Associate Manager Technical Support- M Job in Mindpool Technologies Limited

Job Description
Associate Manager
What we are looking for?
1. Right balance of Leadership and management
2. Technically sound around Windows infrastructure Operations, overall IT Operations, well versed with ITIL processes, a very good troubleshooter of technical issues
3. Problem Management - Methodological Problem solving thought process - 5 Whys, RCAs, KepnerTrego

People Management Competencie:
Overall 8+ years IT experience with at least 0-1 years of experience in leading directly 10 or more people
Plan/Roster team members to give optimal 24*7 coverage.
Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
Effective utilization and management of staff such that milestones/goals are obtained and staff is motivated and competent.
Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.
Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.
Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication.
Identify and recruit internal/external talents to ensure effective mix of competencies.
Recognize high performers to maintain motivation and retain key talent.
Regularly communicate on company news and team progress against business plan.

Technical Competencies:
Understands Global Command Center/Service desk/Frontline Monitoring operations
Experience on Windows Servers infrastructure and large application support
Experience on Monitoring tools, Application Performance management technologies, concepts and operations. e.g. App Dynamics, Dynatrace, New Relic, SCOM, eG, LogicMonitor, AzureMonitor
Experience on Microsoft office tools/application e.g. MS Excel, PowerPoint, Teams
Creative data reporting/presentation - PowerBI, Excel, Pivot tables, charts etc
Understanding of the concepts of enterprise wide datacenter technologies. e.g. Cloud computing, VMWare, Windows Server infrastructure, Citrix, Networking/Security, Storage - NAS/SAN
Should have prior experience in leading teams that are ITIL process aligned - Incident, Problem, Change management

Responsibilities:
Manage individual contributors
Providing weekly/monthly reports/dashboard against key problem management KPIs
Daily/weekly/monthly reports
Work towards solving the problem "ONCE"
Partnering with various teams/leaders to improve and expedite Problem resolution
Leading internal projects for various ongoing operational tasks
Balances demand management for multiple complex simultaneous projects, operational enhancements, break-fix, and maintenance requests.
Ensure team adherence to all team, account, and client policies and procedures.

Academic and Professional Qualifications:
1. Bachelor s Degree in computer science/IT
2. Any relevant IT certification would be a plus

Travel Requirements:
1. Willing and able to travel, regionally and/or internationally

Working Arrangements:
1. Able and willing to work in 24*7*365 environment on Rotational Shifts
2. Work is performed in a standard office environment with minimal exposure to health or safety hazards