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.