Ash Nelson Partners Limited (�ANP�) is a technology company with a key focus on solving Cyber Security, and Cyber Fraud problems for Financial and Revenue collecting Organizations. We work with our clients to source effective solutions with a proven performance track record in their target terrain. We combine a strong understanding of the Nigerian Business Ecosystem and the unique challenges it faces in its bid to digitize these core processes. Armed with this knowledge, we are able to effectively identify innovative solutions, that will give our clients the desired results.
Job Summary
- Team Leadership: Manage and lead a team of support engineers, providing training, and performance management as needed.
- Vendor Relations: Establish and maintain strong relationships with solution providers to ensure efficient issue resolution and product enhancements.
- Service Delivery: Oversee the delivery of support services, ensuring adherence to service level agreements (SLAs) and meeting customer expectations.
- Client Communication: Act as the primary point of contact for clients regarding support issues, escalations, and service improvements.
- Process Improvement: Plan, design, schedule, continuously review and enhance support processes to drive efficiency, effectiveness, and customer satisfaction.
- Quality Assurance: Implement and monitor quality assurance processes to ensure high-quality support service delivery.
- Incident Management: Manage critical support incidents, including coordination with third-party vendors, root cause analysis, and resolution.
- Reporting: Generate and analyse support performance reports, providing insights and recommendations for improvement.
- Budget Management: Manage the support department's budget effectively, optimizing resource allocation.
- Collaborative Engagement: Collaborate with cross-functional teams, including sales, product development, and project management, to align support services with company goals.
- Capacity building: training the support workforce appropriately on the respective processes, tools, and technologies to provide support on incidents, service requests, problems, and change requests in the pre-defined SLA targets.
- Customer satisfaction metrics: maintain a consistently high score on Implemented customer satisfaction metrics.
Requirements:
- Proven experience (5+ years) in service delivery management, with a focus on technical support, preferably in the technology services or financial sector.
- Exceptional communication and interpersonal skills, with the ability to interact with clients, vendors, and internal stakeholders at all levels.
- Previous or current experience in a core technology role (e.g. solution architecture, infrastructure, development, integration etc)
- Strong understanding of software solutions and the ability to communicate effectively with software vendors.
- Excellent leadership and team management skills, with a track record of building and motivating high-performing support teams.
- Proficiency in IT service management (ITSM) frameworks, such as ITIL, and experience in implementing ITSM best practices.
- Strong problem-solving and critical-thinking abilities, with a proactive and results-oriented mindset.
- Experience in resource allocation and co-ordination
- IT certifications (e.g., ITIL,) are a plus.
- Knowledge of financial industry regulations and compliance standards is a plus.
Skills
- Linux
- Bash scripting
- Infrastructure
- Troubleshooting
- Programming languages
Experience
- Experience with working in a Linux environment
- Experience of involvement in multiple concurrent projects
- Experience in a customer-facing role in the tech industry
- Strong communication skills, including the ability to explain technical concepts to a range of different audiences – from highly technical to non-technical business owners
- Strong experience with shell scripting (Bash preferred)
- Familiarity with web services (e.g. REST), and associated components (e.g. JSON)
- Experience of working with distributed systems (e.g. Apache Zookeeper, Apache Kafka)
- Experience with deploying software in cloud-based environments (e.g. AWS)
- Experience writing production-quality code (Python or Java preferred)
- Experience with database architecture and scripting (e.g. SQL or MongoDB)
- Experience with source control (e.g. Gitlab)
- Familiarity with DevOps and software testing concepts (e.g. continuous integration, test-driven-development)
Method of Application
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