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LOCATION

Cape Town

SUPPORT TEAM LEAD

The Support Team lead will be responsible for implementing, updating and maintaining the incident management policy based on ITIL best practises and audit recommendations. They will need to develop a broad understanding of the business and financial platform to assist with complex queries and to guide users when needed. They will need to be capable of diagnosing and problem solving, sometimes complex problems while being not shy to ask, take initiative and seek knowledge from various sources.

Responsibilities

  • Maintain the incident management system to ensure it is being leveraged appropriately and suggest alternative/additional tools where deficiencies exist
  • Manage the daily support availability/cover to meet SA, UK and HK support requirements.
  • Maintain the support knowledge database, quick response templates, assist with client-facing documentation
  • Develop & mentor support team, cross-train for cover, oversee growth/personal development path, and regular team reviews (with set KPIs)
  • Maintain, review and update GBO access control policies
  • Implement and monitor the support teams SLA’s and identify opportunities to improve response times and quality of responses
  • Manage escalation procedure, and take ownership of support queries through to completion, continuously keeping stakeholders updated
  • Oversee development of tools which enhance the support team’s ability to service support queries timely and efficiently
  • Oversee the progress of bug fixes and feature enhancements managed by the support development team
  • Identify support heavy or client confusing system areas, and report these to the business architect for prioritising into workflow.
  • Prioritise key client system feature requests (on behalf of clients) with regular feedback where appropriate
  • Handling 1st – 3rd line support requests (being hands-on as needed).

Requirements

  • Previous experience working with ITIL best practice incident and problem management (ITIL course preferable)
  • Excellent communication skills, both written and verbal
  • Previous experience leading a support team or manager
  • Basic to intermediate SQL Experience
  • Strong MS Office skills
  • The ability to think outside the box
  • Initiative - We encourage creativity and innovation, always open to ideas
  • Expertise - We want to work with the best people in their respective fields
  • Flexibility - We like people who can adapt to the ever-changing environment
  • Some exposure to basic financial principles through study or work experience would be a bonus, and ideally an interest in the asset management/investment industry

Our commitment

Over and above a competitive salary and benefits package, we offer a challenging and rewarding working environment where every employee is part of the team. You will be encouraged to make a tangible difference towards our overall strategy and be rewarded for your achievements. If you're the kind of person that wants to push your own personal boundaries and explore what is possible, then we'd very much like to hear from you.

Contact [email protected] for the full job specification, including details of rewards and benefits. Applications can also be forwarded to [email protected].