AWS Service Manager (Sandton) at Blue Label Telecoms

Job Purpose

• This position will report into the BluNOVA Chief Information Officer and will be responsible for ensuring the efficient and professional operation of the BluNOVA Support Desk, in-line with internal and external service level agreements.
• The Support Manager will also manage Support Desk staff, establish relationships with clients, and be a champion for customer service.

Key Responsibilities

Strategic Planning & Operations Management

• Delegate tasks to technicians based on SLA, technician availability and skill level.
• Ensure that the BluNOVA Support Desk adheres to SLAs for specific issues with respect to the severity of the issue.
• Perform root cause analysis of issues related to BluNOVA’s AWS Lambdas and develop resolution plans.
• Provide support for new Lambda releases and deployments.
• Understand the service-cost relationship and drive continuous service improvements.
• Provide resource capacity to deliver against the BluNova project objectives with the relevant technical skills.

Compliance & Reporting

• Provide BluNOVA Executive team with insights into the performance of the Support Desk.
• Control and mitigate Support Desk performance that falls outside of defined acceptable thresholds.
• Conduct risk assessments and prepare mitigation plans.
• Review tactical and long-term metrics of the Support Desk.

Compliance & Reporting

• Provide BluNOVA Executive team with insights into the performance of the Support Desk.
• Control and mitigate Support Desk performance that falls outside of defined acceptable thresholds.
• Conduct risk assessments and prepare mitigation plans.
• Review tactical and long-term metrics of the Support Desk.

Stakeholder Management

• Manage external service providers.
• Interact with business team to understand, document, and communicate service level agreements to team members.

Collaboration with Internal Teams

• Mentor and direct team members.
• Work with the team to develop issue management and service improvement plans.
• Work with cross-functional teams – both internal and external.
• Ensure team follows best-practices and maintains SLAs.

Personnel Management

• Assist in staff recruiting, training, performance evaluation, promotion, retention, and termination activities.

Requirements

Competencies

• Familiarity with AWS serverless infrastructure.
• Creative problem solving.
• Ability to diagnose and troubleshoot technical issues.
• Proficient with scripting and APIs. 
• Ability to work in a small, remote team; especially the ability to communicate clearly regarding any issues experienced on BluNOVA’s Lambdas.
• Acute attention to detail.
• Excellent problem-solving and communication skills.

Education

• Bachelor’s degree (BSc.) or Diploma in Engineering, Computer Science, Information Technology or equivalent.
• ITIL Foundation Certification
• MCSE / N+ / A+

Experience

• 5+ years’ experience in a similar role.
• Customer-service background with a customer-centric approach to support.
• Experience in dealing with customers during problem resolution and operating efficiently under pressure.
• Service improvement, planning and implementation.
• Service impact assessment.
• SLA management.
• Change and release management.
• Agile methodologies.
• IT Support.