System Support Manager

Role Mandate:

The System Support Manager is responsible for managing a team of technical staff to address and resolve all identified system and user problems in line with existing SLA’s, with the objective of system uptime and productivity.

Job Description

Manage and lead technical support team
Monitor and Maintain systems and infrastructure
Senior Support Engineer
Plan, coordinate and implement system maintenance and software upgrades – UAT to Production
Liaise with other IT personal and developers for problem resolutions on escalated matters.
Maintain Backups, Security, and other strategies.
Manage and maintain client service level agreements.
Examine and analyse Service request patterns.

Communicate effectively with clients and relevant role players to keep them informed on the status of issues and incidents.
Coordinate and liaise with suppliers on equipment repairs.
Team training and staff upskilling.
Build and maintain knowledge base
Continuously improve support experience by means of metrics and customer feedback
Team mentoring.
Ensure support processed are followed and adhered to.
Provide hands on support for all software and equipment.
Competencies:

Strong technical background, troubleshooting and problem solving ability
Sound knowledge of troubleshooting and deployment of thick/fat and thin client based applications
Strong time and team management abilities
Creative and innovative – forwarding thinking
Attention to detail
Ability to manage multiple priorities across different functions and locations.
Good communication skills
Solid MS SQL experience.
ITIL
Qualification and experience:

Diploma in information systems, Engineering or related subject
MS SQL Certification - Advantageous
Driver license
Proven track record
Minimum 4 years’ experience in similar role

Job ID : , #1237, 14 views,

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