Job Description

Responsibilities

• Proactively monitor and drive service delivery to clients
• Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers
• Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites
• Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate
• Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
• Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients.
• Provide operational support and continuous service improvement post client handover from TS (or other) teams
• Plan and implement training and development initiatives for direct reports
• Review training requirements for service operations teams
• Engage with clients for technical operations as part of routine operations
• Plan and implement key service improvement priorities based on a continual service improvement approach
• Feed continual service improvement priorities into the automation team
• Lead the team in the implementation of strategic initiatives
• Measure, analyse and improve team\'s delivery capabilities
• Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved
• Responsible for the day to day running of operations in line with the performance established by the business
• Ensure maximum uptime and the accurate and early response to client operational issues
• Responsible for resource planning and work allocation to meet agreed service levels
• Identify opportunities for continuous service improvement
• Engage with clients for technical operations as part of routine operations

• Have eight(8) years of working experience in the Information Technology (IT) field, especially in the area of network planning, implementation, operation and management
• Have at least three(3) years of experience in leading a team of network engineers
• Have good working knowledge managing enterprise network, such as Routing & Switching, Cisco ACI, Firewalls(Palo Alto, Checkpoint and Fortigate) and F5 products(LTM, GTM and ASM)
• In depth knowledge of best practices around management, control, and monitoring of network infrastructure
• Excellent organisational and team leadership skills
• Excellent communication skills - both verbal and written
• Ability to collaborate with internal stakeholders and external clients
• Strong leadership skills including effective time management, prioritisation and delegation of work
• Excellent focus on client centricity
• Highly focused on business outcomes
• Ability to communicate and work across different cultures and social groups
• Ability to work well in a pressurised environment
• Ability to adapt to changing circumstances

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