Job Description
Job Summary
Responsible for facilitating collaborative communications
across product and solution implementation teams that are cross-functional and
dispersed across multiple partner organizations. Manage the entire IT
production support staff and provide leadership to other applications systems
team members in the enhancement and maintenance of application systems relating
to production support activities, including integrated software and hardware
configurations. Accountable for organizing, directing and monitoring staff work
assignments, training and coaching, resolution of reported defects as well as
the completion of administrative requirements. Liaise with all relevant teams
to assess solution and/or product adoption and overall user experience.
SUPERVISES:
- Specialist,
Production Support (x2)
- Partner
Organization’s Production Support Staff (ITO and Others)
ROLES AND RESPONSIBILITIES
Strategic
- Provide
leadership in developing, implementing and maintaining departmental
processes, identifying and resolving departmental issues, and directing,
guiding and supporting the staff in the performance of their
responsibilities;
- Develop
and continually refine the production support procedures;
- Define
and manage scope, budget, schedules, priorities and risk across multiple
projects/tasks.
- Develop
escalation matrix for Mobile Software Application Providers and
Aggregators.
Operational
- Manage
the day-to-day activities of the production support staff that provide
analysis and definition of efficient, cost effective solutions to reported
defects;
- Liaise
with product / solution design and implementation teams with learning,
observations and escalate defects that require a structural change to
design. Discuss all production support aspects with application
development team;
- Focal
point for critical / high impact resolution of defects in products and
other solutions in scope. Coordinate escalation and resolution of
major product and service issues;
- Responsible
for managing the production support environment and contribute to defining
the requirements for other application environments;
- Contribute
to the analysis of business process and functional requirements. Review
and validate documentation and product/solution specifications;
- Assign
work, set individual performance objectives for team members; Monitor and
control progress through continuous assessment and feedback;
- Ensure
the effective coordination of work activities and objectives with other
internal departments as required;
- Interact
with infrastructure, release management, change management, QA, DBA and
application development teams to ensure that the application environments
are fit for purpose;
- Prioritize
issues raised and schedule resources to resolve accordingly (ensure
appropriate on-call support). Track the utilization of resources
(time and material) across tasks and strive for continuous improvements;
- Provide
input into the development of the department budget. Manage budget and
control expenses while meeting service requirements;
- Develop
and maintain good relations with the business community and the outsourced
service providers. Manage all collaborators to agreed SLA;
- Monitor
post production performance trends and develop Service Improvement Plans.
- Ensure
availability of SOP manuals for 3rd party products and services.
- Communicate
fix status and performance metrics to the relevant teams and management in
relation to production support;
- Escalate
areas needing support timely;
- Carry
out other activities as instructed by the line manager.
Desired Skills and
Experience
- First
degree or equivalent in Computer Science/IT, or a related or relevant
discipline;
- Previous
experience (6-10 years) in all phases of application software development,
solution architecting, infrastructure and solutions/maintenance life
cycles in an enterprise environment. Solid knowledge of solution
development alternatives;
- Previous
supervisory role (1-3 years) in solution development, full-stack
development and/or infrastructure lead experience required. Solid
knowledge and experience of DevOps, agile delivery and related or similar
paradigms desirable;
- Demonstrable
knowledge of the Intelligent Network platforms (or similar) in use at
Etisalat Nigeria, VAS, protocols and technologies are strong requirements;
- Strong
ability to facilitate collaborative communications. Well-developed
business communications skill (verbal and written), team player, change
agent, excellent project management skills, good scheduling, planning and
risk awareness and the ability to drive performance within
cross-functional team;
- Strong
leadership, critical thinking and analysis, verbal and written
communications skills and proven ability to manage teams that are
cross-functional and dispersed across multiple partner organisations;
- Strong
influencing, planning and relationship management skills.
Method of Application
Interested and Qualified Candidates should click here to apply
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