Squad Leader

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 business outcomes than any single point solution, essentially building systems that make fixed and mobile telecoms services work for the consumer and enterprise markets.

The Technical Resolution Management Squad Leader is responsible for support, testing, quality assurance and problem resolution of a range of the Customer's fixed managed & broadband products and any other product that the business may assign to the Lead.

• Working in a business operational support environment, checking for quality and accuracy and developing planning, feedback and reporting artefacts aligned to the provisioning life cycle.
• This role will collaborate with business constituents, project teams and Information Technology systems support, and other support team members as needed to fulfill the responsibilities.
• The Technical Resolution Management Squad Leader will be required to work with support teams to ensure that all customer request criteria is fulfilled.
• Typically working within a provisioning and support team but sometimes required to take sole responsibility for all aspects of provisioning and support.
• The nature of this work generally demands a reasonable level of proficiency in the provisioning aspects of telecommunications products and services, as the role may involve gathering and verification of requirements, generation of provisioning plans and feedback to both the PMO and customer in accordance with agreed key performance indicators (KPIs), operational level agreements (OLA s) and Service level agreements (SLA s).
• The ability to maintain rigorous compliance with project deliverables and industry standards is imperative.
• To carry out provisioning, support or other tasks as agreed with the Technical Resolution Management Tribe Leader.
• To undertake all Technical Resolution Management support related activities in support of service request (SR) resolution.
• To undertake quality assurance (QA) and control checks during support activities to ensure solution provided is compliant with standards and guidelines.
• Ensure customer CSOC support solution modifications are fully regression tested prior to closure of service request.
• Do customer requirement and / or problem verification and prioritization.
• Translate customer requirements and specifications into actionable steps.
• Manage SR resolution time and escalations with feedback in accordance with relevant OLA and SLA.
• Monitor task execution and ensure results are recorded and feedback provided.
• Prepare and maintain relevant documentation, including activity schedules, narrative and written reports, and visual progress charts.
• Liaise with and assist relevant support teams with planning, provisioning and testing activities, problem resolution and root cause analysis.
• Analyze daily service request reports and ensure appropriate action is implemented to manage provisioning and SR resolution according to SLA s.
• Identify and define new process improvement opportunities.
• Meeting with stakeholders and users to understand the scope of service requests.
• Working with support teams (local and regional).
• Identifying customer requirements.
• Provisioning project planning.
• Monitoring activity progress.
• Perform provisioning.
• Perform problem and issue management i.e. service request (SR) resolution and escalation.
• Writing and executing provisioning plans and reports.
• Writing root cause analyses reports.
• Demand and resource planning.
• Reviewing documentation.
• Quality assurance.
• Providing objective feedback to support teams and line management.
• Analyze and understand daily service request reports for appropriate action.
• Execute customer requests within the agreed timeframes and internal quality standards.
• Ensure accurate completion of customer requests and followup to ensure queries are resolved timeously, as per service level agreement.
• Provide effective, efficient and professional service to all our customers (internal and external), both telephonically and through written correspondence.
• Ensure customer service level agreements are met and exceeded.
• Consistent achievement of agreed productivity as per performance contract.
• Display a customer centric attitude.

• Oversee, validate and ensure delivery of Technical Resolution Management Support work activities of self and team in alignment with documented processes, policies and procedures.
• Oversee, validate and ensure, maint