Head Of Technical Support at Switchlink Africa Ltd

Essential Job Responsibilities:

The Technical/Operations Support Lead will be the expert in all Company software and hardware; supporting training, development of new service offerings, customer on-boarding and overall production efforts.

• Provide daily guidance, mentorship, and coaching to your team
• Lead a team of IT operations and infrastructure engineers
• Be responsible for the technical support of the switch link Platform and global business, including switch link engineering teams
• Develop effective partnerships within your team and other teams within the group
• Troubleshooting and monitoring of the operational infrastructure
• Support the services and answer technical queries from customers and internal staff.
• Liaise with managed service providers
• To take ownership of user problems and be proactive when dealing with user issues
• Respond to enquiries from employees and help them resolve any hardware and/or software problems
• Manage ISO27001 documentation and implement processes
• Act as a resource or lead as required in the planning, management and implementation of system operations and processes.
• Act as an escalation point for production systems and applications - liaising with external support organisations as and when required.
• Providing in-depth technical expertise for both project and operational initiatives.
• Take part in IT continuous improvement programs within enterprise guidelines.
• Along with the team - managing the migration to new technologies.
• Ensuring compliance with all relevant (where applied) standards and security guidelines

Qualifications

• 6+ years of experience as a Systems or DevOps Engineer
• 2+ years of technical and management leadership
• Experience with containers, Kubernetes, AWS, and/or Jenkins is a plus, but not required
• Experience in a support role, triaging and responding to ad hoc requests of varying urgency
• Demonstrated history of embracing Infrastructure as CodeAbility to script in one of the following languages: Bash, Python, Ruby
• Ability to read code in one of the following languages: Golang, Javascript

Skills

• Good understanding of IT Service management.
• Customer support skills.
• SQL Knowledge – working with Oracle, Postgres, Mysql RDMSs.
• Basic SAAS knowledge.
• Ability to understanding, interrogate and articulate complex systems.
• Understanding of BI tools like Power BI and Metabase.
• Basic programming knowledge.
• Understanding of API.
• Software Quality Assurance Experience.
• Conversant with Scrum and Agile framework and associated tools like azure Devops, Jenkins etc.
• Professional qualifications Software testing and IT service Management such as ITIL or ISTQB
• Excellent interpersonal and communication skills
• Strategic with a focus on details
• Ability to mentor and couch talent
• Data driven with high qualitative and quantitative skills
• Self discipline and an executor
• Aptitude in decision-making and problem-solving
• Ability to create efficient processes
• Outstanding organizational and leadership abilities
• Detailed and through