Ops Manager Technical Support

Business unit, Department, Reporting

Core Description

To oversee and direct technical support for core infrastructure to transform IT and realise the digitalisation journey for our clients. To lead the facilitation of operations architecture and IT continuity management for technical support team. Support best practices, deadlines, and quality control to provide enterprise level support to our customers/users.

Key Deliverables / Primary Functions

• Manage the administration and maintenance of the environment, in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
• Manage the identification and mitigation of operational risk within Infrastructure.
• Collaborate between and within BCX Divisions and establish and enhance relationships and network with partners, customers and vendors in support of market dominance.
• Provide input into and track against the annual budget and forecasts within defined guidelines, directing and coordinating activities to achieve revenue and cost containment targets.
• Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformation.
• Provide input, develop and manage the implementation of process and procedures to maintain or recover the delivery of systems and services in the event of any physical, technical, or environmental disaster or major outage, providing continuity of service to customer.
• Participate in multiple, large scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements.
• Interact with customers when escalated to, to provide and process information in response to technical requests about products and services

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

3 years relevant experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.

 OR 

5 years’ experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements