Job Description

Who are we?

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.

With 170,000 people working across the globe, Foundever™ securely connects brands with their customers 9 million times a day in 60+ languages. Our global footprint makes us one of the few true global players in the BPO industry.

Role Purpose

The Senior Onsite Engineering Lead (Snr. OEL) is responsible for managing the onsite engineering team for their designated sites within South Africa, representing the face of IT. They will be responsible for day-to-day operations, provision of on-site IT services and IT service delivery, working closely in partnership with all other IT workstreams, as well as Operations and other relevant functions

Primary Responsibilities

Management

• The Snr. OSE Lead is responsible for the site IT infrastructure of South African locations, the Site IT personnel within those locations and supporting the business continuity of critical technology services based within said sites
• Working with their line manager (EMEA IT Service Delivery Director) to ensure that agreed standards for operations support (ITIL framework) and service levels within the business, are regularly reviewed and targets are met.
• Supporting the relationship between IT Service Delivery, Operations and Site Leadership within the SA region.
• Working with the EMEA IT Delivery Leadership in developing plans for improvements within the IT Infrastructure ensuring that IT fully supports the objectives of the region’s business operations.
• Assists the EMEA IT Delivery Leadership with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.
• Support the co-ordination of IT activities and support services delivered by other IT functions (Shared Services) into the SA region.
• Works with the IT Security team in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner.
• Supporting local and regional audits.
• Working with the Operational Change team in ensuring that Change Management, Business Risk and Contingency planning are addressed.
• Promotes goodwill and a positive image of IT within the Company and with Clients.
• Ensures the timely completion of reports, records, and other documentation as required. Overall management of SA IT Onsite Engineers:
• Provides leadership to the IT OSE team through effective objective setting, delegation, and communication.
• Conducts meetings to ensure that IT Team is well informed of changes in programs, policies, and procedures.
• Regular personnel reviews, 1-2-1’s with the SA on-site engineers, development of their training to meet IT and business objectives.
• Supporting of the SA OSEs in major incident diagnostics and resolution and working with the EMEA IT Service Delivery Leadership to manage all P1 & P2 incidents within the SA region.
• Act as a point of immediate technical escalation for the OSEs in the region.
• Ensure formal corporate procedures are followed; SLAs met and high levels of internal/external customer service met with timely and appropriate communication.
• Managing the delivery of local (IT) projects with ensuring that onsite engineers are involved in the projects, and these can be integrated with day-to-day support needs and that all workloads are managed accordingly.
• Management of HR related activities such as sickness, holidays, appraisals and performance issues.
• Ensure all documentation regarding site IT is kept up to date and accurate.

Managing Client Satisfaction

• Gains internal client feedback and keeps in touch with any relevant external Clients & is always up to date with the views of Clients regarding the IT service performance.
• Monitors support problems, checks service desk statistics & acts as an alternative to the Service Manager as a 1st escalation point for escalation of service desk calls & ensure problems & failures are properly managed.
• Dealing with complaints and/or major issues. In particular where performance does not meet relevant service levels, or where major incidents arise.

Working within the market

• Establish a promotional approach which applies across the region.
• Communicate effectively within and outside of the market, being proactive in the sharing of information.
• To consistently review fresh solutions & support/develop integration and re-use of information.
• Ensure that IT operations are managed as per the standardised way across EMEA to enable flexibility of resources & infrastructure.
• Ensure that agreed standards for operations support (ITIL framework), service levels within the business, are regularly reviewed & targets met.

Conduct

• Acts as the face of IT Leadership within South Africa, promoting goodwill & a positive image of IT within the Company & with internal and external Clients.
• Provides leadership to IT personnel through effective direction, delegation, & communication.
• Conduct meetings to ensure that personnel are well informed of changes in programs, policies, & procedures.
• Regular personnel reviews & 1-2-1’s with all direct reports (minuted)
• Implementation & management of succession planning for all key IT posts
• Conducts performance appraisals as assigned.
• Provides measurable feedback to management & suggestion for improvement of performance.
• Formulates & implements employee corrective actions as needed.

Compliance

• Proactively manage & be responsible for all Health & Safety issues for the team, ensuring a safe working environment for everyone.
• You must adhere to agreed procedures & ensure that changes/incident resolutions are resolved in line with Foundever, or client, security policy requirements & ensure the effective management of 3rd party technology providers & their compliance with Foundever & Client security policies when working on Foundever systems.
• You must take personal responsibility to understand & comply with all company & client security requirements & policies.
• You are responsible & accountable for the proactive implementation & ongoing operational adherence to the Foundever /client contractual security policy requirements & legal compliance to all appropriate legislation within the countries your function/region operates.
• You are also responsible to ensure that all Foundever contract & permanent staff in your function/country comply fully with the security policies & requirements of Foundever & our Clients, ensuring your staff are given an appropriate level of knowledge/awareness to be able to apply & comply with the security policies within the context of their role & taking appropriate corrective actions when non-compliance is identified.

Skills

• People
  • Experience of managing small local technical teams.
  • Effective in delegation and workload management whilst creating & driving high performance team environments.
  • Must have strong proven management skills.
• Communication
  • Excellent written and spoken English essential.
  • Strong communication skills, with clients & technical teams.
  • Some experience in presentations, being a clear and effective communicator in escalation or pressure situations.
  • Must be able to speak with all customers, including clients & technical teams.
  • Ability to communicate technological terms to the layman is considered essential.
  • Excellent presentation and reporting skills are desirable
• Process
  • Experience of working in a highly standardised process environment across diverse geographies & languages.
  • Understanding & experience of the role of ITIL within IT is essential.
  • Experience of ISO and PCI standards are desirable
• Organisation
  • The role requires the vision & motivation to be able to be a key interface between the IT function and the operational business, including external clients.
• Technology
  • Proven IT skills within a desktop support (2nd level role) is essential, as is experience in a call centre environment.
  • Laptop and PC general support experience (Essential)
  • Windows - Active Directory administration (Essential)
  • Windows 11 operating system (Essential)
  • Managing Anti-Virus clients and security patching (Advantageous)
  • Dell / HP Server hardware (Beneficial)
  • Microsoft Outlook support (Advantageous)
  • Building & imaging Hardware (Preferred)
  • DNS, DHCP management (Advantageous)
  • Windows server 2019+ (Beneficial)
  • Working knowledge of Microsoft SCCM / Azure (Advantageous)
  • Networking (LAN/WAN/Wi-Fi) knowledge (Cisco) (Advantageous)
  • Telephony support experience (Beneficial)

Knowledge and Ability

• This role will suit someone who has extensive experience in managing a team of IT personnel or onsite engineers across multiple sites whilst dealing with high pressured situations
• ITIL – Experience of working to ITIL principles, preferably certified to at least foundation level. A strong process focus is required.
• Security – Experience of migrating / maintaining IT operations in a compliant and auditable state
• Resource Management – Experience of managing and deriving value from small specialised technical teams including disciplines around reporting and measuring utilisation.

Qualification and Experience

Education:

• Preferable – University Degree level educated and certified to ITL practitioner level.
• Ideally the person is qualified and has technical experience or comes from a similar environment.
• Beneficial to have qualifications in the Science or Computing related field, high school graduation is a must.
• Formal Microsoft qualifications are advantageous.
• Any other vocational training and qualifications in the Information Technology field will be considered advantageous.
• A second language is beneficial.

Ideally 5 years’ experience of:

• Managing a team of IT personnel or onsite engineers whilst dealing with high pressure environments.
• A customer facing contact centre IT support role, multi-site end customer Microsoft environment supporting both locally and remotely. Working within a fast moving and dynamic ITIL based environment.

Job Specifics

Travel maybe required

This role may require travel mainly within the local area, ideally candidate must have a clean driving license.

Out of Hours Support

This role will at times require out-of-hours support for major Incidents, Changes, project work etc. The candidate should be free to support when required (within reason).

Flexibility

This role will be required to manage an environment which is active 24x7 / 365 days, so flexibility is a must and will be compensated in overtime or lieu time on agreement. In return the company will be flexible with your needs.

Role Breakdown

Major Actions / Supporting Actions

1. Effectively directs information technology personnel, ensuring optimal performance - 35%
2. Assumes responsibility for the direction & management of IT service delivery within the region in support of regional & global business objectives - 20%
3. Assumes responsibility for techinical escalations within the region and affective and concise communication with and escalations to third party teams - 10%
4. Assumes responsibility for establishing & maintaining effective communication & coordination with internal staff & professional customer relations with all clients & external contacts - 25%
5. Assumes responsibility for overseeing the formulation, implementation, & maintenance of all information systems products & services within the region - 10%

Apply Now! We look forward to reviewing your application.

Foundever™ is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of our organisation.

If you need us to make any reasonable accommodations to our recruitment process, speak to our recruitment team who will be happy to support you.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.

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