- Form good communication links with other technical teams, in order to increase the quality of support and service to the end user
- Develop processes/build documentation for upgrades, new technologies, etc in Standard Operating Procedure (SOP) format and able to ensure adherence to it.
- Lead incident/problem management tasks and ensure resources are in place to support high priority incident escalations.
- Assist junior team mebers in terms of incident resolution
- Mentor and assist in the development of other technical staff. Maintain a high level view of the technical skills availability across the team.
- Devise and deliver relevant on-the-job training in technical and business process matters for other staff over a period.