Midrand: Senior Programme Manager

Providing the leadership for problem solving and manage the operations of a team of professionals responsible for troubleshooting, escalation, and resolution of reported production issues across suite of Supported Applications. Provides the leadership for developing Minor Enhancements and Factory projects. Expected to optimise production support processes, ensure adequate capacity to meet SLAs, and develop strong relationships with the Application Development team, Quality Assurance, Hosting, and Client Services teams. Responsible for developing the skills and knowledge of the support team, promoting the growth of each individual and building a well-balanced, highly skilled team that can provide support and coverage across the entire suite of Supported Applications. Responsible for providing service delivery as per the activities described in the Service Catalogue. These include, but are not limited to, the following aspects: Ensure Incident Management and Problem Resolution SLAs are being met. Guide development of Minor Enhancements and Factory projects, Root Cause Analysis and Preventative Maintenance activities. Work with other Project Managers to obtain assistance from subject matter and application experts, as needed, to supplement the application support team. Establish best practices for ticket handling, triage, troubleshooting, problem fixing, and verification of problem fixes. Develop capacity models and provide capacity plan projections to support Application Operations Establish consistent and meaningful communication of issue status and planned resolution to company Service Delivery team. Provide accurate, timely, and insightful operational metrics to company Take necessary measures for retaining the knowledge within the support team without affecting the service delivery. Provide direct client interface and ensure service excellence delivery. Identifies and manages resources needed for the planning, development and delivery of specified infrastructure services and solutions. Influences senior level customers and project teams through change management initiatives, ensuring that professional standards are maintained. Takes full responsibility for budgeting, estimating, planning and objective setting.