Technical Team Leader

Job Summary:
**Job Description**:
Purpose of Job

The Technical Team Leader provides technical leadership to the Corvanta system administration team and acts as the interface to Professional Services, Software Development, Customer Care and Sales teams. This is achieved through the understanding of customer deliverables and the coordination of internal and external stakeholders to achieve them. Strong technical, team and customer management skills are required to effectively deliver our integrated solutions. This customer facing role also contributes positively to new business opportunities by participating in the scoping of services for proposals.

Key

**Responsibilities**:
Reporting to the Corvanta Customer Care Manager and working collaboratively as part of a cross-functional team, undertake the following high-level responsibilities in a professional manner:
Technical Leadership
- Lead the technical implementation of new Corvanta infrastructure projects including upgrades and cloud migrations.
- Manage infrastructure to ensure operational requirements and customer SLA’s are met.
- Ensure that information security best practices are embedded into all product and service offerings.

Customer Management
- Maintain high performing service & support functions, ensuring that all services are being provided in alignment with customer contracts.
- Monitor, manage and support service delivery by ensuring systems, methodologies and procedures are in place and followed to high standard.
- Contribute to customer proposals to ensure services and third party costs are accurately scoped and quoted.
- Build partnerships and liaise with key stakeholders to determine services, delivery criteria and solutions for requirements that may arise.
- Ensure that accurate and timely information is being collected during BAU activities to enable accurate reporting of customer metrics.
- Conduct or attend customer delivery or project meetings as required.
- Respond to customer escalation requests and ensure required outcomes are delivered.
- Deliver the required internal and customer reports on regular basis (usually monthly).
- Undertake post-incident reviews, root cause analysis and corrective actions.

Team Management
- Accurately forecast upcoming work and allocate system administration resources, ensuring that over or under-utilisation is minimized.
- Manage team priorities and consult with stakeholders to ensure delivery in required timeframes.
- Monitor the Service Management tool (Jira) to ensure ticket queues are addressed consistent with Service Level Agreements.
- Undertake technical overviews of proposed solutions to ensure they follow best practice and are maintainable.
- Review work outputs from team to ensure quality approach is being followed.
- Act as the first point of escalation for any team issues, including after-hours on-call roster, and coordinate resources during priority incidents.
- Perform team leadership responsibilities including undertaking performance reviews, goal setting, coaching, and providing learning and development opportunities.
- Support the IT Manager and Customer Care Manager, performing leadership responsibilities as required when either is unavailable for extended periods.

Vendor Management
- Act as the point of contact between Trapeze and suppliers for quoting, ordering, issue/incident management and escalations.
- Monitor usage trends for third party services to both identify areas for savings and avoid overcharges.

Policy & Procedure
- Ensure that ITIL, ISO9001 and ISO27001 processes are being followed and relevant documentation and audit trails are being maintained.
- Ensure documentation is created and maintained in a timely manner and stored in the approved document management system.
- Regularly audit and conduct testing of backup, recovery, DR and BC plans to ensure they meet stated requirements.
- Participate in ongoing reviews and enhancements of existing policies and procedures and provide recommendations for improvement.

Other
- Undertake any other reasonable tasks consistent with training and skill levels required for this position as requested.
- The position may involve occasional domestic travel within Australia and some international travel.
- The position will involve on-call and other work outside regular business hours.

Required Skills and Experience
- Relevant tertiary qualifications or equivalent level of experience in a related role.
- 5 years demonstrable experience leading technical teams.
- A strong background in system administration, communications networks, or mobile (M2M) data with a minimum of 10 years’ experience (can be concurrent with team leader experience).
- Experience or certification in ITIL Service Management framework.
- Experience in managing ISO9001 or similar quality standard (Highly Desirable).
- Experience in managing ISO27001 or similar information security standard (Highly Desirable).
- Previous experience with emergency services or