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Job Title: Technical Support Manager
Location: Nigeria
Department: Information Technology
Reports To: Head, Information Technology
Company: Main One Cable Company Limited (Nigeria)
Job Objective (Purpose of the Job):
• This position is sought for a candidate with cross functional IT technical background, and proven management skills in the delivery of software projects, and IT Managed Services.
• The individual will interface with commercial teams to provide cloud computing and hosted services to our customers
Key Tasks / Responsibilities:
1. Understand what our customers value; develop relationships and a 'service' model to support those needs
2. Provide an on-going evaluation of the effectiveness of client services operations and project based services and recommend measures to improve overall service delivery
3. Formulate, direct, and participate in the development and implementation of goals and objectives within the deployment of cloud computing services
4. Act as liaison between technology and business ensuring appropriate interests are represented; communicate changes which impact client or business, including changes in staff, technology, policy, procedures, or practices
5. Assists business with client requirements development and analysis
6. Responsible for ensuring infrastructure and uptime and quality management
7. Chair regular operations/service meetings to track issues, drive action items and manage day-to-day operations of applications
8. Monitor the deliverables of each team member to ensure successful project delivery within the constraints of scope, schedule, cost and quality
9. Manage project issues and risks by reaffirming client expectations and taking early action to identify, track and resolve potential problems
10. Focus on acquiring, developing and retaining talent, effectively leading the team, and promoting a fun team atmosphere with high morale
11. Project quality assurance, transfer of knowledge/project close and end of project feedback
12. Perform cross-functional and/or other duties consistent with the job classification, as assigned or requested
Key Performance Indicators
Operational: (60%):
1. 99% of projects completed within agreed timeline and budget
2. 99.9% cloud infrastructure availability
3. 20% Annual OPEX reduction
Reporting and Documentations: (15%): Timely weekly report
Policy and Procedure Implementation: (15%): 0% Change violation
Team work: (10%):
1. Maintains strong cross functional relationships
2. Shares knowledge and information
Key knowledge Areas and Skills Required:
1. Proven ability to establish positive working relationships with a broad variety of clients, staff, and external organizations
2. Experience, mentoring, and leading teams with a strong focus on accountability
3. Exceptional leadership, project management, facilitation, and team building skills
4. Commitment, drive, and passion to succeed, will be truly passionate about providing service to clients as required to deliver value through superior service, and will relish the opportunity this role presents
5. Ability to consult and provide opinion, facilitate discussion and resolve conflict
6. Proven ability to develops relationships with project stakeholders to establish trust, credibility and respect
7. Superior ability to analyze and define problems, evaluate alternatives, find solutions, and understand how and when to make a decision
8. Exceptional attention to detail required
9. Superior verbal and written communication skills to effectively present information to relevant stakeholders at all levels of the organization
10. Advanced knowledge of Microsoft Word, PowerPoint, and Excel
Qualification/Experience Requirement:
1. Minimum, BSc. Degree in Computer Science, Electrical Engineering or related discipline
2. MBA with Information Technology focus is a huge plus
3. Experience using ITL principles and guidelines
4. Experience in PMP or Prince2 methodologies
5. Experience working with Microsoft Server technologies
6. Experience working with MS Office Suite including Projects
7. Experience working with LAN/WAN protocols and devices
8. Experience working with SAN and backup systems a plus
9. Familiarity with IT security and policies
10. Familiarity with Application development and language models
11. 5-7 years experience in a client facing/service delivery role (preferably in IT Managed Services)
How to Apply:
You are encouraged to submit your resume/CV for a specific listed job opportunity by sending email to hr@mainonecable.com.
Main One Cable selection process is rigorous and detailed; however it is conducted in a transparent and fair manner. Applicants are selected based on a demonstration of exceptional skills and competencies, and fit with the Main One corporate culture.