PURPOSE:
This role reports to the Service Delivery Manager (SDM).
The Team Leader will be in charge of the Software Support Team. Given the company’s focus on Quality, the main purpose of this position is to resolve software support issues.
The Team Leader needs to ensure that all Software Support issues raised by the Customer through the Help Desk Fault Logging System as well as any escalations to the SDM relating to quality of support or non-conformances are resolved to the Customer’s satisfaction. A key aspect of this role is implement remediation processes and procedures to avoid the issue from reoccuring.
KEY RESPONSIBILITIES:
Quality Management and Control:
- Quality Control – Implement quality standards, measures and process improvements.
- Ensure staff adhere to implemented processes.
- Implement processes and procedures to meet Quality Standards as contracted with Customers.
Planning and Strategy:
- Ensure Team operates and plans deliveries within SLA metrics.
- Be aware of all upcoming releases to Production and be prepared to deal with any post production implementation issues that may arise.
- Hold Standup meetings with Software Support Team.
- Prioritise tasks for Software Support Team.
- Ensure knowledge transfer and IP between team members for succession planning.
Customer Relationship Management:
- Provide feedback to SDM on Support Teams performance and implement improvements where necessary.
- Provide input to SDM for the customer feedback meeting.
- Provide SDM with realistic timeframes and statuses of support issues in progress – to be used in SDM’ s meetings with customers.
- Meet with SDM to discuss Customer Satisfaction Index – strive to maintain a positive index.
Management of Production Issues and Escalations:
- Ensure Software Support Teams understand and implement SLA metrics and deliver in accordance with SLA or as advised by SDM.
- Understand Dependencies and impact of production issues.
- Be aware of all critical support issues at all times.
- Provide input to SDM on status of all escalated Quality non-conformances and Service Delivery issues reported by Customer.
- Responsible for remediation process and keep SDM appraised of status and any impacts or delays.
- Any Production issue that requires development, open a new JIRA and pass the request to the Head of Software Development to include in future releases.
- Any production issue that will create a knock-on impact on another project’s deliverable needs to be flagged with the SDM.
Support Investigations and Remediation:
- Manage all Software Support Requests within a Support Process Life Cycle until resolved to customers’ satisfaction.
- Assist team with complicated investigations and remediations/fixes for complicated issues.
- Resource Planning (Recruitment, Allocation of Roles and Responsibilities, Management of Leave, Overtime and allocation of resources/equipment).
- Performance Management (Set, Manage and Review KPIs for Team Leaders and Team Members).
- Staff Development and Mentorship (Training, Community of Practice, Career Pathing).
CORE SKILLS/COMPETENCIES:
- Strong alignment with Customer needs – Customer service and service excellence focused.
- Critical Thinking.
- Take initiative and be an effective Team Player.
- Delivery focused – deadline driven.
- Accountability.
- Structured, Analytical, Innovative problem solver.
- Good Communication and listening skills required.
- Flexible/adaptable/approachable and willing to work in rapid changing, high delivery pressurised environment.
- Able to Multi-task and manage multifaceted tasks.
- Responsible for own learning, expanding domain knowledge and keeping up with IT trends.
MINIMUM REQUIREMENTS:
- Matric.
- Bachelors’ Degree or diploma in IT will be an advantageous.
- Minimum of 5+ years on-the-job work experience required.
- Solid Experience in Software Support is essential.
- Prior experience in a leadership role is required.
- Experience in Service Management and Quality Management and development would be advantageous.
RECRUITMENT PROCESS:
- Competency based interview to assess above requirements.
- Applicable assessment.
- Background checks.
Desired Skills:
- Software Support
- Support Process Life Cycle
- Software Support Requests
- Service Management
- Quality Management
Desired Work Experience:
- 5 to 10 years
Desired Qualification Level:
- Grade 12 / Matric
About The Employer:
At redPanda Software we have a decade of experience in developing customised software for the retail and financial industries. Working with clients in South Africa, Africa and the UK, we have built our reputation for producing the highest quality solutions across the following specialised business processes: Customer Experience, Point of Sale, Data Warehousing, Credit Management, Insurance and Payment Systems.
Our core values are: Harmony, Pride, and Accountability in everything we do.