Customer Dedicated – Technical Team Leader - Networks

Why choose Logicalis?

It’s not just IT solutions, It’s IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic!

ROLE PURPOSE

The primary purpose of the role is to lead the customer dedicated Network team in his area of responsibility. As the Team Leader you will manage, motivate your team, and take responsibility for ensuring customer satisfaction.

The position will assist the Network Manager in establishing goals in alignment with the company vision.

The Network team leader has responsibilities focused on the smooth running of the customers Network environment by implementing and designing the infrastructure according to best practice.

Engagement with project team to execute the tasks according to the project requirement, keeping to projected timelines and budget.

ROLE RESPONSIBILITIES:

• Responsibility and authority over the successful delivery of the technical services performed by the team.
• Facilitate problem solving and support issues within the team.
• Ensuring all services are delivered to a high quality.
• Assist the Service Delivery Manager with the management, development and maintenance of the operational services standards and procedures in compliance with Logicalis SA standards and policies.
• Maintaining stakeholder contacts within LSA key customer base.
• Working as a key member of the wider team to deliver the business goals as set by the business.
• Provide team updates and host and lead regular team meetings.
• Supporting other LSA services departments to ensure the overall service quality to customers is maintained at a high level.
• Develop a service excellence culture to drive customer satisfaction.
• Work as part of a team to achieve the group and departmental standards.
• Speak positively and act as an ambassador for Logicalis and its products and services, to ensure that a professional company brand is always provided.
• Lead network services team members in daily tasks, including daily distribution of tasks.
• Willing to be on-call and work overtime when necessary.
• Understand and complies with all Customer and Company safety regulations.
• Creates and oversees maintenance of technical databases and documentation.
• Provide technical guidance to less-qualified personnel such that they become more successful in the day-to-day support of the corporation’s network.
• Document changes to system drawings and records.
• Regular engagement with senior team lead with feedback and alignment within his area of responsibility.
  
  

DELIVERY RESPONSIBILITIES:

• Work closely with Service Delivery Managers and areas of Governance relevant to the service.
• Lead operational teams in the design, implementation, and testing of technical and Service change, including the allocation of delivery tasks.
• Responsible for the timely delivery of planned technical and service change, continually checking on accuracy and that it meets the customer’s need.
  
  

KEY PERFORMANCE INDICATORS:

KPI’s

• Timesheet Completion Quality
• Ticket Management Disciplines and SLA’s
• Succession Planning
• Partnership and Technical Skill Certifications Requirements
• Change Implementation Quality
• Project Execution and Service Transition Quality
• Customer and End User Satisfaction and Relationships
• Customer Service Improvements
• Operating Models
• Operational Structures
• Any added goals
  
  

Skills And Competencies

• Accountable Execution
• Agile Transformation
• Troubleshooting
• Communication
• Problem-Solving
• Leadership
• Analytical Skills
• Cross-Business Engagement
• Entrepreneurial Spirit
• Excellent Customer Solutions
• Inclusive Teamwork
• Positive Resilience
• Self-Driven Learning
  
  

PERSON REQUIREMENTS:

EXPERIENCE:

• Strong people manager skills – advises, mentors, designs, establishes, evaluates, facilitates, influences, and promotes.
• Strong customer focus.
• Work with a high level of autonomy, seeking appropriate assistance where necessary.
• Able to engage at senior management level both internally and externally to within well-defined limits of delegation.
• Be able to network effectively, negotiate well and influence people, broker relationships with key stakeholders.
• Demonstrate an analytical and systematic approach to problem solving.
• Ability to communicate fluently both orally and in writing and can present technical information.
• Can absorb new technical information and apply it effectively.
• Actively removes obstacles in the organisation to improve performance.
• Challenge others’ assumptions, negative behaviours, and poor use of resources.
• Ability to work in a busy and highly pressurised environment.
• A detailed and accurate approach to undertaking all duties.
  
  

QUALIFICATIONS:

• Graduate or qualified by experience.
• Managerial training and experience an advantage.
• Process accreditations, ITIL, Project as appropriate.
• Ability to work well with other groups to plan, design, and implement work.
• Relevant Vendor certifications to include Cisco CCNA, CCNP and Aruba qualifications.
• LAN troubleshooting/problem determination skills (Ethernet, Hot Standby Router Protocol (HSRP), Enhanced Interior Gateway Routing Protocol (EIGRP), Border Gateway Protocol
• CISCO firewall/Virtual Private Network (VPN) equipment, Adaptive Security Appliance, CISCO Aggregation Service Routers (ASR), Virtual Switching Systems (VSS)
• IP services, IP, Multicast, Quality of Service (QOS), Simple Network Management Protocol (SNMP)
• Experience management gateways and Domain Name Services (DNS)
• Strong technical background of at least 5 years in a Networks administration and Network support within a mining environment.
• Product experience Muti platform Wi-Fi – ubiquity, Cisco Aruba and Hirshman, Firewalls Palo Alto and Aruba, Switching and routing – Cisco, Hirshman, and Aruba.
  
  

ADDITIONAL SKILLS/ATTRIBUTES:

• Create an environment orientated to trust, open communication, creative thinking, and cohesive team effort.
• Motivate and inspire team members.
• Lead by setting a good example (role Model) – behaviour consistent with words.
• Facilitate problem solving and collaboration.
• Experience working with business teams to communicate problem impacts and to understand business requirements.
• Understanding of current technologies, suppliers, challenges, and emerging architectures needed to drive transformation.
• Expert in creating business case, use cases, storytelling and driving change.
• Self-motivated and a self-starter with positive can-do attitude.
• Demonstrated ability to create clear and detailed technical diagrams and documentation.
• Demonstrated Architectural Leadership (applications, virtualization, security, network) and DevOps experience, preferably a blend of wireless and wireline technologies.
• Advance user of MS applications, Visio, PowerPoint, Excel
• Expert level knowledge in all the support tools required to support such environments, manage engine, Solar winds, nslookup, Wireshark.
• Able to work to tight deadlines.
• Full driving licence with own transport.