About our client:

Our client, established in the 90's and headquartered in Cape Town, has a global presence with 500+ employees. They are a diverse team of engineers, developers and specialists in finance, HR, digital infrastructure and marketing who love utilising cutting-edge tech and digitised processes. They prioritise integrity and have a commitment to unity.

What you will be doing:

• Act as the main client contact for escalations, updates, and hosting inquiries.
• Oversee hosted environments to ensure application performance and uptime, maintaining a client-centric approach.
• Lead 2nd and 3rd line teams in resolving advanced technical issues, coordinating resources as needed.
• Monitor, document, and address critical incidents, conducting root cause analysis and preventive measures.
• Enhance support processes for efficiency, incorporating ITIL best practices and incident management improvements.
• Manage ticketing systems for accurate incident documentation, ensuring SLA compliance.
• Review incidents for trends, recommending process adjustments to prevent recurrence.
• Proactively update stakeholders with regular performance, issue resolution, and project status reports.
• Mentor support staff, fostering collaboration, accountability, and proactive client issue resolution.
• Align support activities with business objectives, supporting initiatives to enhance client support and satisfaction.

What you need:

• A relevant tertiary degree would be beneficial.
• 5+ years of experience in a service delivery or support management role, with a focus on hosting environments and application support.
• Strong experience managing 2nd and 3rd line support teams, including incident management and root cause analysis.
• Proficiency in using logging and ticketing systems (e.g., ServiceNow, JIRA, etc.) to track and resolve issues.
• Proven ability to manage client-facing support operations and maintain strong customer relationships.
• Excellent analytical, problem-solving, and organisational skills with a proactive approach to risk management.
• Technical understanding of hosting environments, networks, databases, and application support.
• Background in application support and hosting, including performance monitoring and SLA management.
• Experience with project management methodologies such as Agile or Scrum.
• Familiarity with ticketing systems and client-facing support processes.
• Ability to communicate effectively with both technical and non-technical stakeholders.

Job ID:

• J106772

For a more comprehensive list of opportunities that we have on offer, do visit our website - https://www.parvana.co.uk/careers