Technical Team ManagerLocation: Łódź, Poland Apply Now!

Purpose of Role:

Technical Team Manager will be responsible for managing a team of RIM IT Engineers of specialties depending on the team stream:

Server, Database, Virtualization, Messaging & Collaboration, Network, Applications Packaging, Storage, RIM Monitoring and/or other Enterprise Management.
Main role of Technical Team Manager is to influence service delivery, achieving required service levels and customer satisfaction through team and individuals management/development, as well as participation in managing operations through team/project leadership.

Responsibilities: (which may be delegated)

  • Technical Capability. Manages, leads and motivates a team. Supervises a team that delivers support to a wide range of technical systems or in-depth product knowledge, helping to define and implement technical best practice to ensure service levels are met.
  • Project Management: Leading or participating in transversal projects for the RIM department, the whole GDC or Global Delivery (ISO, Sustainability).
  • People skills. Skills development, Performance appraisals
  • Business Awareness. SLA, Risk Management, Optimization of Delivery Costs. Develops an understanding of the customers’ environment and service delivery requirements to enable successful delivery of the service.
  • Process. Manages established processes/procedures, drives improvements as appropriate to resolve enquiries, issues or problems. Controls and maintains operational documentation to ensure that the team operates within defined guidelines and procedures.
  • Problem Solving. Takes ownership of issues identified. Seeks and manages team to find optimal solution or temporary workaround. Escalates and/or gains support where necessary to resolve the problem. Understanding what needs to be done to meet requirements and achieve SLAs.
  • Service Level. Manages and plans work and reports on progress against service level, cost, time and specification. Drives to continuously meet and exceed customer expectations.
  • Management/Team Working. Leads, motivates and develops a service delivery team with minimal supervision, to ensure effective team working and delivery of required output. Acts as an effective and helpful member of the team, demonstrating personal leadership, initiative and drive.
  • Customer Relations. Establishes multiple relationships with all levels within the customer and own organization both internally and externally to improve customer satisfaction and service delivery. Acts as escalation point for client and customer.
  • Professional Development. Takes responsibility for learning to support daily business requirements. Ensures team stays up to date with current and new products, tools and techniques, encouraging their use within the business to promote continuous improvement of capability.
  • Project Work. Schedules and manages technical teams to deliver small to medium infrastructures and technical designs to meet project plans.
  • Security. Complies with all security policies, regulations and contractual obligations.

General skills:

  • Previous experience in a managerial role (IT technical area) is a must (at least 2 years)
  • Ability to effectively manage the team and available resources
  • Strong leadership and interpersonal skills as well as commercial awareness
  • Strategic and analytical thinking
  • Flexibility and ability to deal with ambiguity
  • Sound planning and organizational skills
  • Good communication & presentation skills
  • Ability to analyze service solution/design/model, for service implementation
  • Initiative to constantly improve solution methods and excellent approach to Business Model

Technical skills:

  • Knowledge and understanding of at least one of the following:
    • Microsoft Windows Operating Systems and/or Linux / Unix Operating Systems including recovery
    • Microsoft Active Directory and Microsoft Security Model
    • UNIX/Linux Security Protocols and Model
    • Networking Protocols (TCP/IPV4 including IPV6)
    • Networking Hardware
    • Virtualization Technologies such as Citrix, Hyper-V, VMWare
    • Server hardware, especially around RAID, and hardware resources
    • Storage (Fujitsu, EMC Products, HP, IBM, Hitachi, NetApp, Dell, etc.)
    • Messaging & Collaboration ((O365, MS Exchange, Skype for Business, Sharepoint, Federation Services, Lotus Notes)

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