Job Description

GLOBAL SYSTEM SUPPORT MANAGER (SOFTWARE) - ROSEBANKFull job descriptionListing reference: cartr_000515Listing status: OnlineApply by: 5 June 2024Position summaryIndustry: IT & InternetJob category: Software-EngineeringLocation: RosebankContract: PermanentEE position: NoIntroductionWe are a world-leading smart mobility SaaS tech company with over 1,500,000 subscribers across 23 countries. Our teams are collaborative, vibrant, and fast-growing, and all team members are empowered with the freedom to influence our products and technology. Are you curious, innovative, and passionate? Do you take ownership, embrace challenges, and love problem-solving? We are looking for a System Support Manager (Global) who will help us continue to build industry disruptive tech products and revolutionize the way our customers use technology.Job description Overall, Purpose of the JobThe main purpose of the position is to provide an interface between the global businesses and Group IT services (IT infrastructure, IT Development and R&D). This entails functions such as building business specifications and project management of all new or upgraded Cartrack systems, products and services and reporting thereon. Additionally, management of the operational functions such as: User support and training; User report development; system fault finding and fixes; Network billing and SIM administration.To contribute daily to our mission of earning the reputation that we provide all our clients and partners with superior quality technology and information supported by first rate service. The incumbent must uphold our promise to clients that we go beyond the expected.Systems Help Desk ManagementSLA ComplianceSystem Integrity - Root Cause Analysis and ResolutionImprove EfficiencyImprove Internal Customer Satisfaction LevelsProduct Support ManagementEffective Product Solution for Project Purposes (Sales Collaboration)Product Integrity - Root Cause Analysis and ResolutionAccuracy - Configuration and Efficient Fitment ProceduresProduct Knowledge DisseminationAnalysis of Usage - Root Cause Analysis and Resolution/escalation to NetworkReduce Risk - Management of Runaway and High Usage NotificationCDR integritySim Department ManagementEnsuring that Service Level Agreements (SLAs) are fulfilled.Ensuring that Access Point Names (APNs) are not misused.Detailed DescriptionLead and project manage new operational systems design as specified by management and/or the needs of the BusinessInterface with I.T. technical on the system development according to project timelines and requirementsTest and implement new systems with usersOptimize and maintain systemsChange management with users - training and implementationManage international roll outs of new systemsGenerate new ideas and concepts for system improvement for management approval and project manage to completionManage and co-ordinate the scope and specifications of all system change and upgrade requests with I.T. TechnicalOngoing maintenance of systems by identifying bugs/system fixes/enhancements for I.T. Technical to resolve and verify prior to release to usersTrain users on systems and productsMaintain international users at same level/version as SAManage the function of procurement, issuing and status changes of SIMSAdminister the quality control checks and corrective actions on SIM cardsManage the daily/weekly/monthly database checks and reconciliations against the network operators databases and take corrective action to maintain integrityMinimize the cost of SIM service charges within the set business objectivesManage the APNs with the networks and load balancing across APN's and allocation of bundles to minimize data costsManage system for recording and analyzing all CDR records and ensure data volumes are managed efficiently, costs are minimized and reconciled to network bills and all SIMS generating high data volumes are managed by exception and corrective action taken timeouslyTest all new products on the bench and in the field with relevant users (e.g. Fitment Services) and verify all fixes and approve for release, with release bulletins, to marketDesign and automation of management reportsEnsure report integrity is maintainedLeading and managing a team of Tier 2 Support agents, while also managing a team of Tier 1 support agents in collaboration with a Tier 1 manager.Overseeing internal applications and spearheading the management of the SIM department for APN and SIM usage. Minimum requirements Commercial degree (B Com Informatics or BSc Computer Science) with I.T. subjects relating to systems specification & development, programming, and database management such as:Scripting experienceSQL experienceKnowledge of Open-source EnvironmentsBasic Linux knowledge REQUIREDMS Office (advanced Excel)Documenting experiencePrior experience with scaling IoT systems.Telecommunications industry and networks knowledge and experience bonus

JustTheJob