Team Leader Unix Team

As a UNIX Team Leader you ensure that the client’s IT infrastructure and systems remains operational through proactively managing technical incidents to resolution. Your primary objective is to ensure zero missed service level agreement conditions and the achievement of client satisfaction through assisting with the planning, building and supporting of technology solutions. You focus on ensuring all lines of support for complex incidents, requests, events and/or problems through the effective management and leadership of a team of operations Engineers.

• You help Project Managers to define and execute projects in time;
• You ensure that assigned infrastructure and software component are configured, installed, tested and operational. In this regard, you perform necessary checks, apply monitoring tools and respond to alerts;
• You identify problems, events, incidents and error prior to or when they occur. You ensure that log of all such incidents in a timely manner with the required level of detail with all the necessary stakeholders are done. You liaise with all stakeholders to expedite diagnosis of errors, events, incidents, requests and problems and to identify a resolution;
• You take full ownership for managing the incident, request, event and/or problem to resolution within the services level conditions. Where necessary, you escalate complex requests and expectations to the next line of support;
• You provide continuous feedback to Service Operation Manager and affected parties and update all systems and/or portals as prescribed by procedures. You ensure adherence to customer requirements and service level agreements and related processes;
• You will be required to follow the required handover procedures for shift changes to ensure service continuity. You complete and maintain any shift handover schedules. You ensure the accurate and efficient allocation of resources to project and operational services;
• As People Manager of a team of Operational Engineers, you take responsibility for the operational management of the team, create and execute plans and report on team activities in the required forums. You also take responsibility for the training and development of your team members;
• You are responsible for producing breach and other reports that are necessary for the correct operation of processes. You identify failures and short-comings in the current processes and escalate with recommendations. You communicate well and capture all pertinent details when required to contribute to success;
• You provide administration, technical support for the Unix Server environment; including 3rd party and applications, e.g.: infrastructure monitoring; implements standard changes and service requests; documentation management; participate in technical project work; managing service improvement initiatives; ensure pro-active optimization of service delivery organization, methods and tools; etc.