Rene Jupp
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Team Manager, SaaS
Western Cape, South Africa
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work
Full-time jobs
Starting at
USD5.5k/month
Résumé
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Team Manager - SaaSThe Shoprite Group of CompaniesJan 2023 - Current (3 years 10 months)- Lead a team of specialists ensuring high-quality implementation, business readiness, support and configuration of corporate SaaS solutions, including Genesys Cloud, Adobe Sign Enterprise, Siyaringa (Wyzetalk), Connect SMS Platform, SharePoint Sites & Applications, Intranet & Store Portal, and PowerBI Dashboards, ensuring smooth operations and high-quality service delivery.
- Oversee the implementation and training processes for Business users as needed, ensuring effective usage of Applications.
- Develop and maintain strong relationships with clients, addressing their needs and providing tailored solutions to enhance their experience.
- Collaborate with third-party vendors to manage integrations and service delivery, ensuri- Team Lead - Enterprise & ITThe Shoprite Group of CompaniesJun 2019 - Dec 2022 (3 years 7 months)Manage SaaS solutions
- Genesys Cloud
- Siyaringa (Wyzetalk)
- Connect SMS Platform
- Sharepoint Sites
- Shoprite Intranet & Store Portal
-- and more - Team Lead - InnovationThe Shoprite Group of CompaniesAug 2018 - May 2019 (10 months)
- Team Lead - DevelopmentThe Shoprite Group of CompaniesMay 2015 - Apr 2017 (2 years)Responsible for managing the Development Team of Shoprite's Branch systems, ensuring a quality of service to over 1,500 branches in 13 countries. This includes: responding to escalated production incidents, managing a team of 9 people, defining fixes, analyzing problems to define solutions, communicating status to IT Management and to the business, implementing minor enhancements, big changes and managing the software package Vendors to ensure that Shoprite's incidents are appropriately prioritized and resolved. And also managing new IT Development projects from Development, Testing,Training until rollout to stores.
TASKS:
● Manage direct reports (consisting of 9 developers);
● Ensure adequate solutions to incidents esc - Team Lead - Branch & Corporate ServicesThe Shoprite Group of CompaniesMay 2017 - Jul 2018 (1 year 3 months)Systems owner of multiple applications. Manage business requirements/requests & 3rd party vendors.
Responsible for managing multiple systems, ensuring a quality of service to over 2,000 branches & HQ in 13 countries. This includes: responding to escalated production incidents, defining fixes, analyzing problems to define solutions, communicating status to IT Management and to the business, implementing major & minor enhancements/ changes and managing the software package Vendors to ensure that Shoprite's incidents are appropriately prioritized and resolved.
Manage & maintain business relationship with 3rd Party vendors, Stakeholders and Internal Management.
Ensure Business requirements are adhered to, changes /fixes to 3rd - Team Lead / 3rd Line Support ManagerThe Shoprite Group of CompaniesJun 2012 - May 2015 (3 years)Responsible for managing the Support Team of Shoprite's Branch Back-Office systems, ensuring a quality of service to over 1,000 branches in 13 countries. This includes: responding to incidents, managing a team of 9 people, writing specifications and getting scripts written to extract data required to resolve issues, defining fixes, analyzing problems to define solutions, communicating status to IT Management and to the business, implementing minor enhancements and managing the software package
Vendors to ensure that Shoprite's incidents are appropriately prioritized and resolved.
TASKS:
● Manage direct reports (consisting of Product Support Specialists - 2nd & 3rd line support);
● Manage incidents and ensure a resp - SQA ManagerSpinnaker softwareApr 2010 - Jun 2012 (2 years 3 months)Responsible for the quality of work delivered in SDC. Manage 19 Technicians and assist in queries when required. Writing , maintaining and enforcing company policies relating to the SDC. Ensure that there is enough staff for all shifts, to cover all calls received and discipline staff when required . Manage and maintain Client database – ensuring that latest information is at hand at all times. Oversee software upgrades scheduled in clients’ stores. Evaluate staff performance and do individual performance assessments every 6 months as well as a monthly incentive based assessment on each team member. Ensure staff members are adequately trained and give adhoc training when required. I created a SQL test for HR so that the skill level of new
- SSDC CoordinatorSpinnaker softwareJul 2009 - Mar 2010 (9 months)Schedule upgrades of Arch Retail Software in stores[Corporate (OKFD, Masscash, Friendly Group etc) and Independent] as soon as a version has been released by the Quality & Assurance Department. Discuss changes in new versions with clients prior to the upgrade and send documentation with changes to allow client to refer to it if required and also arrange training onsite if required. Deal directly with Corporate store Ensure corporate store upgrades are arranged with appropriate HQ and that trained staff are scheduled to perform the required work. Sign off on software upgrades that have been performed and monitor all overtime payments scheduled. Arrange quotations and invoicing for work done by SDC. Monitor SDC Technicians’ work on a daily b
- SDevelopment AdministratorSpinnaker softwareAug 2007 - Jun 2009 (1 year 11 months)Organise logistics for implementations involving the Development Department and various other rollouts. (Travel arrangements, Accommodation, S&T). Keep a schedule of installations requiring data conversions and schedule staff accordingly. Upkeep of consultation time sheets and travel records for invoicing purposes and ensure that the Financial Department receives necessary information. Compile weekly and daily stats and reports as required. Monitor tasks and completion of tasks by team members. Log identified software bugs as well as new development requests. Co-ordinate software upgrades with Support Manager when required. Notify Support and Special Projects of compilation of new version when necessary. Manage CEO & Project Manager’s diari
- SService Delivery Centre Technician / AdministratorSpinnaker softwareJan 2006 - Jul 2007 (1 year 7 months)Log all support calls on the helpdesk system. Assign calls to support technicians who are most capable of handling the problem at hand. Assist technicians with any queries they might have. Follow up on calls to ensure that they are completed to satisfaction. Provide weekly reports to the EXCO, Initiated call logging system to organize support call centre before call logging software was implemented, created software manuals that are distributed to all clients, assist clients with any problems they are experiencing regarding the Arch Retail Software, use SQL Query Analyser to fix any errors that occur in the database, work after hours from home performing store software version upgrades, occasionally assist in the training of staff in shops
- CSnr Web DesignerCape Web DesignJan 2002 - Dec 2005 (4 years)I represented the company at business network breakfasts, deal directly with the clients on the telephone and in person, created new websites as well as redesigning older sites, perform search engine management on all websites created by the company, dealt directly with ISP’s, work alongside web developers to create dynamic websites in addition to creating static sites myself and I was on call for any problems that may occur, regarding websites, hosting, domain registration, mailbox setups, etc…
- InterrnWeb FactoryJan 2001
Education
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- Basic Principles of Financial Statement Analysis and InterpretationUNISAJan 2009
- Marketing Management DiplomaCape Peninsula University of TechnologyJan 2005 - Nov 2005 (11 months)
- NMastering Information Technology, Information TechnologyNetscopeJan 2001
- JHigh School DiplomaJan van Riebeeck HighJan 1996 - Jan 2000 (4 years 1 month)