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Technical Team Leader

Business:  Discovery Central Services
Function:  Events Management
Date: 

Discovery – Technology Services

 

Technical Team Leader – Events Operations

 

About Discovery

 

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

 

About Events Operations

 

The Discovery Technology Services Infrastructure teams are responsible for all composite hardware, software and network monitoring throughout the business. This allows us to deliver a world class IT monitoring solution and service to our clients and partners.

 

Key Purpose

 

The role provides support, leadership and training to the Events Operations team for the core purpose of proactively escalating IT Infrastructure failures for the Discovery Group. It requires supervision of staff across a 24/7 timeframe by assisting and providing guidance during escalations.

 

Apart from overseeing proactive Incident detection and escalations to back office and system teams, the incumbent is required to ensure real-time monitoring of the Data Protection environment and Enterprise Database Systems, thus ensuring uninterrupted business impact, when performing data warehouse refreshes.

 

Areas of responsibility may include but not limited to:

 

  • Accountable for the delivery of Technology Services infrastructure escalations by the Events Operation team and effectively collaborating with Major Incidents, Problem Management and Incident Management.
  • Creating, updating and implementation of standard operating procedures for the Events Operation environment.
  • Training of new hire employees and existing employees on all systems, processes and procedures.
  • Resolving any Events Operation visibility issues that may prohibit the team from performing their monitoring function.
  • Management and quality screening of logged Incidents, ensuring that these tickets are acknowledged and processed within agreed SLAs, represented at MANCO.
  • Change Management - responsible for attending CAB meetings identifying any potential changes that may impact the Events Operations team and communicate effectively weekly.
  • People management - skills development, performance conversations, mentorship and resource planning.
  • Representing the Events Operations service offerings at relevant forums within Discovery Group.
  • Asset Management of Event Operations environment.

 

Personal Attributes and Skills

 

  • Learns on the Fly
  • Resilient
  • Instils Trust
  • Problem Solver
  • Conflict Management
  • Attention to detail
  • Strong people management skills
  • Results driven with a strong Customer Service focus
  • Able to adapt to changing circumstances
  • Able to engage effectively across all levels of the organization.
  • Able to operate effectively in a high volume, pressurized environment
  • Ability to translate statistical and trended data into opportunities for improvement.

 

Education and Experience

 

  • IT Diploma or Degree
  • ITIL Foundation - Knowledge of ITIL Event Management framework
  • 3 years in a leadership position
  • 8 years overall IT operations experience with 5 years within an Enterprise environment
  • Monitoring Tools experience (Dynatrace, SCOM, Appdynamics etc.)  - Advantageous

 

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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