POSITION DETAILS ORGANOGRAM. Learning Technologies Co-ordinator (Senior Lect) Learning Environments Developer (PC10) (PC11)

Transcription

1 HR191 JOB DESCRIPTION NOTES Forms must be downloaded from the UCT website: This form serves as a template for the writing of job descriptions. A copy of this form should be kept on file in your office. For re-evaluations, this form must be sent to your relevant HR Advisor/Officer POSITION DETAILS Position Title (current title) Technologies Operations Manager Status of Post (tick) New Post Re-evaluation Job Grade (current grade) PC11 Faculty (if applicable) CHED Department Centre for Innovation in and Teaching Section (if applicable) Technologies Date of Compilation Updated 31 Oct 2017 FOR OFFICE USE Job Title Technologies Operations Manager Date of Grading 29 Jan 2010 Grading Result PC 11 ORGANOGRAM HoD: CILT (A/Prof) Technologies Co-ordinator (Senior Lect) Environments Developer (PC10) Environments Developer (PC10) Technologies Operations Manager (PC11) Technologies Consultant (PC9) Technologies Consultant (PC9) Senior LT Consultant (PC10) PURPOSE The main purpose of this position is to manage the effective delivery, maintenance and support of production software and services provided to the UCT community by the Technologies team in CILT. 5 August 2009 Page 1 of 5 HR191

2 JOB CONTENT Key Performance Areas (4 6) 1) Manage application deployment, availability, performance, maintenance and upgrades % of time spent Activities / Objectives / Tasks Results / Outcomes Competencies 25 Manage application lifecycle for supported systems from evaluation through to deployment, bugfixes, performance, maintenance, upgrades and end-of-life. Ensure high application availability Manage application changes and upgrades Incident handling (e.g. security and integrity issues) Bugfixes Evaluate new tools, features and code changes (e.g. through usability testing) Deployment of production-ready code and features Manage application performance Respond to changes in the Teaching and environment at UCT in an agile, flexible and supportive way Liaise with the vendors of integrated and 3 rd party applications (including Clickatell, Turnitin, ProctorU, and content publishers) in support of the delivery of services to UCT Heavily-used core university systems (in particular Vula and Opencast) are highly reliable and available. Applications are managed in a responsive and agile way. Risk to the university and endusers is responsibly managed and minimized. Application functionality is closely aligned with the needs of end-users in support of the university s core missions (prioritizing teaching and learning). Exceptional attention to detail. Ability to design, execute and manage compliance with software lifecycle processes. 2) Manage application support and training (service levels and staff) Liaise with LT Developers, LT Co-ordinator and other internal roleplayers (including ICTS) to achieve the above outcomes. 25 Ensure excellent levels of customer service Resolve escalated customer complaints and queries (including providing forensic analysis of student activity) Measure, report on and meet service level key performance indicators for the team Manage the productivity and quality of work done in the team on a daily basis Develop, maintain and enforce standards, procedures and policies Application support is timeous, consistent, effective and highquality. Users feel well-supported. Support consultants are managed effectively and are happy and productive. Process management Inter-personal People management 5 August 2009 Page 2 of 5 HR191

3 Clearly define roles and responsibilities within the team Plan and prioritise the team's work; schedule staff to meet service commitments and provide developmental opportunities Analyze data and recommend initiatives to improve the quality, efficiency and cost-effectiveness of the team s services Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements 3) End-user support and training Manage support staff (2 x PC9, 1 x PC10) and any assigned interns or student assistants: Participate in recruiting, selecting and orienting new staff Set clear goals and assess staff performance Agree development plans with staff members to meet the needs of the department and staff aspirations Coach and mentor staff, providing them with continuous feedback Address staff motivation and incentivisation issues Multi-skill staff to minimize reliance on individuals Sustain a team culture which encourages others to provide the quality of service essential to high performance Consistently develop and sustain cooperative working relationships within and beyond the team Manage training activities: workshops, presentations, oneto-one Manage support resources (print and online materials) 15 Conduct one-to-one and group training sessions 1 st and 2 nd -level support (telephonic, , walk-in) Support the Curriculum Development and Staff Development Teams in communicating the reliability and functionality of educational technologies to the UCT community. Application support is timeous, consistent, effective and highquality. Users feel well-supported. Ability to train groups of people Interpersonal Empathy 5 August 2009 Page 3 of 5 HR191

4 Effective support and training behaviour is modelled for other support staff. 4) Engage with open source communities 5) Manage applicationrelated communication, feedback and surveys 15 Ensure functional needs are represented appropriately (issues created with appropriate description) Ensure bugs are reported and followed through to resolution Ensure UCT developments are contributed wherever possible Participate actively in open source communities, attend and present at conferences 10 Manage communication with users (re downtime, scheduled maintenance, new features and ugprades, etc.) Manage delivery of annual user surveys and other methods of gathering staff and student feedback UCT maximizes the value it gains from core and peripheral work in open source communities related to the supported applications. UCT contributes to relevant open source communities, maximizing the value of UCT s work for others, and eliminating where possible long-term costs for UCT of maintaining local changes to software. Users are well informed about all aspects of application availability, features and support and training resources. Attention to detail Good communication Ability to engage constructively with large, distributed, multi-cultural communities around common development and design interests Written communication Quantitative and qualitative analysis 6) Other management and liaison duties 10 Liaise with ICTS and others re provision of services Representation on ICTUG and CHED Equipment Committee Be the holder the Team's procurement card (manage the purchases of software licences, travel, accommodation, conferences, books etc. and the monthly reconciliation thereof) Acting Technologies team leader when LT Coordinator is unavailable / on leave / on sabbatical CILT gathers helpful feedback which informs future service delivery and application development. Management continuity CILT interests are appropriately represented and outcomes attained Effective oversight and procurement of hardware for CHED Inter-personal Management Negotiation and lateral leadership 5 August 2009 Page 4 of 5 HR191

5 Minimum Qualifications MINIMUM REQUIREMENTS Postgraduate degree (Hons or higher), or 3-year undergraduate degree plus relevant industry qualifications / certification (e.g. ITIL) Minimum Experience Required: 6 years relevant experience (of which at least 3 should be in managing application support and/or supporting the delivery of blended learning through online environments in a higher education environment) Experience in supporting enterprise-scale open source applications and engaging with open source communities and development processes Compiled by AUTHORITY PRINT NAME SIGNATURE CONTACT NO. DATE Approved by Reviewed by 5 August 2009 Page 3 of 5 HR191