Manager Information Technology, Network
• The Client Network Supports Team is responsible for the day-to-day operation and maintenance of the Network and Security platforms that underpin our clients’ critical IT services enabling our clients to be great at what they do. • The Client Network Supports Team brings together a diverse group of people to make a compelling team dynamic. Working with highly skilled people who are cross-skilled in multiple technologies you’ll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. • You’ll work on a diverse mix of client network architectures exposing you to multiple vendor Network and Security technologies including the very latest Cloud technologies. • In this position, you’ll manage and develop team Level 3 and 4 Network Support Engineers responsible for supporting the network infrastructure of Ensono’s global client base. With your leadership, guidance and mentoring they will deliver a responsive and exceptional support service for client events and requests. • Responsible for management/escalation of operational • Manage the resolution of complex technical issues • Ensuring clients & partners are updated on status of issues • Deliver a responsive and effective support service for client incidents and service requests ensuring escalation to relevant teams in line with SLAs
Key Responsibilities
· You'll work with your team to ensure that they are aware of SLA’s and other performance targets
· You will be monitoring individual and team performance against agreed targets
· You will be responsible for ensuring your team are fully adherent to all ITIL processes
· You will manage and direct the day to day activities of the support engineers
· You will own recruitment and induction of new starters (working with HR)
· You will be responsible for on-the-job coaching of team members in their development
· You will provide a lead role in staff development through training, performance appraisal and team building
· You will ensure adherence to internal processes
· You will develop and maintain good communications within network support and other teams across operations
· You will act as escalation point for major incidents
· You will work with the team to standardize and improve working practices
· You will ensure incident calls are being progressed in correct technical directions in timely manners
· You will ensure that delivering under/over our agreed services is monitored
· You will ensure that escalated calls and issues are responded to within defined service levels and call management guidelines
· You will utilize and liaise with third party suppliers and support functions
· You will ensure support engineers, clients and partners are updated on the status of issues
· You will oversee implementation of changes to customer solutions
· You will identify technical training as needed
· Engages delivery organization to ensure product operations and delivery capabilities are addressed.
Skills & Knowledge
· Experience managing customer operations teams
· Excellent client communications skills
· Experience in supporting high availability customer-focused environments
· Excellent team working skills are essential
QUALIFICATIONS
· Bachelor's Degree; or 5 years of relevant work experience
Preferred
· Desired: Six Sigma, Business Analyst Certification; BPM certification
· ITIL