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Exchange Technical Lead - SME

Western Cape Market Related
Sector: IT / Computers / Software
Posted: Thursday, 5 May 2022

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Job Details


A leading UK technology and managed services provider is looking for an Exchange Technical Lead (SME) to focus on the services delivered into International Managed Services. The areas of expertise for this role are not limited to Exchange, it requires a broad understanding of the impact of other technologies on an Exchange environment.


This role will report into the Enterprise Technical Lead, Digital Infrastructure



·         Supporting customer requirements whilst protecting service delivery.

·         Supporting customer requirements whilst complying with ISO/IEC 27001 standards.

·         Leading innovation in a way that delights the customer.

·         Role modelling and championing genuine collaboration across all teams.

·         Applying scrutiny to and identifying risks for proposed technical activities.

·         Bringing proactivity, rigour and discipline to operational activities.

·         Building productive relationships between Delivery Leadership, Service Management and Digital Infrastructure teams, including Customer Operational Architecture.

·         Feeding into and delivering on Enterprise Technical Lead priorities.


Main Duties/Responsibilities

·         Be part of technical delivery into the company, the Customer and Service Management.

·         Lead technical conversations with Delivery Leadership and the Customer.

·         Create a joined up and proactive support structure across the end-to-end customer environment including interfaces outside of the company.

·         Work with Capacity Management to ensure that capacity and workload demands are appropriately managed.

·         Ensure the correct governance and appropriate technical scrutiny is applied to all proposed changes to and potentially impacting the Managed Service infrastructure.

·         Ensure that for the Managed Service infrastructure supportability is always maintained and stability is always prioritised.

·         Technical Leadership on complex Major Incidents.

·         Be part of the delivery of technical improvements learnt from Major Incidents, Projects and recommendations from BAU.

·         Support the delivery of major technical improvement initiatives in a timely manner, working with other parties to aid delivery.

·         Actively support continuous improvement.

·         Actively develop the technical teams by sharing information, knowledge, skills, customer insight and by inputting into training and development plans.

·         Highlight issues, vulnerabilities and any gaps, and where relevant, feed into technical risks on the account.

·         Ensure the ongoing drive for the delivery of a proactive service and for automation.


Problem Resolution

·         Provides guidance and advice on problem resolution approach to technical analysts in the team.  Proactively identifies process and team areas that require improvement and facilitates resolution. Ensures that documentation is relevant to effective resolution of problems



·         Encourages and oversees team focus on process improvement.

·         Establish new processes and promote acceptance and manages the changes.


Technical Input

·         Provides technical guidance and knowledge based on more complex issues across a wide range of technologies. Provides balanced technical and commercial input to develop effective solutions.

·         Draft technical designs or assists others drafting quality technical designs



·         Leads and coordinates minor projects. Performs service transition and due diligence.

·         Customer Interaction

·         Lead or representative role in customer group discussions


Decision Making

·         Make tactical technical decisions and feed into strategic technical decisions.





Preferred Experience

  • Broad technical experience across workplace, network, data centre and cloud technologies.
  • Very good understanding of technical delivery via a managed service.
  • Experience of leading technical projects.
  • Experience of working in large IT operations across multiple technologies.
  • Excellent communication skills, with the ability to converse with people at all levels within an organisation.


Essential Knowledge/Skills

8+ years’ experience in the following areas:

  • Implementing and supporting Microsoft Exchange 2013 or higher (Exchange 2016 preferred)
  • Implementing and supporting MS Office 365/Exchange Online
  • Implementing and supporting Symantec Enterprise Vault
  • Advanced working knowledge of email security and hygiene products like Symantec Mail Security for Exchange, Mimecast, and Cisco IronPort
  • Good documentation skills
  • ITSM toolsets (Remedy)
  • Advanced proficiency in PowerShell


Desirable Knowledge/Skills

  • Ability to manage stakeholders at all levels, across customers, third parties and the company.
  • Ability to work across multiple technologies, with a level of understanding to translate between deep technical discussions and overviews to non-technical stakeholders.
  • Ability to inspire and encourage the internal teams to improve and develop a more proactive delivery.
  • Ability to present to internal and external audiences.
  • Ability to direct virtual teams.


Essential Qualifications

  • Microsoft Certifications in current Microsoft Exchange and Microsoft 365 technologies Desirable Qualifications


Behavioural Characteristics or Competencies

  • Highly motivated, disciplined and ambitious
  • Ability to work independently and as part of a team
  • Ability to perform well under pressure
  • Ability to learn quickly and mentor junior colleagues
  • Excellent communication and presentation skills
  • Strong customer service and awareness skills
  • Attention to detail, good organisational and technical documentation skills, a self-starter used to working in a multi-skilled team environment to meet challenging and time related targets and service measurements
  • Demonstrable troubleshooting processes and problem-solving skills, comfortable working in different and sometimes challenging situations
  • Excellent planning and organizational skills with an ability to understand the long-term ("big picture")


Professional / Cognitive skills

  • Strong written and oral communication in English is a must. Strong presentation skills are considered an asset
  • Strong and proven troubleshooting ability in a large scale, fast-paced operations environment
  • Demonstrated ability to work independently and manage time to support multiple high-priority objectives simultaneously
  • Ability to make timely and sound decisions under conditions of uncertainty and / or stress
  • Ability to design solutions and develop plans that are appropriately comprehensive, realistic, and effective in meeting the stated goals of both the company and its customer base
  • Ability to manage client and management expectations, keeping all stakeholders informed about projects and / or incidents
  • Ability to adjust plans to respond to changing business priorities


People Skills

  • Ability to work collaboratively within a team sharing ideas and gaining consensus on a proper solution
  • Effective and personable communication with customers and vendors to achieve desired results
  • Ability and desire to mentor teammates on areas of expertise, helping raise the collective knowledge of the team
  • Desire and drive to attain results and closure on issues even if faced with resistance & reluctance
  • Reliability and commitment to getting the job done (including after hours as required)


Working Hours

  • Cover core ZA hours 8am – 5pm – this would however require some flexibility with UK hours. There is a need to sometimes attend meetings, liaise with teams and the customer within UK hours and at other times take the opportunity to be ahead of the curve by the time the UK comes online. Being a senior role, there would be an expectation of ensuring you are able to balance both these needs. This can be fully discussed, agreed with clear expectations set with your Enterprise Technical Lead, line manager.