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- Operation Team Lead
Job vacancy Operation Team Lead
Announced
05 April, 2024
Job Type
Employee
Job Status
Full Time
Job Title
Operation Team Lead
Job Location
Central - Chobe - Francistown - Gaborone - Ghanzi - Jwaneng - Kgalagadi - Kgatleng - Kweneng - Lobatse - Ngamiland - North-East - Orapa - Selebi-Phikwe - South-East - Southern - Sowa - International
Job Presentation
Job Overview:
In this role, you will supervise the staff, day-to-day activities, and technical staff operations. Manages and reports relevant key performance indicators. Regularly directs the work of at least three or more full-time employees.
Duties & Responsibilities:
- Provide top-level technical support, including problem resolution, change implementation, meetings/calls and one-on-one technical support within SLAs for clients.
- Ensure team output meets quality and service level standards set by management and clients.
- Coordinate the daily activities of the operation engineers, set priorities for the team to ensure task/ticket completion and coordinate work activities with other supervisors.
- Understand our Operating Principles and make them the guidelines for how the operation engineers carry out their tasks correctly and efficiently.
- Perform quality assurance auditing of operation team tickets.
- Create detailed reports based on management and client requests.
- Interface with the engineering team and other teams regarding escalations.
- Attend client and stakeholder meetings, respond to their inquiries, share status with them and address any concerns raised.
- Must know different troubleshooting techniques for use in a variety of circumstances.
- Assist in the development of processes and procedures.
- Assist in handling difficult client situations and complaints referred by the team.
- Assist in scheduling and assignment of technical staff to meet operational needs.
- Assist in onboarding of new staff and ensuring training plans are followed.
- Ability to understand product mechanisms & deliverable technicalities.
Required profile for job ad : Operation Team Lead
Qualifications:
- 5+ years of proven experience in operation/technical support roles, including one year in a supervision role.
- Advanced knowledge of SQL and Linux-based systems.
- Good knowledge of Bash shell commands and/or PowerShell.
- Professional verbal and written English communication skills.
- Ability to build effective interpersonal relationships within the workplace.
- Ability to handle high-pressure situations well, while maintaining calm and composure in stressful situations is a must.
- Strong time management, prioritisation and organisational skills.
- Strong troubleshooting of complex technical issues.
- Knowledge of general-purpose programming languages such as Java & Python is highly recommended.
- Bachelor’s degree in Engineering or Computer Science or a similar degree.
- Experience in any ticketing system is a must.
- Knowledge of Cloud solutions is a plus.
- Familiar with the main concepts and implementation of Incident, Change, and service management.
- ITIL Certification is a plus.
Job category : | IT, new technologiesManagement |
Industries : | IT, software engineering, Internet |
Employment type : | Permanent contract - Fixed-term contract |
Region : | Central - Chobe - Francistown - Gaborone - Ghanzi - Jwaneng - Kgalagadi - Kgatleng - Kweneng - Lobatse - Ngamiland - North-East - Orapa - Selebi-Phikwe - South-East - Southern - Sowa - International |
Experience level : | 5 to 10 years |
Educational level : | Bachelor |
Key Skills : | ITILmanagementJAVABASHschedulingPYTHONPOWERSHELLtime managementSHELLSQL |
Number of Position(s) : | 1 |
Please report any irregularities by using the candidate contact form and selecting the subject "Report a job ad".
Valid Till
3 Jun, 2024 (21 days left)
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