EUC Technical Operations Manager (TOM) at Reflex Solutions

The key purpose of the job is to oversee and manage the technical operations of the coastal support team thus ensuring service delivery for coastal customers. This position needs to ensure that systems and processes in the coastal regions are running smoothly and efficiently. This role requires a strong technical background, as well as excellent communication and leadership skills.  

To be successful in this role, you should have excellent organizing, design and communication skills with hands-on experience with various Server, Backup, Virtual Infrastructure, Hosting, Networking and Desktop technologies. Ultimately, you will ensure that all aspects of our customer expectations are met.

Key Responsibilities

Strategy

• Contribute to the development of the Coastal Operations Strategy and into supporting organisational strategies.
• Accountable for developing and communicating technical solutions and process-based strategies for functions within defined roles and responsibilities.
• Responsible for influencing the strategies of the organisation, ensuring that their strategic plans are in alignment with the technical direction of the coastal support team.

• Work closely with the Technical Product Manager and Commercial Product Manager and present the solutions to our business customers.
• Establish and maintain current clients’ relationships through relationship building strategies and increased business with new clients by creating an understanding of the client’s business outcome requirement.
• Collaborate with a diverse customer base, including community leaders and senior business executives.

Technical and Leadership

• Manage and oversee the technical operations of the organization, including servers, networks, databases, and other technical systems and processes.
• Ensure that all technical systems and processes are running smoothly and efficiently and make recommendations for improvements as needed.
• Provide technical leadership during major incidents and drive to quickly resolve complex escalated incidents.
• Coach team members on a proactive basis, raising the team’s overall technical acumen.
• Work with service provider partner to ensure the proper level of technical acumen and quality are executed within the contracted services.
• Guide, influence and motivate technical resources to deliver technically sound services.
• Coordinate and manage technical tasks within costal support team, as well as with external partners if required.
• Monitor and analyze technical performance metrics and develop strategies to improve efficiency and productivity.
• Ensure seamless integration of new infrastructure projects from a project management perspective as well as provide technical leadership and guidance on such projects.
• Up-skill team members so they fully understand all Reflex Solutions Products.
• Provide Tier3 support and high-level fault resolution to the Business and Client Services and determine the root cause and risk elements of failures while considering alternative courses of action.
• Manage the technical team and oversee any technical implementation to ensure high quality of work.
• Assist with the Investigation of new product offerings.
• Demonstrate strong industry related product knowledge.

Process

• Process design thought leader responsible for developing and evolving operational procedures. Examine & document existing processes, evaluate them within the context of availability and maintainability of supported Services.
• Identify areas in need of process documentation and work with the teams to create, document and train the process.
• Identify improvement plans, and work with business to create and communicate plans and manage the execution of the improvement plan.
• Maintain knowledge of industry best practices regarding operations.
• Provide input to the operational implementation plan to ensure that capacity requirements can be proactively identified, managed, and reported on as part of the operational functioning of the product.
• Update Risk register and work towards reducing risk.

Project deployment:

• Project ownership
• Resource allocation to projects based on skill capabilities.
• Assess client environment and advise on changes that may be required to original proposal.
• Interaction with clients with regards to client expectation and to manage the expectations so that they fit into “best practice” strategies as determined on strategies.
• Build solid client relationships.

Minimum Requirements:

• Bachelor's degree in computer science, information technology, or a related field.
• Formal Certifications (Advantage):

• • Microsoft
  • Linux
  • Cyber Security
  • Networking
  • ITIL

• 5+ years of experience in technical operations management, with a strong understanding of servers, networks, databases, and other technical systems and processes.
• Excellent communication and leadership skills, with the ability to manage a team of technical professionals.
• Strong analytical and problem-solving skills, with the ability to analyze technical performance metrics and develop strategies for improvement.
• Ability to stay up to date with the latest developments in technology and make recommendations for new systems and processes as appropriate.
• Experience working in a fast-paced, dynamic environment, with the ability to manage multiple projects simultaneously.