IT Vendor and Partner Manager - Umhlanga at Ignition Group

Description

• Proactively manage incidents by monitoring key components so that failures and potential failures are detected early, and the resolution process can be initiated.
• Restore normal service operation as quickly as possible and to minimize the adverse impact on business operations.
• Ensure that the best possible level of service quality and availability are maintained in line with Service Level Agreements.
• Monitor, validate and report on supplier performance, customer satisfaction and adherence to SLA.
• Monitor compliance to regulations, policies, and procedures related to incident management in the contact centre.
• Ensure the monitoring, tracking, prevention and resolution of compliance related breaches.
• Ensure that the required incident and problem management processes are initiated to ensure compliance.
• Receive service disrupting events directly from users, and technical staff as communicated through the contact centre or through an interface from system event and/or incident management tools.
• Continuously assesses supplier ability to meet quality and delivery requirements.
• Detect incidents as early as possible by identifying problems, analysing root causes and participate in the development of sustainable solutions to prevent future similar incidents.
• Keep the contact centre informed of progress on incidents and potential workarounds.
• Ensure high level of service and user satisfaction is maintained.
• Supports resolution of vendor and/or third party-related incidents, problems, or unsatisfactory performance.
• Recommend new technologies or approaches that could benefit the organization.
• Ensure that IT systems and infrastructure are secure, reliable, and aligned with business needs.
• Contribute to the development of and facilitate training on incident response protocols, policies and procedures.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• 5 – 6 years’ experience in a similar role.
• Experience in managing service level agreements with and coordinating the service delivery of vendors and third-party service providers.
• Ability to communicate complex IT information in simplified form depending on the target audience.
• Excellent written and verbal communication skills.
• Ability to work well under pressure.
• Ability to prioritize and manage multiple tasks and projects in a fast-paced environment.
• Effortless ability to collaborate with internal and external stakeholders at all levels.
• Expertise and strong analytical mind to develop effective solutions to problems.
• Good project management skills.
• Ability to respond to change effectively.
• Demonstrated technical knowledge and understanding of IT infrastructure, networks, systems, and software.
• Skill in identifying problems and reviewing related information to develop and evaluate options and implement solutions.
• Knowledge and understanding of relevant industry trends, technologies and best practices.
• Understand the impact of incidents on the various clients, business and the company.