Exchange Technical Lead - SME Western Cape Market Related Sector : IT / Computers / Software Posted : Thursday, 5 May Job Details SPECIFICATION A leading UK technology and managed services provider is looking for an Exchange Technical Lead (SME) to focus on the services delivered into International Managed Services.
The areas of expertise for this role are not limited to Exchange, it requires a broad understanding of the impact of other technologies on an Exchange environment.
This role will report into the Enterprise Technical Lead, Digital InfrastructureROLES & RESPONSIBILITIES : Supporting customer requirements whilst protecting service delivery.
Supporting customer requirements whilst complying with ISO / IEC standards. Leading innovation in a way that delights the customer.
Role modelling and championing genuine collaboration across all teams. Applying scrutiny to and identifying risks for proposed technical activities.
Bringing proactivity, rigour and discipline to operational activities. Building productive relationships between Delivery Leadership, Service Management and Digital Infrastructure teams, including Customer Operational Architecture.
Feeding into and delivering on Enterprise Technical Lead priorities.Main Duties / Responsibilities Be part of technical delivery into the company, the Customer and Service Management.
Lead technical conversations with Delivery Leadership and the Customer. Create a joined up and proactive support structure across the end-to-end customer environment including interfaces outside of the company.
Work with Capacity Management to ensure that capacity and workload demands are appropriately managed. Ensure the correct governance and appropriate technical scrutiny is applied to all proposed changes to and potentially impacting the Managed Service infrastructure.
Ensure that for the Managed Service infrastructure supportability is always maintained and stability is always prioritised.
Technical Leadership on complex Major Incidents. Be part of the delivery of technical improvements learnt from Major Incidents, Projects and recommendations from BAU.
Support the delivery of major technical improvement initiatives in a timely manner, working with other parties to aid delivery.
Actively support continuous improvement. Actively develop the technical teams by sharing information, knowledge, skills, customer insight and by inputting into training and development plans.
Highlight issues, vulnerabilities and any gaps, and where relevant, feed into technical risks on the account. Ensure the ongoing drive for the delivery of a proactive service and for automation.
Problem Resolution Provides guidance and advice on problem resolution approach to technical analysts in the team. Proactively identifies process and team areas that require improvement and facilitates resolution.
Ensures that documentation is relevant to effective resolution of problemsProcess Encourages and oversees team focus on process improvement.
Establish new processes and promote acceptance and manages the changes.Technical Input Provides technical guidance and knowledge based on more complex issues across a wide range of technologies.
Provides balanced technical and commercial input to develop effective solutions. Draft technical designs or assists others drafting quality technical designsProjects Leads and coordinates minor projects.
Performs service transition and due diligence. Customer Interaction Lead or representative role in customer group discussionsDecision Making Make tactical technical decisions and feed into strategic technical decisions.
REQUIREMENTS : Preferred ExperienceBroad technical experience across workplace, network, data centre and cloud technologies.
Very good understanding of technical delivery via a managed service.Experience of leading technical projects.Experience of working in large IT operations across multiple technologies.
Excellent communication skills, with the ability to converse with people at all levels within an organisation.Essential Knowledge / Skills8+ years experience in the following areas : Implementing and supporting Microsoft Exchange or higher (Exchange preferred)Implementing and supporting MS Office / Exchange OnlineImplementing and supporting Symantec Enterprise VaultAdvanced working knowledge of email security and hygiene products like Symantec Mail Security for Exchange, Mimecast, and Cisco IronPortGood documentation skillsITSM toolsets (Remedy)Advanced proficiency in PowerShellDesirable Knowledge / SkillsAbility to manage stakeholders at all levels, across customers, third parties and the company.
Ability to work across multiple technologies, with a level of understanding to translate between deep technical discussions and overviews to non-technical stakeholders.
Ability to inspire and encourage the internal teams to improve and develop a more proactive delivery.Ability to present to internal and external audiences.
Ability to direct virtual teams.Essential QualificationsMicrosoft Certifications in current Microsoft Exchange and Microsoft technologies Desirable QualificationsBehavioural Characteristics or CompetenciesHighly motivated, disciplined and ambitiousAbility to work independently and as part of a teamAbility to perform well under pressureAbility to learn quickly and mentor junior colleaguesExcellent communication and presentation skillsStrong customer service and awareness skillsAttention to detail, good organisational and technical documentation skills, a self-starter used to working in a multi-skilled team environment to meet challenging and time related targets and service measurementsDemonstrable troubleshooting processes and problem-solving skills, comfortable working in different and sometimes challenging situationsExcellent planning and organizational skills with an ability to understand the long-term ("big picture")Professional / Cognitive skillsStrong written and oral communication in English is a must.
Strong presentation skills are considered an assetStrong and proven troubleshooting ability in a large scale, fast-paced operations environmentDemonstrated ability to work independently and manage time to support multiple high-priority objectives simultaneouslyAbility to make timely and sound decisions under conditions of uncertainty and / or stressAbility to design solutions and develop plans that are appropriately comprehensive, realistic, and effective in meeting the stated goals of both the company and its customer baseAbility to manage client and management expectations, keeping all stakeholders informed about projects and / or incidentsAbility to adjust plans to respond to changing business prioritiesPeople SkillsAbility to work collaboratively within a team sharing ideas and gaining consensus on a proper solutionEffective and personable communication with customers and vendors to achieve desired resultsAbility and desire to mentor teammates on areas of expertise, helping raise the collective knowledge of the teamDesire and drive to attain results and closure on issues even if faced with resistance & reluctanceReliability and commitment to getting the job done (including after hours as required)Working HoursCover core ZA hours 8am 5pm this would however require some flexibility with UK hours.
There is a need to sometimes attend meetings, liaise with teams and the customer within UK hours and at other times take the opportunity to be ahead of the curve by the time the UK comes online.
Being a senior role, there would be an expectation of ensuring you are able to balance both these needs. This can be fully discussed, agreed with clear expectations set with your Enterprise Technical Lead, line manager.