Exchange Sme Bellville

Our client, who operates a leading international call centre concern in Bellville, render IT Services to a number of countries in the world.  They have a role for an Exchange Technical Lead (SME) focused on the company's services delivered into the customer’s Managed Service. The areas of expertise for this role are not limited to Exchange, it requires a broad understanding of the impact of other technologies on an Exchange environment. This role will report into the Enterprise Technical Lead, Digital Infrastructure. Overview of the role - Supporting customer requirements whilst protecting service delivery. - Supporting customer requirements whilst complying with ISO/IEC 27001 standards. - Leading innovation in a way that delights the customer. - Role modelling and championing genuine collaboration across all teams. - Applying scrutiny to and identifying risks for proposed technical activities. - Bringing proactivity, rigour and discipline to operational activities. - Building productive relationships between Computacenter Delivery Leadership, Service Management and Digital Infrastructure teams, including Customer Operational Architecture. - Feeding into and delivering on Enterprise Technical Lead priorities. Main Duties/Responsibilities - Be part of technical delivery into Computacenter, the Customer and Computacenter Service Management. - Lead technical conversations with Delivery Leadership and the Customer. - Create a joined up and proactive support structure across the end-to-end customer environment including interfaces outside of Computacenter. - Work with Capacity Management to ensure that capacity and workload demands are appropriately managed. - Ensure the correct governance and appropriate technical scrutiny is applied to all proposed changes to and potentially impacting the Managed Service infrastructure. - Ensure that for the Managed Service infrastructure supportability is always maintained and stability is always prioritised. - Technical Leadership on complex Major Incidents. - Be part of the delivery of technical improvements learnt from Major Incidents, Projects and recommendations from BAU. - Support the delivery of major technical improvement initiatives in a timely manner, working with other parties to aid delivery. - Actively support continuous improvement. - Actively develop the technical teams by sharing information, knowledge, skills, customer insight and by inputting into training and development plans. - Highlight issues, vulnerabilities and any gaps, and where relevant, feed into technical risks on the account. - Ensure the ongoing drive for the delivery of a proactive service and for automation. Problem Resolution Provides guidance and advice on problem resolution approach to technical analysts in the team. Proactively identifies process and team areas that require improvement and facilitates resolution. Ensures that documentation is relevant to effective resolution of problems Process - Enc