Team Manager
1 week ago
**votre rôle**:
**Responsibilities**
- Maintain and optimize Customer's IT environment
- Receives customer demands and transform them to run projects
- Assign the projects to proper calibers upon skills matrix
- Oversee data backup and system security operations as well as upgrades and installations
- Manage installations, upgrades, and configurations of anything new in the environment
- Assess system performance and recommend improvements
- Resolve issues escalated by technicians, engineers, and/or customer
- Ensure data is handled, transferred, or processed according to Security and company guidelines
- Provide support and guidance to stakeholders
- Develop Team policies and practices
- Monitoring an organization’s environment for irregularities and performance issues.
- Assesses system data and error logs, along with user reports, to determine areas for improvement.
- Determine sometimes when systems or servers are due for upgrades.
- Directing the activities of the operation team
- Assesses current Team needs and operations inquiries and assigns personnel to resolve each issue.
- Develop and implement Operations working schedules.
- Develop policies and procedures to ensure that the Team operates effectively and reliably.
- Develop guides along with technical leads and consultants for operations teams.
- Provide direct Customer support by handling customer escalations.
- Provides Technical recommendations in case of escalations to quick solving the issues.
- Maintain constant communication with management, Operations, technical leads, consultants, and customers to ensure proper operations.
- Develop, implement, and maintain quality assurance protocols
- Grow the efficiency of existing organizational processes and procedures to enhance and sustain the environment.
- Actively pursue strategic and operational objectives
- Ensure operational activities remain on time and within a defined Frame agreed before with the customer.
- Track staffing requirements, hiring new employees as needed
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
- Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
- Oversee servers inventory management and internal tools management
- Conduct budget reviews for Run projects and report revenue plans to upper management
- Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions
- complete audits and identify trends to ensure that all KPIs are met.
- Forecast requirements, schedule expenditures, analyze variances, and initiating corrective actions
- Accomplish operations and organization mission by completing related results as needed
- Prepare, Review and approve all operational run projects invoices and ensure they are submitted for payment
- Communicate customer issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints
- Attend customer meetings and deliver qualified information to the customer about operations, incidents, changes, and problems.
- Work on value-adding activities such Knowledge base update & management, training newcomers, coaching & conducting interviews/participation in hiring drives.
- Participate or contribute to the creation of proposals to drive service improvement plans. Key Member/Owner for the Incident, change crisis, problem & release management chains.
**votre profil**:
**Required Skills and Knowledge**
- Hands-on Experience in the knowledge of desktop operating systems
- Working knowledge of network topologies and implementations
- Working knowledge of back-end infrastructure technologies and principles (virtual infrastructure, storage, backup, disaster recovery, and security)
- General knowledge of security devices (firewalls, load balancers, VPNs, firewall rules, boundaries).
- Ability to assess, evaluate the functionality of systems & provide recommendations based on the output of the technical assessment.
- Data analysis skills with any of the data analytical tools (powerbi, Tableau,..)
- Financial knowledge will be a plus
- Proven experience for quotations calculations upon different billing criteria.
- A proven track record of managing a successful business.
- Must have exceptional communication skills including written, oral, and presentation.
- Customer service or support background is mandatory.
- Strong analytical skills are a Must.
- Exceptional interpersonal skills to work with the client are a must.
- provide support for on-call escalations and doing incident & problem management.
- Fluent in English, French is a must. Minimum of 5 years of experience.
**le plus de l'offre**:
This Team will be focused on Large Non-Standared Managed Services Customers. probably wi
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