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| Company: |
Recruitspain |
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| Job Title: |
Group Technical Support Manager |
| Job category: |
Information Technology |
| Job Location: |
Gibraltar |
| Job Description: |
Our client is searching for a Group Technical Support Manager to be responsible managing a geographically spread Support Team (catering to applications, desktops, telephony, and other miscellaneous production technical support aspects). To manage and mentor staff within the support team to the direction of the Group IT Production manager. 2nd level support, monitoring, and debugging, and escalation and management of issues through to 3rd level support and 3rd party vendors as required.
Major Duties And Responsibilities
· Monitor network, service and application health to ensure required operation.
· Identify and react to production incidents affecting or caused by applications, systems, and/or IT equipment undertaking root cause analysis and debugging to resolve issues where possible.
· Assist with problem management ensuring that the business is kept up-to-date with progress via the Service Desk/NOC.
· Work with 3rd party specialists and vendors to determine fixes or develop patches/remedial actions to resolve issues.
· Endeavour to resolve issues raised by business (via Service Desk/NOC) as quickly, accurately, and completely as possible with a view to minimise outstanding support incidents to zero.
· Create/compile, verify, and continually revise/improve support processes and related documentation.
· Liaise with other IT teams and 3rd party vendors continually to ensure customer satisfaction.
· Act upon requests for service from IT and the business as quickly and accurately as possible.
· Ensure that clear work instructions for both network and system monitoring and troubleshooting/resolution are published to the Service Desk/NOC.
· Provide scheduled in-house training between Technical Support and the Service Desk/NOC.
· Identify personnel for mentoring and cross-training within Technical Support and also with other IT Departments.
· Identify training plan to ensure that all MANSION systems are supported effectively.
· Deploy all upgrades, patches and fixes to MANSION products and services running in the Production environment via Change Management.
· Ability to work within and add value to a structured ITIL working environment, Incident, Problem, Change, Configuration and Release Management.
Salary is £55 - £65k
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Skills Required:: |
Qualifications And Experience
Essential
· ITIL experience, minimum Incident/Problem/Change/Configuration/Release.
· 3+ years technical/support team management experience.
· Business / Technical Analysis skills
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Language Requirements: |
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| Employment Type: |
Full Time |
| Yearly Salary: |
Unspecified |
| Posting Date: |
2008-01-08 |
| Level of Education: |
Unspecified |
| Years of Work Experience: |
No experience |
| Company: |
Recruitspain |
| Contact Name: |
Recruitspain |
| Contact Phone: |
0034952667986 |
| Preferred Method of Contact: |
No Preference |
| Preferred Language of Resume/Application: |
English |
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