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Operations Manager

Position Details

Job ID:


Last Updated (mm/dd/yyyy):

2014-07-07 03:45:42 PM

Position category:

Position Name:

Operations Manager

Similar Experience:


Total Experience:


Project Location:

Centurion, gauteng

Job Type:



55000 (Gross)

Academic Qualification/s:


Industrial Qualification/s:


Position Active:


Relocation Assistance:


Workpermit Assistance:


Job Description:
Roles and Responsibilities:

Primary responsibility is the continued management of the Support team to ensure customer satisfaction.

Candidate serves as a member of management and is considered a senior level consultant within the organisation. As such, the Operations manager provides functional, technical and process leadership.

A role of Operations Manager includes the following responsibilities:

Manage Support team.

Administer and monitor daily and monthly computer operating systems per customer.

Assist technical staff to check and ensure resolution of all issues to achieve all objectives.

Develop, implement and maintain policies and procedures for installing, troubleshooting, repairing and maintaining hardware.

Develop, implement and maintain policies and procedures for installing, troubleshooting, repairing and maintaining company software.

Efficiently allocate incoming requests to the Support team, prioritise actions and monitor team resources so that deadlines are met.

Identify and highlight best practices in Support Management through continuous assessment, and process and product recommendations.Be familiar with a variety of the field concepts, practices, and procedures.

Conduct performance appraisals for the Support team, identify weaknesses and coach and mentor personnel in required areas.

Compile reports on SLA targets, numbers and types of request, communicate findings to the GM and respond to any further requests for data analysis.

Conduct quality control checks and edit work if necessary, identify and highlight best practice for Support Engineers and share this with the Support team.

Ensure that knowledge management and data capture processes are adhered to by Support Engineers, to issue reports and reuse existing information efficiently.

Monitor all communications for each customer to assess operations within the appropriate timeframe.

Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.

Rely on extensive experience and judgment to plan and accomplish goals.

Travel to the various Customers and provide on-site support, when required.


Experience in leading and developing a Support team in a managed services environment.

Previous experience in a Telecoms or IT environment.

Prioritise tasks to meet deadlines without cutting corners.

Follow up and take responsibility for unresolved issues or escalations.

Experience in driving change initiatives in a service environment.

Experience in Service Level Agreements and Operational Schedules.

Identify Business Development opportunities.

Fully understand Networking and Hosting technologies and solutions.

Develop effective relationships internally at a variety of levels and work closely with various team members across departments and offices.

Understand the requirements of Commercial departments such as Sales and Product Management.

Demonstrate effective interpersonal and communication skills.

Experience in improving and developing the knowledge & skills of others.

Able to work on own initiative to develop the team.


Relevant IT Degree or Diploma.

Management courses (preferable)

Technical Skills

Database technologies preferably Oracle




Format: Skill Description (Rating 1-5,Experience in Months)
Rating: 1-Beginner, 2-Below Average, 3-Average, 4-Above Average, 5-Expert

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