Scope of the Role
A Shift Manager is a professional role responsible for overseeing an operation, delegating tasks to team members and resolving problems that occur on their shift. They work collaboratively with other shift managers to ensure customers receive good service and fulfil the obligations outlined in the MLSA.
Responsibilities
Oversee day-to-day operations to ensure the shift runs smoothly and cases are transferred to FTS appropriately
During shifts, provide the team members instructions and feedback
Assign duties to team members and be available to assist in any situations that arise during their shift
Together with other shift managers, they plan the shift capacities and schedule, making sure that resources are allocated effectively to deliver workloads
Managing no-shows, last-minute absences, time-off requests, and informing the manager of any problems
Ensuring members are accurately present status on the phone system and preparation for incoming calls
Ensuring members book their time accurately in the support cases and Jira
Cooperate with the incident manager, ensuring that policies, procedures, and standards are adhered to effectively
Accountable for coaching and mentoring new members
Encourage and promote a positive and collaborative workplace culture
Address concerns with individual performance and implement plans to assist them in achieving their potential
Use reporting techniques to identify trends, patterns and opportunities to improve the service delivering
Assist the leadership team on DFO's internal projects
Providing necessary resources to assist in major incidents, moving from RED to GREEN
Conducting service and operation performance reviews and disseminating the findings
Collaborating with the incident manager and process owner, sharing knowledge and comments in order to enhance customer service.
Put the new or improved processes into practice with the team
Qualification and Experience Required
3+ years' managerial or supervisory experience
Experience managing team of SW engineers providing professional service to resolve customer issue
Proven leadership and experience managing a diverse team is preferred
Knowledge in writing SQL queries in Databases (Oracle), able to read and understand SQL scripts
Knowledge in ITIL especially in Incident and Problem Management process is preferred
Able to analyze OS (Windows and Linux), application and database logs is a plus
Facilitate a positive environment and support a safe and productive workplace
Effective in prioritizing daily tasks while accounting for unforeseen challenges
Ability to work in flexible hours, and shifts hours
Strong interpersonal and English language skill is a must
A Bachelor's Degree in Information Technology, Computer Science, or Engineering or related field
Capabilities Required
Leadership: Commercially driven with the ability to articulate a direction, embody announced values and create the environment where business success can be accomplished
Alignment and Engagement: The ability to align the team with the strategy and engage them in willing and relevant performance delivery
Mental Capacity: possesses the analytical and creative skills necessary to come up with replies that are solution-focused and to look for novel chances to support team growth
Influencing and Facilitating Change: Possesses a variety of abilities needed to influence at all levels and support change initiatives when necessary
