Global System Support Manager - Rosebank, South Africa - Cartrack

Cartrack

Verified Company

Rosebank, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Listing reference:
cartr_000515
Listing status: Online-
Position summary

Industry:
IT & Internet

Job category:
Software-Engineering

Location:
Rosebank

Contract:
Permanent

EE position:
No

Introduction

We are a worldleading smart mobility SaaS tech company with over 1,500,000 subscribers across 23 countries. Our teams are collaborative, vibrant, and fastgrowing, and all team members are empowered with the freedom to influence our products and technology. Are you curious, innovative, and passionate? Do you take ownership, embrace challenges, and love problemsolving? We are looking for a System Support Manager (Global) who will help us continue to build industry disruptive tech products and revolutionize the way our customers use technology.
Job description

Overall, Purpose of the Job

The main purpose of the position is to provide an interface between the global businesses and Group IT services (IT infrastructure, IT Development and R&D).

This entails functions such as
building business specifications and
project management of all new or upgraded Cartrack systems, products and services and reporting thereon.

Additionally, management of the
operational functions such as:
User support and training; User report development; system fault finding and fixes; Network billing and SIM administration.

To contribute daily to our mission of earning the reputation that we provide all our clients and partners with superior quality technology and information supported by first rate service.

The incumbent must uphold our promise to clients that we go beyond the expected.

Systems Help Desk Management

SLA Compliance

System Integrity

Root Cause Analysis and Resolution
Improve Efficiency
Improve Internal Customer Satisfaction Levels

Product Support Management

Effective Product Solution for Project Purposes (Sales Collaboration)

Product Integrity

Root Cause Analysis and Resolution

Accuracy

Configuration and Efficient Fitment Procedures
Product Knowledge Dissemination

Analysis of Usage
Root Cause Analysis and Resolution
/escalation to Network

Reduce Risk
Management of Runaway and High Usage Notification
CDR integrity

Sim Department Management

Ensuring that Service Level Agreements (SLAs) are fulfilled.
Ensuring that Access Point Names (APNs) are not misused.

Detailed Description

Lead and project manage new operational systems design as specified by management and/or the needs of the Business
Interface with I.T. technical on the system development according to project timelines and requirements
Test and implement new systems with users
Optimize and maintain systems
Change management with users training and implementation
Manage international roll outs of new systems
Generate new ideas and concepts for system improvement for management approval and project manage to completion
Manage and coordinate the scope and specifications of all system change and upgrade requests with I.T. Technical
Ongoing maintenance of systems by identifying bugs/system fixes/enhancements for I.T. Technical to resolve and verify prior to release to users
Train users on systems and products
Maintain international users at same level/version as SA
Manage the function of procurement, issuing and status changes of SIMS
Administer the quality control checks and corrective actions on SIM cards
Manage the daily/weekly/monthly database checks and reconciliations against the network operator's databases and take corrective action to maintain integrity
Minimize the cost of SIM service charges within the set business objectives
Manage the APNs with the networks and load balancing across APN's and allocation of bundles to minimize data costs
Manage system for recording and analyzing all CDR records and ensure data volumes are managed efficiently, costs are minimized and reconciled to network bills and all SIMS generating high data volumes are managed by exception and corrective action taken timeously
Test all new products on the bench and in the field with relevant users (e.g. Fitment Services) and verify all fixes and approve for release, with release bulletins, to market
Design and automation of management reports
Ensure report integrity is maintained
Leading and managing a team of Tier 2 Support agents, while also managing a team of Tier 1 support agents in collaboration with a Tier 1 manager.