Infrastructure Team LeadThe purpose of an Infrastructure Team Lead is to oversee and manage a team responsible for maintaining, troubleshooting, testing, and deployment of devices of an organization or a client. The team lead is typically responsible for planning, organizing, and coordinating the work of the infrastructure team, as well as communicating with other teams within the organization. The infrastructure team lead's role may include a variety of responsibilities, such as managing the deployment of new technology, monitoring performance, coordinating upgrades and maintenance, and ensuring that security protocols are in place and being followed. They may also be responsible for managing the team's resources and timelines, specifically in the Northern Cape and George.FORMAL EDUCATION:Grade 12IT Qualification/Diploma/DegreeEXPERIENCE:5 - 7 years IT related experience.Understanding of Service Level AgreementsCustomer Service ManagementTECHNICAL / LEGAL CERTIFICATION: CompTIA A+, CompTIA N+, CompTIA S+, ITIL v3/4 Foundation Certification (advantageous)OTHER REQUIREMENTS:Valid Drivers LicenceReliable vehicleClear Criminal RecordRESPONSIBILITIES:Management of Field Service StaffFinancial management in line with budgetary requirementsEnsure team adherence to processes and policiesManagement of all assigned assets (team)Logistical management - Field service componentManage Leave Quota (team)Achieve productivity targets as set out in KPIsFacilitate team meetings at branch levelContinuous learning through OEM certification and relevant training offeringsFINANCIAL PERSPECTIVE:Maintain acceptable billability ratioResponsible for application and maintenance of assigned equipmentManage operational expensesKeep accurate record of related items (cell phone, overtime, etc.)Manage and control boot-stockMaintain an area set aside for stockReceive and perform initial inspectionsResponsible for safety of stock in areaEnsure the warranty repair claims are processedCUSTOMER PERSPECTIVE:Ensure adherence to contractual deliverablesOversee the delivery and quality of operational services as per contractOversee the build, testing and deployment of quality services and service components. Guide technical team to meet requirements through resource/task guidance and domain knowledge transferAssess and mitigate risk, identify critical service and system dependencies and define/implement appropriate countermeasures. Proactively escalate unresolved issues to stakeholdersINTERNAL PERSPECTIVE:Technical solution planning, testing and deployment:Interpret requirements and transform into technical solutions and documentationPerform roll-out planning including method of deployment. Oversee technical solution build and configurationEnsure overall unit testing occurs. Define and report on outstanding known errors and workarounds. Contribute towards technical solution communication and training. Oversee technical solution distribution and installationProvide technical and application guidance and support throughout the deployment process, including known errors and workaroundsEarly life support:Coordinate initial support in response to incidents and events detected within a new or changed technical solutionProcess conformance:Scan and audit environment to ensure conformance to processes and standardsSecond line support environment improvement and maintenanceMonitor environment and recommend/action improvements. Ensure that improvement initiatives identified in service reviews are acted on and progress reports are provided to customersOversee and provide input into Gijima's Way of Work around technical environmentEnsure that technical and operational documentation is up to date and properly utilizedSKILLS:LeadershipCommunicationTime ManagementDelegationEmpathyAccountability
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