NOC Team Lead - Cape Town at DigiOutsource

Purpose of the Role: 

The Team Lead will be required to effectively lead the NOC team and fulfil the Head of Infrastructures vision for Monitoring Automation, improved resolution times and continuous improvement. The successful candidate will report to the Senior Service Delivery Manager. 

Duties will include, but not limited to: 

Operating Duties 

• Management of a team in conjunction with the Service Delivery Manager, including recruitment, appraisals, allocation of duties and other related management functions. 
• Ensure a proper power balance between Product Owners and Service Teams. 
• Protect the team by ensuring stress levels are managed and personal impediments do not affect delivery 
• Supports Team building and team development by utilizing the abilities and skills of individuals and fostering a feedback culture 
• Addresses team needs efficiently and effectively and introduce technological advances to the team 
• Coordinate onboarding process for new starters 
• Work together with product owners, architects, tech leads and developers to deliver a high quality monitoring platform 
• Allocation of engineers in accordance with the backlog prioritization 
• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance 
• 1-to-1s with people in the team 
• Grows team competency on a business and technical level 
• Own the Incident management process 
• Responsible for ISO and SOX audits, reporting, evidence completion and overall understanding of the auditing processes 
• Own the risk reporting to the business 

Support to the Senior Service Delivery Manager 

• Assisting the Senior Service Delivery Manager to ensure the knowledge sharing and flow of information is actively happening throughout the team. 
• Assist in creating a career growth plan for each member of the team using the skills assessment process  
• Assist the Service Delivery Manager in rolling out new processes and tools to improve work process in team. 
• To remove impediments where possible and to raise the ones you can’t to the Service Delivery Manager and ensure they are dealt with  
• Assist in ensuring the team are working accordingly to the backlog priority 
• Ensure the team completes tasks assigned to them in the delivery of a work item 
• Maintain healthy group dynamics and creating a positive, delivery focused team culture 
• Assist in driving system and development methodologies as recommended by Management & Architecture team 
• Ensure that deployed solutions operate according to architectural specifications and service team requirements 
• Keep the Service Delivery Manager informed of task accomplishment, issues and status

Reporting: 

• Accurate compiling of reports 
• Analyzing data and making sure that reports are compiled and send to various requesters. 
• Automaton of reports 
• The use of PowerBI in reporting  

Shared NOC Responsibilities: 

• Own all monitoring systems and provide a monitoring platform for service teams to use 
• Incident Management facilitation, tracking & reporting 
• Fault Management, tracking & reporting 
• Follow a source control culture for all monitoring and remediation actions scripts and configuration. 
• Form part of 24/7 support roster to support all DOS Service Teams after hours. 
• Drive continuous improvement with regards to monitoring and auto remediation of issues 

Essential Requirements: 

• Minimum 5 years’ experience in the Information Technology industry using Microsoft Technologies. 
• Previous experience in 24/7 E-commerce Environment. 
• Proven hands on experience with Windows Server and its product suite.  
• Demonstrates consistent behavior aligned to the Organizational Culture 
• Extreme attention to detail  

Advantageous Requirements: 

• A relevant Information Technology tertiary qualification and Microsoft Certifications. 
• Previous experience in 24/7 E-commerce Environment. 
• Proven hands on experience with Windows Server and its product suite.  
• Experience in managing and supporting wide area networks 

Job Requirements: 

• Ability to diagnose Server | Application & network events 
• Excellent time management skills 
• Ability to simultaneously work on multiple high priority incidents 
• Knowledge in Project Management  
• Strong communication skills, verbal and written 
• Ability to work flexible hours 
• Able to listen attentively and process information quickly. Able to ask clarifying questions and provide accurate information. 

Personal Competencies: 

• Adaptability / Flexibility 
• Effectiveness & Delivery 
• Communication. 
• Initiating Action 
• Thinking Skills 
• Stress tolerance. 
• Commitment and Effort 
• Problem Solving 
• Interpersonal Skills 
• Management, Motivation & Leadership