Fibre Escalations Operations Specialist

2 weeks ago


Midrand, Gauteng, South Africa Vodafone Full time

Role purpose:


The Fibre escalations Operations specialist will conduct & action root cause analysis and manage trends by implementing process improvements throughout the business.

The individual will monitor the day to day SR performance to achieve goals that contribute to the growth of the department.

The operations specialist will be responsible to provide guidance and training to inspire the team to perform at their optimum.


Your responsibilities will include:

The Operations Specialist will be accountable for the Daily SR Management of Fibre customer escalations and address non-compliance within the Escalations Team
Conduct weekly operational meetings with network operators to identify and resolve any challenges in service delivery and ensure standards are adhered to with regards to customer experience
Initiate and Execute Special Investigation Projects identified from root cause analysis reports and trends.
Perform 2nd level escalation to Network providers to assist to fast track escalations
The Operations specialist will monitor and report on daily network operator outages to Manager and EhoD: Service Delivery and communicate to the escalation team

Provide insights and information related to Root causes and/or special projects to enable the escalation team to achieve a quicker turnaround time on escalated queries.

Unblock any bottlenecks experienced by the team with the resolution of escalation
Initiate Root Cause Analysis projects

Matric, min 5 years' experience and
Relevant Technical Qualification (e.g. engineering) - Degree/Diploma/T3/S4/N6 National Diploma (Desirable)

OR
Matric plus min 5 years relevant experience in a customer management/service delivery role with Fibre/Fixed Telecoms (essential) and
A minimum of 3-5yrs telecommunications experience (essential)

OR
Matric plus min 5 years relevant experience and Relevant courses completed

Core competencies, knowledge and experience:

Excellent Business Writing and Communication Skills
Confidence and skillful negotiating skills
Customer Service Experience
Escalation management
Problem & identification management
Strong organizational skills
Problem solving
Time management
Strong People Skills and Experience

System knowledge:

Siebel

MSPI
Axess

CPS
MS Office (Excel/Word/PPT)

(Min Experience: 3 years with a technical qualification and 5 years with relevant courses)

Closing date for Applications
:08 August 2023.
The base location for this role is,
Vodacom Midrand Campus.
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Fibre escalations Operations specialist will conduct & action root cause analysis and manage trends by implementing process improvements throughout the business. The individual will monitor the day to day SR performance to achieve goals that contribute to the growth of the department. The operations specialist will be responsible to provide...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Escalations Functional specialist will be accountable for drafting, interpreting and analysing management information and statistical reports related to escalations. The individual will be responsible to propose action plans whilst maintaining relationships with key stakeholders in accordance with support area dependencies.Your...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Escalations Functional specialist will be accountable for drafting, interpreting and analysing management information and statistical reports related to escalations. The individual will be responsible to propose action plans whilst maintaining relationships with key stakeholders in accordance with support area dependencies.Your...


  • Midrand, Gauteng, South Africa Liquid Tech (Pty) Ltd. Full time

    Role PurposeTo execute maintenance, repairs and fault finding on the LTSA managed fibre networks to ensure continuous service and network uptime in line with customer Service Level Agreements.Role DescriptionMaintenance and management of the Liquid SA fibre assets: All fibre routes in allocated maintenance area. Customer fibre maintenance (FSN and TFR fibre...

  • Operator: Fibre Lab

    2 weeks ago


    Midrand, Gauteng, South Africa Mustek Full time

    Purpose:To be involved and action activities associated with the production process involving fibre. These activities entail derailing, stripping, crimping, curing, etc., until the process is completed. Providing administrative support to the fibre lab in terms of helping to ensure targeted production numbers, quality control, staff management and...


  • Midrand, Gauteng, South Africa AdaptIT Full time

    Listing reference: adapt_000134Listing status: Online-Position summaryIndustry:IT & Internet- Job category:Hospitality, Hotel, Catering, Tourism and TravelLocation:Midrand- Contract:PermanentEE position:NoAbout our company A provider of leading specialised software and digitallyled business solutions that assist clients across targeted...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Senior Specialist: FTTX Business Systems Integration is responsible for designing and leading the implementation of solutions and capabilities that ensure the strategic expansion of the FTTX department.The role will be primarily focused on driving development and implementation of cross functional processes and systems within Fibre to the...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The supervisorFTTX: Service delivery has the primary task of ensuring Fibre orders are placed, installed and activated as quickly and seamlessly as possible. The supervisor needs to manage their assigned team as well as suppliers and technicians in the fieldYour responsibilities will include:The supervisor will be accountable for the Delivery of...


