Team Lead: Monitoring and Event Management at Altron Bytes Systems Integration

Job Description

We are recruiting for a Team Lead: Monitoring and Event Management who will be responsible for supervising clerks in a department or section of a department. The Team lead will be responsible for the performance of other clerks and planning of tasks and ensuring work is done in compliance with organisational standards.

Key Responsibilities:

​Service Coordination:

• Collaborate with multiple service providers to ensure smooth coordination and integration of services within the eco-system.
• Act as a central point of contact for service-related queries and facilitate timely resolution of issues.
• Coordinate regular meetings and workshops to discuss service performance, improvements, and strategic alignment.
• Assist in managing service-related dependencies and ensuring effective collaboration between different service providers.

Technical Support - Monitoring:

• Request technical assistance and escalate when necessary
• Recommend procedures and controls for problem resolution
• Implement approved workarounds and temporary solutions

Service Monitoring:

• Monitor the performance of contracted services, including tracking key performance indicators (KPIs) and service level agreements (SLAs).
• Identify and report any deviations or potential risks to the SIAM Manager.
• Assist in generating reports and dashboards to present service performance metrics and trends.

Communication and Stakeholder Engagement:

• Facilitate effective communication between the SIAM Manager, service providers, and other stakeholders.
• Ensure timely dissemination of information and updates related to service delivery.
• Collaborate with service providers to address issues, incidents, or service requests promptly.
• Assist in maintaining positive relationships with service providers and promoting a collaborative working environment.

Documentation and Reporting:

• Maintain accurate and up-to-date documentation related to services, contracts, and service provider performance. Document, monitor, report, and manage the resolution of issues in the tickets
• Support the preparation of comprehensive reports and presentations for the SIAM Manager, highlighting service performance, risks, and opportunities.
• Contribute to the creation and maintenance of a centralized knowledge repository for service-related information and best practices. Use Knowledge Base Articles and Support Documentation

Process improvement Support:

• Identify opportunities for streamlining processes and enhancing the efficiency of service integration and management.
• Support the SIAM Manager and other stakeholders in implementing process improvements and automation initiatives.
• Stay up to date with industry trends and best practices in service integration and management to suggest innovative approaches.

Qualifications

• Education: Industry technical certification. Equivalent of NQF, level 6.
• Experience: Several years of experience working in IT and specifically in monitoring and service coordination.
• Certification: Certified ITIL practitioner

Skills:

• Proven experience in service coordination, service management, or related roles.
• Familiarity with IT service management frameworks (e.g., ITIL) and service level management concepts.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with diverse stakeholders.
• Strong analytical and problem-solving abilities, with a keen attention to detail.
• Proficiency in using service management tools and software.
• Ability to work independently and in a team-oriented, collabo