Please consider the following:
- You must ensure that you and your team are aware of the SLA's and other performance targets.
- You will be responsible for ensuring your team are fully adherent to all ITIL Client Support processes.
- Manage & Direct the day to day activities of the support analysts within the level I and level II day Teams
- Manage shift turnover meetings (p 3)
- QMS Ticket reviews
- On-the-job coaching of team members in their development
- Monitoring of team and individual performance
- Provide a lead role in staff development through training, performance appraisal and team building
- Ensuring all team members follow ITIL standards e.g. change control, configuration management
- Ensure adherence to internal processes,
- Develop and maintain good communications within and across teams
- Act as escalation point for major incidents
- As part of team, standardize and improve working practices
- Ensure incident calls are being progressed in correct technical directions in timely manners
- Ensuring under/over delivering our agreed services is monitored
- Provide 2nd level technical support and ensure that escalated calls and issues are responded to within defined service levels and call management guidelines
- Ensuring Support Analysts, MMC mgrs, Clients & partners are updated on current status of issue
- Implementation of changes to client solutions
- Identify and provide technical training to Operations group as needed.
Knowledge
- Excellent understanding of web site technology
- Excellent understanding of internet
- Good understanding of Server Management
- Knowledge of a call management system and its function.
- Knowledge of ITIL and its function within IT.
Skills
- Excellent Microsoft server skills (troubleshooting)
- Excellent customer service skills
- Ability to manage call levels
- Confidence in liaising with other personnel
- Ability to multi-task and work well under pressure
- Good team working skill essential
- Ability to document processes and procedures in a clear, concise and logical manner.
