Team Leader - Engineering

Position Description

Team Leader Engineering

Services Managed Service Delivery Engineers

Line of Business:

Department:

Position Profile:

Position Purpose:

Services

Managed Service Delivery Engineers

3

Provide operational management of the Shift Support Team responsible for the execution

of the event management process proactive maintenance major incident management

and afterhours service desk functions.

Vision & Core Values

#

Data 3 s vision is to harness the power of people and

technology for a better future.

These core values define the expected behaviours of our

people which in turn shape the culture of our business.

Key Responsibilities

Direct Reports (Support Engineers)

Support Engineers Line report and Delivery performance responsibility

Service Leadership and Management

Daytoday management of the Shift Support functions:

o Customer Service Receiving and responding to customer requests received via email phone and servicenow.

o Change Management Scheduling Execution & Compliance ensure that the formal Change Management process is

adhered to and the team actions and completes all change requests in a timely manner and provides accurate supporting

documentation.

o Health Checks The execution of proactive health checks is completed as per the defined processes

o Event Management Monitoring and responding to events raised in monitoring tools and responding based on defined

processes.

o Major Incident Management Execution of the major incident management process and communications in accordance

with the defined procedures.

o Collaborate with all services teams to drive continuous improvement and optimisation

Ensure team members understand the requirements of their work and are equipped with tools and training required for

successful performance and effective decision making

Effectively manage workloads to ensure they are equitable and appropriate to individual skill sets and levels

Effectively lead develop coach and manage employees and positively influence their progress towards successful

results

Provide the escalation point for team members for resolution of all related incidents and/or tasks during office hours and

after hours.

Contribute to and deliver improvements that support the continuous improvement of processes and controls within the

team adopting ITIL best practices.

Team Leader Engineering

Managed Service Delivery Engineers

Award: Professional Employees Award

Position17153

Confidential

Copyright 2024 Data#3 Limited. All rights reserved Page 1 3

of Motivate and lead the teams to achieve agreed timelines SLA s and defined standards

Commitment to on job training for new & current staff

Provide positive feedback to the teams

Employee issues (including nonperformance) are successfully addressed

Model the principles of security and Data3# Values in all aspects of work

Team Development Plans complete and maintain staff development plans for the team using the TAPP system

Service Duties and Responsibilities

Knowledge across the team is documented and effectively transferred to Data#3 through knowledge documentation

operating procedures and technical reports

Be responsible for the operational management of call assignments within the Shift team.

Manage the support roster and scheduling of staff.

Undertake a weekly review of the Shift Service Desk Support tickets to drive the quality of customer interactions and

adherence to policies and procedures

Undertake a weekly review of event management statistics to identify opportunities for optimisation

Responsible for the operation and compliance to the event Management process methods and techniques

Identify opportunities and create requests for the event team to implement event optimisation automation reducing

routine manual tasks and false alerts

Escalate events in accordance with the escalation and service level procedures

Volume reporting all regular reporting is completed for team performance & trending of volume metrics from the ITSM

& Monitoring tools

Skills Matrix develop and maintain an active skill matrix that represents current team competency & current customer

competency requirements. Highlight plan and address any skill gaps through Team SIP Plans and Service Potential

Report

Additional Responsibilities

a.

b.

c.

d.

Uphold and adhere to Data#3s core values guidelines policies and procedures

Represent Data#3 in a professional manner and provide excellent customer service to our internal and external

customers.

You are required to perform your duties safely without risk to your own health and safety or the health and safety of

others

You are required to be flexible to work in additional roles or capacities or take on additional or varied duties as may

be assigned to you that you are skilled and capable of performing. Data#3 may alter your position position

description position title location and responsibilities in accordance with changing business needs and priorities.

As part of your position in addition to (c) above you:

may be required to perform your duties offsite including at customer vendor/partner and supplier sites which require

as a condition of entry you to hold a National Police Certificate;

may be responsible for accessing internal and third party computer systems containing highly sensitive confidential

corporate and personal information;

may be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your

duties with a high level of honesty and integrity.

Accordingly the satisfactory completion of a National Police Certificate is an inherent requirement of your position.

Team Leader Engineering

Managed Service Delivery Engineers

Award: Professional Employees Award

Position17153

Confidential

Copyright 2024 Data#3 Limited. All rights reserved Page 2 3

ofKey Experience Skills & Abilities

Experience

Industry Experience 8 years experience in IT Managed Services within Operational management disciplines.

ITIL Experience Proven knowledge & experience developing best practice ITIL aligned Operational frameworks and

processes for managed service environments.

Personal resilience The role operates with the leadership team of the Managed Services BU and is expected to add to

the level of energy and enthusiasm for improvement change and innovation over extended periods of time.

Regulation consciously manages personal contributions to accurately articulate advice and recommendations with the

purpose to educate and create understanding amongst juniors peers managers and executives and customers.

Adaptability manages away from perfection is able to tailor capabilities methods and subject matter expertise to

create new solutions and IP mindful of finding a pragmatic balance between customer demand business urgency and

best practices. Focuses energy on today and tomorrow and lets challenges of the past go once the lesson has been

translated to recommendations.

Ability

Selfsufficiency The ability to selfgovern own learning and training requirements.

Tenacity The ability to navigate past setbacks in order to achieve business outcomes.

Team Leader Engineering

Managed Service Delivery Engineers

Award: Professional Employees Award

Position17153

Confidential

Copyright 2024 Data#3 Limited. All rights reserved Page 3 3

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