The ideal candidate would be responsible for the following…
- Day to day management of the technical team including the scheduling of tasks, resource allocation and escalations according to customer demands
- Incident Management - i.t.o. time elapsed and escalations.
- Problem Resolution strategies and execution thereof
- SLA management - ensure that
- Program management - ensure that project commitments are completed within time & budget constraints
- Ensure that best practice (ITIL based) processes & procedures are set up and adhered to by the team.
- Performance management of the technical team as well as the infrastructure Identify and Implement Service improvement Plans.
- Identify new opportunities, which add value and improve service to the client
- Manage team training and development according to the customer technology base
- Customer interaction and feedback
- Weekly and monthly
- 3rd Party Vendor Management
- Server Management and reconciliation
- Customer Satisfaction