- Responsible for incident technical management and problem resolution; provide root cause analysis and work with Level 3 to implement permanent fixes in production environment
- Manage the technical support team supporting ORGANIZATION systems.
- Identify operational risks that could compromise contractual commitments and work with the Service Delivery Managers to mitigate them
- Maintain high morale within the team and foster teamwork through sharing and engagement, ensuring staff retention
- Perform regular coaching sessions to identify, recognize and support Technical Support Engineers in their areas of development
- Ensure Technical Support Supervisors have the tools and knowledge they need to support customers
- Contribute to the development and enhancement of systems by providing feedback to the development and integration team
- Drive process improvements within the team to ensure outcome targets are achieved
- Foster co-operation and co-ordination between internal departments and vendors to ensure a customer focused view is taken at all times
- Manage the day to day operational aspects and team time management within the site (i.e. schedule, breaks, absences, etc)
