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Database Support Manager job description

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Job Summary

 

To Manage, supervise and provide leadership for team that designs, maintains and repairs the organisation database.

 

   

 

Main responsibilities-Database Support Manager job description

Oversee the distribution and completion of work on a day-to-day basis whilst ensuring mid and long term resource commitments are scheduled and met on time

 

To be the support process owner for technology and systems under their control. To be accountable for delivery of new support processes and review of existing.

 

To take the lead for the support organisation on enterprise wide projects, co-ordinating action across multiple support teams when necessary to ensure delivery.

 

To be responsible for vendor relationship management for support issues.

 

 

 

 

Responsible for the production of development plans for direct reports and ensure that performance management is conducted effectively within their team.

 

aintain and drive high focus on our customers, results and building on success.

 

Constantly review, develop, document and implement any changes to work methods to ensure continuous improvement.

 

 

* KEY RESULT AREAS

Database Support Manager job description

 

Develop  and maintain effective relationships with vendors to ensure the provision of specific technical skills required to fix complex or severe incidents/problems. Ensure Vendors meet contractual commitments and SLAs for service by taking responsibility for their support performance.

 

 

Actively reviewing vendors performance for support , agreeing on action to ensure consistent delivery of service to agreed standards.

 

Take accountability for overall team performance against KPIs, financial run rates and process metrics. ensuring stretch targets are met , planning action to proactively improve teams performance.

 

Oversee the management and execution of major project deliveries to ensure the smooth transition into the live environment and all support requirements are met.

 

Develop and maintain effective relationships with all customers of the support organisation, ensuring their business drivers and needs are fully understood, always striving to exceed their expectations whilst delivering an agreed and understood level of service

 

To be the process owner for all support activity under their remit Take an active role as champion of the new processes to all customers ensuring adherence to the processes.Constantly review existing working methods and performance, develop, document and implement any improvements, to ensure consistent working practices.  Ensure all new technology and services are delivered with appropriate processes and that the technical leads on projects have completed all support documentation.

 

Take an active role to ensure adherence to new processes and ensure all staff in the team are aware of their responsibilities

 

Specify detailed targets for individuals, in line with high level cascaded targets and objectives.

 

 

 

 

 

 

 

 

 

 

 

Be responsible for appraising staff against objectives through the year and completing the company performance management process with all team members.

 

Be responsible for managing any performance issues.

 

Respond to requests and actions from Problem Management and work together to remove root causes of Incidents.

 

Database Support Manager job description

 

Provide leadership by giving clear guidance and direction by:

 

- Demonstrating accountability

- Inspiring others to achieve goals through personal enthusiasm and commitment

- Supporting the technical vision through positive, constructive behavior      

- Setting clear achievable goals and managing performance against these goals

- Communicating clear, concise and consistent messages

- Leveraging the team to get results beyond targets

Demonstrate people management capabilities through:

- Developing skills and competencies in others

- Providing strong team orientation ensuring empowerment, support, relationship management, information and power sharing

 

Database Support Manager job description

 

Undertaking appraisals and agreeing development plans for direct reports,  coaching and supporting them to achieve development objectives and enable their staff to do the same

 

Manage conflict within areas under direct control and across other relevant areas of the business, maintaining a balance that supports both own and the business’ long-term objectives

 

Take accountability for delivery targets, scheduling work on a day to day basis to ensure all  daily activity targets to be  met, Whilst  ensuring necessary resources are allocated to meet longer term  objectives.

 

Be responsible for undertaking checks on the work completed by the team, ensuring outputs are of the required standard, and that activities are coordinated with other teams.  

 

Manage all activities within the Support team in accordance with Health and Safety law.

 

 

Knowledge Skills and Abilities

Database Support Manager job description

Essential to the job:

 

- Demonstrates resilience managing a wide variety of issues

- Proven ability in effective management of a team

- Displays strong planning and time management skills

- Proven technical knowledge

- Demonstrates the ability to make and take responsibility for sound  decisions

- Possess knowledge of the business operational and financial planning activities and processes

- Communicates effectively, both orally and in writing, with subordinates, colleagues, clients and customers at all levels

- Demonstrates strong coaching skills and demonstrates the ability to conduct an effective staff performance appraisal process

 

The interface into Service Management for the supported systems and owner of any Service Improvements or Audit actions, ensuring actions are met within time-scales with expected results delivered.

 

 

The key interface from the support organisation to customers and end users of the products, services and systems supported, Liasing with other areas of business at all levels to ensure support meets their needs and is optimised.

Database Support Manager job description

 

The owner of issues escalated from Service Control ensuring correct resource is applied via team leaders and vendors utilised and managed where appropriate to resolve issues within SLA.