Job Description

Title Team Lead: Systems SeniorAs the Team Leader for the VMWare and Wintel Team, your purpose is to provide leadership and guidance to a team of technical professionals responsible for the design, implementation, and support of VMware and Windows servers running on a Dell EMC VxRail solutions. Your primary responsibility is to ensure that the team delivers high-quality solutions that meet customer requirements within budget and timelines.Must also be able to Monitor, maintain and support the Windows server, VMWare and VxRail hyper-converged infrastructure and applications and general Server support. Design, document, install, upgrade, and continuous improvement.As a team leader you are a subject matter expert and provide technical leadership to your peers.KEY RESPONSIBILITIES:Key Performance Area:Monitor the team's performance and track metrics such as productivity, efficiency, and quality of workMonitor the team's technical skills development through training, certification, and other development opportunitiesIdentify opportunities for process improvement within the team and track progress towards implementing these changesEnsure that team members are fully utilized and that the team is adequately staffed to meet demandMonitor vendor relationships and track the quality of service provided by vendorsEnsure that all contracted Service Level Objectives and Satisfaction targets are achievedTo ensure that all calls are logged correctly, updated correctly, followed up, escalated timeously, serviced and closed with sufficient detailEnsure that all calls achieve service level targets and quality objectivesEnsure that all platforms are designed, supported and maintained in accordance with applicable best practice recommendationsEnsure that all routine monitoring and maintenance tasks are completed according to schedule and to the prescribed standardsEnsure that all open calls are constantly reviewed and updated until call closureEnsure a minimum of 98% customer satisfaction feedback rating on a monthly basis with external contracted Customers and action to position SLA and satisfaction measurement for internal supportTo ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and UsersTo ensure adherence to all Altron and Customer processes, policies and procedures as per prescribed complianceTo ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure frameworkPerform the role of a technical leader and serve as mentor for you peersCORE RESPONSIBILITIES:Support:Coordinates problem resolution among a variety of functional areas and provides subject matter expertise support for diagnosing and resolving problemsRecommends and may implement software or hardware changes to rectify problems or address improvement opportunitiesMaintain and provide support for Clients Infrastructure ServicesWork with other Engineers, Vendors, and Architects for resolution of issuesRequest technical assistance and escalate when necessaryDocument, monitor, report, and manage the resolution of issuesRecommend procedures and controls for problem resolutionDevelop and implement workarounds and temporary solutionsCreate and update technical documentationContribute to Knowledge Base ArticlesDevelop, optimise and automate Maintenance tasksDevelop, optimise and automate Update TasksContinuously review existing maintenance tools, processes and services and propose optimisationDevelops, maintains, recommends, documents, and supports tools and back-end utilities to provide Performance, Capacity and Availability managementImplement, Optimise and Support Application Performance ManagementPerforms capacity workload modelling and availability analysis for a variety of platforms and environmentsDevelop and Recommend changes and enhancements for improving the monitoring serviceAssess and analyse availability monitoring metrics and reports to provide recommendationsAssess and analyse capacity monitoring metrics and reports to provide recommendationsMonitor and Optimise System Maintenance PlansDevelop and complete performance and control reportsDeploy, upgrade, and migrate platforms, systems and applicationsLead and assist with deployment projectsCreate and update deployment project plans and schedulesCreate and update technical documentationDesign and Develop:Work with sales and presales resources to architect solutions, services and pricingAccurately estimate effort required for projects and servicesIntegrate solutions with other applications and platforms based on engineering requirementsDevelop scripted solutions and automationEnsures adherence to security requirementsReports security issues when appropriate and gathers required informationAnalyses audit trails to detect systematic security violationsMakes recommendations to improve security and participates in investigationsAssist with implementation of Security recommendationsWork with auditors and security professionals to implement and enhance securityBackup and Disaster Recovery:Manage and Monitor Backup ServicesContinually assess backup and DR and escalate any risksImplement