Job Description

Title Specialist: Network Team Leader



Management of assigned network engineering team

Perform support activities required to support the relevant OEM data and voice networking solutions in an infield technical environment

Ensuring up-time and availability by providing a professional service at all times to the Customer within SLA

KEY RESPONSIBILITIES:

To provide guidance and support on network solutions, and the associated services

Ensure that you assigned team attends to all calls in timeously and effectively manner to the satisfaction of the customer

Ensure that all requests for assistance received via the Altron Service Desk are attended to accurately and efficiently

Where required, to provide customers with updates or feedback on calls that is logged on the call logging system

Manage escalations

Monthly Client meetings

Monthly reports to clients and management

Attend to War Rooms

Assist Network team to meet identified SLAxe2x80x99s

Actively support team on common goals and participate in high team performance

Provide 24x7 technology platform and customer support on a rotating basis

Continuous broadening of own technical skills and problem solving

Ensure team members maintain current certifications and future required certifications

Engaging in formal and informal knowledge transfer

Time management in accordance with Customer service requests and SLA

Ensure that Network Solutions are monitored and proactively managed to required service levels and administered for the customer

Manage all assigned staff on AOT

Perform Performance appraisals

Attend to staff performance improvement plans when required to

To perform high level support for day to day operations to your assigned team members

Oversee / Attend to OEM interventions when required on Network equipment

Management of customer expectation and perception

Strategic Human Capital Business Partnering:

To successfully complete all training and to maintain certification requirements to fulfil job specifications

CORE RESPONSIBILITIES:

Standard Operating Requirements

Complete all Incidents within SLA requirements

Coordinate service request resolution

Skills Transfers

Manage Team members

Manage OEM Certifications

Identify Training requirements with in your team and the wider network team

Arrange and have regular Workshops

Monitor and have Regular firmware upgrades completed for SLA Clients

Staff Leadership and Management:

Build and manage a high performing team by providing leadership, role clarity, training and career development.

Ensure open communication channels with staff and implement change management interventions where necessary

Set goals and provide regular performance feedback through a well-defined and implemented performance review program

Develop and implement a training plan in order to build and develop skills within the team

Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive a continuous improvement philosophy

Performance manage resources in accordance with HC policy and legislation where necessary

Actively participate in leadership team and develop skills of own team

Promote a xe2x80x98Altron centricxe2x80x99 and xe2x80x98partnership approachxe2x80x99 to develop strong relationships with other working groups and ensure adherence to Group governance

Governance and Risk Management:

Closed calls (Incidents) within specified priority times (SLA) by the team xe2x80x93 target 100%

All requests and Projects completed on time by the team - Due Date

Make sure that all calls are updated timeously and with full accurate details

External Parties and Relationship Management:

Manage relationships with Customers and Business partners and act as a trusted advisor

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

Peers within the Group

All stakeholders within the operation

Shared Services

Assist with Tenders

Network senior mentoring subordinates

knowledge and experience transfer

Reporting / career development

Reasons for Interaction:

Ensure the effective Architecture designs.

Manage relevant Architecture implementations.

Provide guidance on the OEM Architecture advice to technical leads.

Provide input to group relating to OEM Architecture

Collaborate across all departments

External:

Consultants and Service Providers

Relevant OEM Venders

Network Customers

Maintain Fast, efficient customer service

Be a catalogue for Altron

Reasons for Interaction:

Work with consultants and Service Providers

Manage statutory obligations

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

Matric, Diploma or Degree

Professional Qualifications:

OEM - High level certifications (Architect)

Architecture specialisation

Current CCIE certification(s)

ITIL

Years of Experience:

5 - 10 years of progressive, professional experience with an OEM Architecture.

Other requirements:

Demonstrated skills, knowledge and experience in Architecture

Detail orientation, proven organisational skills and high degree of accuracy

Working knowledge of relevant local labour legislation

Practical knowledge of remuneration

Strong oral and written communications skills.

Excellent negotiation skills

Experience of partnering with line management and the Architecture team to produce long term Architecture strategies

Good knowledge of Architecture systems

An understanding of employee engagement that is beyond the theoretical and can demonstrate it with practical examples of how to improve it in the workplace

Excellent prioritisation skills

Strong influencing and conflict resolution skills

Excellent practical knowledge Human Capital Management theories and principles

Strong practical knowledge of all areas of Architecture: change management, performance management, learning and development, workforce planning, Architecture analysis, tender development and input

Ability to maintain supreme levels of ethical behaviour and confidentiality.

Strong management skills

Strong analytical and problem-solving skills

Ability to work independently and within teams

Ability to initiate/manage cross functional teams and multi-disciplinary projects

Ability to identify opportunities for improvement

Ability to impart and share knowledge and skills

Ability to work in a fast-paced environment and under pressure

Behavioural Competencies

The incumbent is required to have demonstrated the following competencies:

Delivery: Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.

Teaming: Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes. Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders.

Leading & Managing Change: Generates and implements new and innovative ideas/approaches to improve business outcomes. Embraces, leads and manages change, providing guidance and support during implementation.

Education National Diploma: Information Technology (Required)

Languages

Altron