  • Midrand, Gauteng, South Africa Vodafone Full time

    :When it comes to creating a place where everyone is welcome, we're number 1.The number 1 Top Employer in South Africa.Certified by the Top Employer Institute 2024.Role Purpose/Business Unit:To provide High Level technical support to (Energy Project Team, Managed Services, and Contractors), Dimensioning of Site Power requirements and Testing of new products...

  • Storage Specialist

    2 weeks ago


    Midrand, Gauteng, South Africa Jurumani Solutions Full time

    Jurumani offers an environment where creativity and the practice of building things is believed to be fundamentally useful to both the Client and Jurumani Solutions. Providing opportunity to focus on making products and business operating capabilities work, which means we often are more concerned with how systems align, orchestrate and integrate to achieve...


  • Midrand, Gauteng, South Africa JorDan Human Resources Full time

    Permanent JHB00804 IT Gauteng, Midrand- (Market related, Negotiable) VIRTUAL DEVICE VDI OPERATION SPECIALIST (ADVANCED) Our client requires the services of a VDI Operation Specialist (Advanced) Midrand/Menlyn/Rosslyn/Home Office RotationOne of the biggest IT companies in South African is looking for a Virtual Device (VDI) Operations Specialist to join their...


  • Midrand, Gauteng, South Africa Sabenza IT Full time

    PostgreSQL Operations Specialist DBA (SQL), Database Administrator - ITMenlyn - Gauteng - South Africa, Midrand - Gauteng - South AfricaGet your career into gear Our clients in the Automotive space are looking for a PostgreSQL Operations Specialist to fuel their team Drift your way across the world and experience a great Hybrid position that comes with the...


  • Midrand, Gauteng, South Africa Adcorp Holdings Full time

    SynopsisTake ownership of all queries escalated from 1st line support including reconciliation and settlement queries as it pertains to VodaPay account users. Queries will range from general investigations pertaining to transactions performed within the VodaPay app up to and including investigating account balances and funds transferred into and out of the...


  • Midrand, Gauteng, South Africa Vodafone Full time

    :When it comes to putting people first, we're number 1.The number 1 Top Employer in South Africa.Certified by the Top Employer Institute 2024.Role Purpose/Business Unit: Do you have a vision for how technology can empower businesses and individuals alike? If so, we have an exciting opportunity for you In this role you will be part of a team that will shape...

  • Fttb Project Leader

    2 weeks ago


    Midrand, Gauteng, South Africa Jurumani Solutions Full time

    Jurumani Solutions is an IT professional services (consulting & outsourcing) and solutions provider, operating through the Jurumani Solutions and Tangent Solutions brands.Through the Jurumani Solutions brand, the company focuses mainly on the telecommunications space, wherein it provides consulting and outsourcing services, and through Intelligent Automation...

  • Senior Specialist

    2 weeks ago


    Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:Responsible for the providing of technical expertise for all transmission networks across Vodacom South Africa regions including, transmission planning, optimization and performance management. Provide expert-level expertise within the transmission network domain specifically focusing on network design, network upgrades and support of the...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:Development of strategic priorities and business development opportunities for Vodacom Group.Your responsibilities will include:Evaluate merger and acquisition opportunities.**Responsible for the assessment of potential mergers and acquisitions, including, performing quantitative and qualitative analysis.Develop M&A proposals.**Assist with the...


  • Midrand, Gauteng, South Africa Dante Personnel Full time

    Gauteng, Midrand R R22 000Our Client in the Telecommunications and Fibre Industry is seeking an Internal Account Manager to be Based in MidrandMinimum requirements: Must have matric 35 years internal sales experience CRM or other software experience Intermediate Microsoft Excel experience Intermediate Costing experience Tender compilingDuties: Ensure that...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role Purpose:Assure preventative and reactive maintenance services performance and quality delivery in the network field operations.The individual will be accountable to instil operating cadence that promotes adequate governance structures, controls, and measures for KPI's and SLAs in the Field Force Operations (FFO). The individual will need to support and...

  • Problem Specialist

    2 weeks ago


    Midrand, Gauteng, South Africa Nexio Full time

    Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa's transformation agenda, we are at the forefront of digital...