Operation Team Lead

at LigaData
Location Dar es Salaam, Tanzania, United Republic of
Date Posted April 14, 2024
Category Management
Operations
Job Type Full-time
Currency TZS

Description

Job Overview:

In this role, you will supervise the staff, day-to-day activities, and technical staff operations. Manages and reports relevant key performance indicators. Regularly directs the work of at least three or more full-time employees.

Duties & Responsibilities:

  • Provide top-level technical support, including problem resolution, change implementation, meetings/calls and one-on-one technical support within SLAs for clients.
  • Ensure team output meets quality and service level standards set by management and clients.
  • Coordinate the daily activities of the operation engineers, set priorities for the team to ensure task/ticket completion and coordinate work activities with other supervisors.
  • Understand our Operating Principles and make them the guidelines for how the operation engineers carry out their tasks correctly and efficiently.
  • Perform quality assurance auditing of operation team tickets.
  • Create detailed reports based on management and client requests.
  • Interface with the engineering team and other teams regarding escalations.
  • Attend client and stakeholder meetings, respond to their inquiries, share status with them and address any concerns raised.
  • Must know different troubleshooting techniques for use in a variety of circumstances.
  • Assist in the development of processes and procedures.
  • Assist in handling difficult client situations and complaints referred by the team.
  • Assist in scheduling and assignment of technical staff to meet operational needs.
  • Assist in onboarding of new staff and ensuring training plans are followed.
  • Ability to understand product mechanisms & deliverable technicalities.

 

Required profile for job ad : Operation Team LeadQualifications:

  • 5+ years of proven experience in operation/technical support roles, including one year in a supervision role.
  • Advanced knowledge of SQL and Linux-based systems.
  • Good knowledge of Bash shell commands and/or PowerShell.
  • Professional verbal and written English communication skills.
  • Ability to build effective interpersonal relationships within the workplace.
  • Ability to handle high-pressure situations well, while maintaining calm and composure in stressful situations is a must.
  • Strong time management, prioritisation and organisational skills.
  • Strong troubleshooting of complex technical issues.
  • Knowledge of general-purpose programming languages such as Java & Python is highly recommended.
  • Bachelor’s degree in Engineering or Computer Science or a similar degree.
  • Experience in any ticketing system is a must.
  • Knowledge of Cloud solutions is a plus.
  • Familiar with the main concepts and implementation of Incident, Change, and service management.
  • ITIL Certification is a plus.
Drop files here browse files ...