the DR plans for disaster recoveryParticipates in the design, implementation, and execution of backup and disaster recovery plans for infrastructure solutionsDocument and Optimise Backup servicesService Level Management:Manages all calls assigned to you in accordance with SLA objectivesAssists the team to drive service level excellenceMonitors systems and services to ensure that performance targets are metContributes to service level reportsContinuous Improvement and Innovation:Identify and recommend Continuous Improvement and Innovation initiativesAnalyse and report on operational metrics to understand performance and to ensure success in process improvementsRecommends and develops solutions for improvement of policies and proceduresIdentify tasks eligible for automationGovernance and Risk Management:Ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed complianceFormally raise any identified risks and issues with your direct managerAdhere to all Health and Safety RequirementsReview and update the risk and issue registerExternal Parties and Relationship Management:Working vendors and 3rd parties to implement and support solutionsWorking with Third Parties to resolve issuesThird Party ManagementContinuous Learning:Update skills to align to company certification targets and customer requirementsContinuously increase knowledge to be the Subject Matter Expert in your FieldCOMMUNICATIONS & WORKING RELATIONSHIPS:Internal:Service DeskPeers within the GroupOperations ManagerReasons for Interaction:Call ManagementCollaboration and mentoringProvide input and feedbackExternal:Clients (End User)Customer ManagementVendorsThird Party Service ProvidersReasons for Interaction:Assist with incident, request and projectsPresentations, RCAs, meetings, feedback and reportsVendor projects and escalationsCollaborate on issues resolution and projectsQUALIFICATIONS, EXPERIENCE, & SKILLS:Educational Qualifications:Matric; National Certificate or Technical Support NQF Level 4 SAQA ID 78966National Diploma or relevant B DegreeProfessional Qualifications:Microsoft Certified Systems EngineerVCP - VMware Certified Professional - Data Center VirtualizationInfrastructure Services:MCSEScripting and PowerShellMicrosoft Certified Associate +Microsoft Certified ExpertMicrosoft Certified Technology SpecialistMCSEMicrosoft Certified Associate +Microsoft Certified ExpertAWS Certified DevOps Engineer Professional Relevant Equivalent CertificationVxRail Specialist DES-6321VxRail Associate DEA-64T1Project Management CertificationTOGAFITIL Service DesignCertified Cloud ArchitectYears of Experience:More than 5 years Technical Support on an VmWare Enterprise EnvironmentExperience designing and implementing enterprise solutions and platformsExperience in creating documentation: service definitions, technical support, design and SOP'sMore than 2 years managing a teamANDInfrastructure ServicesOf which at least 3 years experience in Senior or Advanced support services for Virtual or Cloud PlatformsORManage Monitor and Automation ServicesOf which at least 3 years experience in the support and administration of Enterprise Platform where at least 1 year has been in a senior support position. (e.g., SCOM, SCCM, SCOrch, Azure Monitor)Other requirements:Reliable Transport and travel for workProvide backfill for customer and support staff when requiredCommunication (Written and Verbal) - Clear, concise, good command and conveyance of languageConflict managementExcellent prioritisation skillsStrong problem-solving skillsAbility to work independently and within teamsAbility to impart and share knowledge and skillsAbility to work under pressureBehavioural CompetenciesThe incumbent is required to have demonstrated the following competencies:Strategic Thinking: Examines issues and creates plans with a long-term perspective. Generates ideas and critically evaluates future scenarios. Applies external and internal factors to strategy development. Considers long term strategic impact when making decisions or setting direction. Ensures that short-term goals support long-term strategy.Business Acumen (Commercial mindset). Uses a methodical problem-solving approach as a foundation for effective decision making taking into account importance, urgency, risk and financial implication.Delivery: Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.Advanced Problem Solving: Anticipates, identifies and defines problems. Seeks root causes. Develops and implements practical and timely solutions.Teaming: Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes. Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders.Change Advocate: Identifies and acts upon opportunities for continuous improvement. Encourages prudent risk-taking, exploration of alternative approaches, and organizational learning. Demonstrates personal commitment to change through actions and words. Mobilizes others to support change through times of stress and uncertainty.Education National Diploma: Information Technology (Required)Languages English

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