENCE

Experience of SQL / PostgreSQL scripting, the Postilion Application suite / Payment Services or retail environments will be highly advantageous.

Blue Label Telecoms