AWS Service Desk Manager for SLA&Operational Excellence, Sandton

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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