Technical Support Team Lead

Role Purpose

As Technical Support Team Lead, you will ensure that the Company’s deployed solutions provide our customers with a level of service that sets us apart in the industry. This is achieved through (i) managing the service relationship with customers; (ii) co-ordinating and supporting the global support team; (iii) managing incidents and problems at a very technical level, and (iv)  identifying and driving service improvement initiatives, including software tools for service automation.

Responsibilities

  • Managing the company’s technical support relationship with customers:
  • Conducting critical incident response and customer communications
  • Initiating and driving problem and change management in line with ITIL and best practices for the software industry
  • Maintaining key relationships within customers’ operations teams
  • Chairing service-level compliance meetings with customers
  • Managing monthly service quality reporting to customers
  • Coordinating corrective actions with internal teams
  • Managing the policies and processes of the support team, which include:
  • Incident management process
  • Service request or case management process
  • Service desk process and resources
  • Support team’s knowledge base, troubleshooting guides, and self-help documentation
  • Supporting the support team:
  • Acting as escalation point for incidents and service requests
  • Acting as an escalation and coordination point for the regional support and sales teams
  • Managing and driving of Severity 1 and 2 incidents to closure (Incident, Problem, Change management)
  • Engaging cross-functional stakeholders and coordinating the resolution of issues
  • Assisting with process development and workshopping of problems and challenges
  • Assisting with the scoping, implementation, and reviewing of support tools
  • You will be on standby on a rotating basis for system alarms and client emergencies.
  • Occasionally travel, to assist with implementation, upgrades, or training, may be required.
  • You should hold South African citizenship.

Qualifications and Experience 

  • A relevant tertiary qualification in a technical field (Engineering, Computer Science, or IT).
  • 8+ years’ experience in a product/software development and service organization delivering to the enterprise market.
  • Experience in advanced (Tier 3-4) support of enterprise clients.
  • Experience in dealing with software development teams.
  • Overall understanding of IT infrastructure and networking, including mobile networks and devices, from a troubleshooting perspective.
  • Basic understanding of Linux, mySQL, Java, Webservice APIs, and Python (or similar technologies) from a support perspective.
  • Experience in querying and analyzing databases, transaction workflows, and logs for troubleshooting purposes.
  • ITIL training, or experience in a service organization following ITIL processes.
  • Experience in the financial, software support, or telecommunications industries would be advantageous.

Skills and experience

As Technical Support Team Lead, you will have

  • The ability to analyze and troubleshoot complex problems, and propose solutions or recommendations. A proven track record would be advantageous.
  • Effective written and verbal communication skills: the ability to express thoughts clearly, listen carefully, and respond appropriately. You should be able to communicate clearly to prevent misinterpretation and misunderstanding.
  • High emotional intelligence: you should understand your emotions and how they impact others, and should be able to identify the wants, needs, and viewpoints of others.
  • The ability to manage conflict well and build strong relationships.
  • Strong leadership skills and the ability to influence, negotiate with, and persuade others.
  • An action-oriented approach and a passion for customer service.
  • A love of structure and the ability to pay careful attention to detail.
  • The ability to function well under pressure
  • You will be on standby on a rotating basis for system alarms and client emergencies.
  • Occasionally travel, to assist with implementation, upgrades, or training, may be required.
  • You should hold South African citizenship.
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