Summary:

The System Admin Team Lead (TL) is an important member of the Operational Support Dept. supporting data management, governance, process improvements, and problem resolution across multiple systems for MCC Label group of companies globally. You will work with the Operational Support (OS) Manager to ensure excellent customer service is provided to OpCos and SLA is met. You will ensure compliance and changes are made according to company policies and procedures. You will play a big part in driving and supporting end-to-end process improvements. You will be a pioneer in this unit with the opportunity to grow your career and gain international exposure in an expanding shared services centre.

Responsibilities:

• Provides leadership for daily support and ongoing operation of the systems across global sites
• Monitors the data maintenance function and manage analysts
• Conducts weekly 1-to-1 sessions (15-30 minutes) with the analysts
• Coaches team members on setup, standards and process changes
• Monitors ServiceNow ticket resolution success and ticket prioritization
• Monitors projects are completed within the timeframe
• Assists to improve validation and quality checks
• Update the user guides as necessary.
• Provides input and recommendations for training improvements
• Collaborate with IT experts to ensure Datamatics, SAP Security, Pagero, Medius and other new systems are managed well
• Be prepared to participate in outside of normal work hours conference calls with other regions to resolve issues, if necessary
• Be the first level of escalation to trouble shoot data issues
• Assists OS Manager on monthly internal audit
• Other duties assigned by the OS Manager.

General

• The TL will manage a small team of analysts.
• Be a good communicator to talk with multiple stakeholders.
• Comfortable sharing knowledge and training people.
• Meet SLA of 24 hours at best attempt. Maximum 48 hours.
• Be the second level of escalation to trouble shoot data issues within Datamatics, SAP Security, Pagero, Medius and other new systems.
• Assist the OS Manager on documentation of processes.
• Be prepared to participate in out-of-normal work hours conference calls with other regions to resolve issues, if necessary.
• Other system admin duties assigned by the OS Manager.

Requirements:

• A mature and structured thinker with at least five (5) years of proven ability to build and sustain a high-performing team which surpasses expectations
• Excellent oral and written communication skills in English
• Minimum a Bachelor's Degree in Computer Science/IT/Computer Engineering. A Master’s degree is an advantage.
• Detail oriented, organised and able to multi-task
• Self-motivated and ability to work independently
• Effective and confident decision making and creative problem-solving skills, especially under time constraint
• Must have the desire and ability to work in a fast-paced environment with minimal supervision
• Be diplomatic and maintain a high level of confidentiality
• Be a team player
• Possess a strong learning aptitude, curiosity, and initiative
• Experienced working in a shared services environment is an advantage