Support Technical Lead (Hybrid)

At Sybrin System we pride ourselves on delivering high-quality products and secure solutions, thanks in part to the combination of the ISO 9001:2015 certification for Quality Management, and ISO 27001:2013 for Information Security Management. As an employee of Sybrin Systems, you will be expected to undergo periodic training to better understand your unique role in the security and quality ecosystem within Sybrin. These certifications are significant business enablers, and as such, ensuring our customers are receiving quality, secure service at every touchpoint within the organisation is critical.

Role Overview:

The Support Tech Lead is accountable for leading a customer-facing team that directly influences the customer experience with Sybrin. This role involves ensuring production stability, managing relationships with customers, and fostering a culture of continuous learning and technical proficiency within the team. The STL must maintain high standards of communication, embody Sybrin’s values, and serve as an ambassador for the brand. Responsibilities include overseeing performance management through regular KPI assessments, implementing proactive support measures to prevent incidents, and managing high-severity issues with urgency and empathy. The STL will also focus on team development, ensuring members have access to necessary training and resources, while maintaining an up-to-date understanding of systems and code management practices. Ultimately, the STL plays a crucial role in driving team performance, enhancing customer satisfaction, and upholding Sybrin’s commitment to excellence.

 Qualifications and Experience: 

• Degree / Professionally skilled
• Minimum 5-8 years experience

Key Responsibilities: 

• Production Stability: Accountable for the stability and optimal performance of production systems, ensuring SLA compliance through effective team leadership, training, and development. Actively manage escalations and critical incidents, implement tracking mechanisms for performance monitoring, and foster a culture of professionalism and proactive problem-solving within the team.
• Proactive Support and Maintenance: Drive proactive support and maintenance initiatives to prevent incidents and escalations, ensuring all changes to production environments conform to Sybrin's best practices through thorough audits and validations. Implement measures to permanently resolve recurring incidents by addressing root causes, manage proactive monitoring of critical system components to detect issues before they escalate, and oversee effective maintenance activities, providing customers with technical runbooks and guidelines to maintain optimal system performance.
• Operational Leadership and Management: Provide operational leadership for the team by ensuring adherence to Sybrin processes and procedures in application support, training team members, and holding them accountable for compliance. Proactively identify and update processes as needed, effectively manage team workload and capacity planning, and advocate for additional resources when necessary. Implement cross-skilling and succession planning for key roles to ensure business continuity and knowledge transfer. Identify and mitigate risks affecting the team, customers, and the business, maintaining a centralized risk management list in collaboration with the SDM.
• Performance Reporting: Regularly report on team performance to management and customers, focusing on Production Stability, ongoing problem tickets, incidents, tasks, blockers, and risks monthly. Ensure reports highlight both achievements and areas for improvement, while actively engaging in customer reporting to provide an accurate reflection of team performance and offering clear remediation guidance for any problematic environments.
• Team Leadership and Development: Lead the team by establishing a clear purpose aligned with the company vision, engaging in annual discussions to reinforce this alignment. Foster a feedback culture that encourages appreciation, open communication, and a growth mindset. Set and track ambitious yet achievable short-term goals annually, ensuring they contribute to team purpose and incentives. Develop detailed career progression plans for key team members, supporting their individual goals through regular discussions. Act as a representative for the team, addressing concerns and facilitating improvements based on shared experiences and lessons learned.
• Performance Management and Accountability: Hold team members accountable for their contributions to team and company success by measuring and providing feedback on individual KPIs through regular performance appraisal sessions, conducted no less than twice a year. Discuss each KPI with team members, allocate ratings based on defined delivery guidelines, and provide honest feedback supported by evidence. Clearly communicate areas for improvement and guide team members on specific actions required to enhance their performance and exceed expectations in future reviews.
• Customer Relationship Management: Cultivate and manage a professional and productive relationship between your team and customers by exemplifying effective communication and meeting practices. Coach team members to develop these skills as needed. Proactively manage customer expectations by keeping them informed of progress, tracking tasks, and arranging regular feedback meetings. Address customer escalations as the first point of contact, coordinating resolutions and maintaining a strong rapport with customers to prevent escalations due to lack of communication.
• High Severity Management: Ensure strict adherence to the high severity process, keeping all relevant stakeholders informed and demonstrating urgency in managing incidents. Proactively gather and present all necessary information, showing empathy to customers and leading by example. Conduct thorough root cause analyses (RCA) and integrate findings into Sybrin best practices and new projects. Develop and share a clear resolution action plan with assigned responsibilities and deadlines, ensuring all action items are completed. Maintain up-to-date documentation, including incident reports and high severity communications, stored centrally for easy access. Report high-impact issues to L3 for further scrutiny and conduct handovers of tickets and RCAs to prevent recurrence in other customer environments.
• Customer Experience Management: Lead a customer-facing team that directly influences the customer experience with Sybrin, ensuring a positive impact on customer satisfaction ratings. Actively gather feedback at various touchpoints throughout the customer engagement process and take corrective actions to address valid concerns, alleviating pain points effectively. Communicate back to customers how their concerns have been resolved, consistently seeking to add value to their businesses. Maintain a professional image in all interactions, demonstrating excellence in communication, empathy, punctuality, and attention to detail.
• Sybrin Ambassadorship: Serve as a premier ambassador for Sybrin, embodying the company’s principles and values in all interactions. Demonstrate confidence, knowledge, fairness, and ethical behaviour, leading by example for your team. Continuously reinforce the expectations of being a Sybrin ambassador in dealings with customers and colleagues, instilling the Sybrin purpose and values within the team to foster a culture of excellence and integrity.
• Continuous Learning and Knowledge Maintenance: Maintain a strong level of business and technical knowledge about the supported systems to provide effective guidance to both customers and team members. Identify and pursue relevant training opportunities, encouraging the team to invest in their professional development and keep their skills up to date. Foster a culture of continuous learning by implementing initiatives that allow team members to study during working hours, ensuring they have access to tools that support their growth and development.
• Technical Proficiency and Code Management: Demonstrate and uphold a high level of technical ability and programming expertise relevant to the role, including a logical approach to fault finding and problem solving. Ensure that your team effectively manages their code in SVN or GitLab, adhering to best practices for branching and tagging. Maintain a comprehensive understanding of all code in customer production environments, enabling team members to quickly debug and replicate issues in local development or UAT environments. Foster a culture of technical proficiency within the team, ensuring access to all relevant code repositories and pathways.

Critical Technical and Behavioural Skills Required:

• MS SQL (High) / POSTGRESQL/ VS C# / ANGULAR/ VB / Scripting
• VISIO (BPMN) / Draw IO (ability to draw and understand complex flows and diagrams)
• PowerPoint Presentation (general presentation skills)
• Documentation (reviewing and drafting processes/procedures)
• Understanding of Microsoft packages – Word, PowerPoint, Excel, Outlook
• Hosting (AWS / SQL High Availability)
• Windows Servers - High, IIS - High
• Cloud Services (AWS basics) - Low
• Leadership skills such as career progression planning of staff
• Risk Management
• Leadership and Mentoring
• Attention to detail
• Analytical and Observant
• Reliable / Trustworthy / Accountable
• Innovative. Inspiring.
• ITIL 4 Concepts and Fundamentals is a Key.