AWS Service Desk Manager for SLA & Operational Excellence

Blu Label Unlimited; Sandton; On-site; ZAR 600,000 - 800,000; Full time

Job summary

An innovative tech company located in Sandton, South Africa, is seeking a Support Manager to lead their Support Desk operations. This role requires a minimum of 5 years of experience in a similar position, a customer-centric approach, and familiarity with AWS infrastructure. The Support Manager will manage staff, oversee service level agreements, and handle performance reporting to the executive team. A relevant degree and ITIL certification are essential for this role. Exceptional problem-solving skills and attention to detail are also required.

Qualifications

• 5+ years’ experience in a similar role.
• Customer-service background required.
• Experience in dealing with customers during problem resolution.

Responsibilities

• Manage Support Desk staff and delegate tasks.
• Ensure adherence to SLAs and perform root cause analysis.
• Provide insights into Support Desk performance.

Skills

Problem solving

Communication skills

Technical diagnosis

Scripting

Attention to detail

Education

Bachelor’s degree (BSc.) or Diploma in Engineering/IT

ITIL Foundation Certification

MCSE / N+ / A+

Job description

Job Purpose

This position will report into the BluNOVA Chief Information Officer and will be responsible for ensuring the efficient and professional operation of the BluNOVA Support Desk, in-line with internal and external service level agreements. The Support Manager will also manage Support Desk staff, establish relationships with clients, and be a champion for customer service.

Job Purpose

This position will report into the BluNOVA Chief Information Officer and will be responsible for ensuring the efficient and professional operation of the BluNOVA Support Desk, in-line with internal and external service level agreements. The Support Manager will also manage Support Desk staff, establish relationships with clients, and be a champion for customer service.

Key Responsibilities

Strategic Planning & Operations Management

• Delegate tasks to technicians based on SLA, technician availability and skill level.
• Ensure that the BluNOVA Support Desk adheres to SLAs for specific issues with respect to the severity of the issue.
• Perform root cause analysis of issues related to BluNOVA’s AWS Lambdas and develop resolution plans.
• Provide support for new Lambda releases and deployments.
• Understand the service-cost relationship and drive continuous service improvements.
• Provide resource capacity to deliver against the BluNova project objectives with the relevant technical skills.
  
  

Compliance & Reporting

• Provide BluNOVA Executive team with insights into the performance of the Support Desk.
• Control and mitigate Support Desk performance that falls outside of defined acceptable thresholds.
• Conduct risk assessments and prepare mitigation plans.
• Review tactical and long-term metrics of the Support Desk.
  
  

Compliance & Reporting

• Provide BluNOVA Executive team with insights into the performance of the Support Desk.
• Control and mitigate Support Desk performance that falls outside of defined acceptable thresholds.
• Conduct risk assessments and prepare mitigation plans.
• Review tactical and long-term metrics of the Support Desk.
  
  

Stakeholder Management

• Manage external service providers.
• Interact with business team to understand, document, and communicate service level agreements to team members.
  
  

Collaboration with Internal Teams

• Mentor and direct team members.
• Work with the team to develop issue management and service improvement plans.
• Work with cross-functional teams - both internal and external.
• Ensure team follows best-practices and maintains SLAs.
  
  

Personnel Management

• Assist in staff recruiting, training, performance evaluation, promotion, retention, and termination activities.
  
  

Competencies

• Familiarity with AWS serverless infrastructure.
• Creative problem solving.
• Ability to diagnose and troubleshoot technical issues.
• Proficient with scripting and APIs.
• Ability to work in a small, remote team; especially the ability to communicate clearly regarding any issues experienced on BluNOVA’s Lambdas.
• Acute attention to detail.
• Excellent problem-solving and communication skills.
  
  

Education

• Bachelor’s degree (BSc.) or Diploma in Engineering, Computer Science, Information Technology or equivalent.
• ITIL Foundation Certification
• MCSE / N+ / A+
  
  

Experience

• 5+ years’ experience in a similar role.
• Customer-service background with a customer-centric approach to support.
• Experience in dealing with customers during problem resolution and operating efficiently under pressure.
• Service improvement, planning and implementation.
• Service impact assessment.
• SLA management.
• Change and release management.
• Agile methodologies.
• IT Support.
  
  

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