network Team LeadFujitsu

NETWORK TEAM LEAD
The purpose of the role is to provide Team Leader responsibilities for the staff that provide operational Network (WAN/LAN/Firewall) Change, Incident and Problem Management & support to Enterprise Services outsourced clients. The Team Leader will regularly be involved in the areas of incident, change and Problem management as required.
1. Supervision of day to day tasks of technical resources and the call management queue to ensure team output meets, at a minimum, the required service level agreement, operational and delivery standards and supports Fujitsu's financial targets.
2. Champions compliance with Fujitsu and customer operational, security and business policy.
3. Coaching and development of team to ensure consistent delivery of services through Fujitsu standard practices and, where agreed within Fujitsu and with the customer, customer specific processes and procedures.
4. Implement processes to ensure that daily, weekly, monthly and other routine tasks are completed on time and to required quality standard. Manage delivery of internal and customer reports within deadlines so as to satisfy routine general controls audits that may be undertaken by Fujitsu or the customer from time to time.
5. Undertake people management activities for the team including recruitment, orientation, training, mentoring, managing team performance, annual performance appraisals, providing a stimulating work environment and career progression. The Team Leader liaises with the Practice Manager, GM MSS, the Recruitment team and HR where appropriate.
6. Resolution of escalated incidents and problems using highly automated tools and knowledge base systems.
7. Performs scheduled processes
8. Supports key delivery processes including;
§ service desk § incident management § problem management § change management § release management § asset and configuration management § security management § availability management § capacity management § service level management § financial management
9. Build and maintain relationships with, and leverage off experience in similar teams in different geographical locations within Fujitsu to ensure a standardised approach and a collaborative atmosphere
10. Maintain documentation on standard technical configurations, changes or variations to the standard technical configurations, as well as associated standard processes and operating procedures. Ensure documentation is reviewed at least annually.
11. Analyse results, operational procedures and the use of technology and provide routine recommendations for the continuous improvement program, innovations program and quality management program.
12. Develop and lead plans to remedy any compliance issues with the delivery of services as those issues pertain to the scope of the services delivered by the team.
13. Manage team members completion of timesheets, leave requests, overtime, on-call, time in-lieu and expense claims.
Qualifications:
Technical qualifications as defined by the Systems Management Practice Manager
2 or more years' experience leading a team of high skilled technical IT professionals
5 or more years' experience in the operation of large complex platform and application environments
Has sound understanding of Fujitsu Managed Services, processes, procedures and products and is able to apply this understanding to direct dealing with customers and third-parties
Proven ability to define and document user requirements and situations, such that the Team Leader gains the confidence of the customer
Strong written and verbal communication skills
Strong problem solving skills
Fundamental, operational understanding of ITIL service support processes
Basic conflict resolution skills
.
Key Performance Indicators
Feedback from stakeholders
Technical Assessments.
Proven track record of problem resolutions.
Evidence of sharing and re-use of knowledge
Successful production of documentation.
Successful management and implementation of changes.
Improvement/ enhancements to service delivery.
Meets and improves service level requirements.
Successful management of escalations in a timely manner.
Meets project deadlines and costs within own area of responsibility.
Percentage of customer problems resolved within required timescales.
Up to date personal learning plan
Additional Information
Bonus Eligibility
Requisition ID: 20000ACB
Contact Information
Shift: Day Job
Posting Date: Oct 28, 2020
Fujitsu

Taguig City, Metro Manila
Permanent
Full-time