Job Responsibilities: Prepare and present training sessions to support team members Ensure that verbal and written reports of application investigations and resolutions are accurate and clear before presentation to the customer After hours support and standby for Altron SI applications Manage the escalation and follow-up with external teams to ensure that deliverables are completed within customer SLAs Proactively manage the support team investigations until the incidents are resolved Perform investigations on support processes to continuously improve and/or simplify the operational support effort Provide mentoring and assistance to the support team for application and business issues Performance measurement of support team members Prepare weekly and monthly management progress and performance reports Provide assistance and regular feedback to the customer for escalated application issues Take overall ownership of incidents to ensure that team members meet customer SLA’s for deliverables and application performance Attend ad hoc, weekly and monthly customer meetings and reviews that are relevant to support team Provide senior level monitoring/support/investigation/fault administration for Altron Systems Integration business applications Manage the daily, weekly monthly support team tasks and deliverables [the_ad id="21943"] Job Requirements: Comfortable with working in the customer domain Ability to assist with and solve complex problems on business applications and processes Strong end to end investigation and data analysis skills Ability to adjust to the needs of a flexible working environment Leadership skills to manage a junior to senior level support team Good management and technical written and verbal communication skills essential Minimum 2 years team leader or senior application support experience ITIL Certification Working in a DevOps environment 3 Year tertiary qualification or a relevant IT qualification Ability to interact with management, development and support teams Previous exposure to Telco application support Sound knowledge of the disciplines in an application support environment, incident management, change management, problem management, continuous service improvement etc. Job Details: Company: Altron Vacancy Type: Full Time Job Location: Cape Town, Western Cape, SA Application Deadline: N/A [the_ad id="21944"] Apply Here jobsrican.com
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