Job Description Ensures services are delivered to meet customer business needs and expectations. He / she leads a team with the objective of providing first level of support for resolution of customer and system incidents and liaising with analysts and other agencies to resolve requests / issues in timely fashion.
He / she leads operations and ensures that deliverables and services are within the service level agreement. He / she applies functional knowledge and technical expertise of the account that is being supported.
He / she has some oversight responsibility for providing solutions to customer incidents and assists in the development of the team.
ensuring that the service both technical and business needs Ensuring the proper coordination of incidents across various teams (e.
g. technical team, service desk) as necessary Recommending and implementing actions to continuously improve processes Supervising implementation of internal controls and quality measures and monitoring them on an ongoing basis Assisting in the development and maintenance of procedures, incident reports, and other special projects as required Ensuring proper implementation of critical processes such BCP, change management, transition methodology, incident management & reporting Performing resource planning in order to optimise availability, set goals and objectives for each team member and ensure individuals meet their targets Seeking opportunities to improve knowledge, skills and performance and is receptive to constructive feedback Developing the skills of team members and assisting in identifying appropriate training needs of staff
Job Qualifications 4+ years work experience required with supervisory experience
Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realize value
Ability to contribute to the creation of an environment that motivates individuals to work collaboratively as a team
Ability to work creatively and analytically in a problem-solving environment
Desire to work in an information systems environment
Excellent oral and written communication skills
Excellent time management skills
Good project management skills
Good leadership skills
Good performance management skills including feedback techniques