Technical Resolution Tribe Leader

Midrand, South Africa

Jurumani offers an environment where creativity and the practice of building things is believed to be fundamentally useful to both the Client and Jurumani Solutions. Providing opportunity to focus on making products and business operating capabilities work, which means we often are more concerned with how systems align, orchestrate and integrate to achieve business outcomes than any single point solution, essentially building systems that make fixed and mobile telecoms services work for the consumer and enterprise markets.

The environment encourages Agile mode of operation for the delivery of the access technology and management of the service delivery process.

The Technical Resolution Management Tribe Leader needs to lead and manage the Technical Resolution Management function within the Business Customer Service Operations Center. Take overall responsibility for the performance and ongoing development of the Technical Resolution Management Team, ensuring delivery of contractual obligations.

Role responsibilities and key focus areas:

People Management

  • Coach and support Technical Resolution Management Team
  • Day to day management of Teams performance
  • Documents Teams Personal Development Plans
  • Regularly communicate to Technical Resolution Team and the general CSOC Operational Teams
  • Ensures that all Human Resources policies and procedures are observed
  • Leads by example in living the values of the organisation
  • Ensures the Technical Resolution Management Team is fully equipped to handle the workload
  • Coaches to ensure a full understanding of the consequences of errors
  • Continue to create and maintain an environment that fosters teamwork and cooperation amongst team members
  • Communicates effectively, building and maintaining relationships
  • Ensures consistent compliance with company policies and procedures, corporate governance, and relevant legislation
  • Onboard and off-board Staff
  • Ensures Technical Resolution Management Squad Leaders & Technical Officers timesheets are accurately completed and timeously submitted

Customer Relations

  • Manages all customer, internal and vendor related issues
  • Ensures operational delivery is in line with contractual obligations
  • Provides input and participates in improving Customer relationships
  • Owns all escalations escalated by customers, internal stakeholders, and vendors

Reporting & Administration

  • Provides relevant internal and external reports as per the business unit requirements
  • Analyses business data identifying and highlighting trends to the management team
  • Compiles ad hoc reports as and when required
  • Analyses operational data and takes relevant action
  • Monitoring the IT infrastructure through the third-party tool and reporting any outages to relevant resolver groups.
  • Report on 3rd party vendors in order to manage relationships
  • Manage and report on business functions assigned to the Technical Resolution Management Team

Technical Skills and experience:

  • Matric Certification (essential)
  • 3 Year Degree / equivalent Diploma in engineering / Information Technology / computer science (desirable)
  • ITIL certified
  • 3+ years on an ICT Service Desk environment
  • 5+ years experience in managing a team within a technical environment
  • Understanding of IP, GSM and Telecommunications / ICT industry
  • MPLS networks
  • Cisco products
  • Analysis and diagnosis of incidents
  • CRM / Service Management system such as Siebel, HP SD, Remedy, etc.
  • Product knowledge – Access services, Broadband services, VoIP, ECommerce,
  • Network diagnostic tools and methods

Tell your friends about this position

Personal information
Professional data