Digital Operations Specialist

2 weeks ago


Johannesburg, Gauteng, South Africa Optimal Growth Technologies Full time

The Specialist:
Digital Operations will report into the

Portfolio Manager:

Digital Operations, the individual will be responsible to ensure Digital Channels are functional and customers are able to self-serve by investigating customer queries and technical faults, and driving effective incident resolution and customer service.

Identify gaps between IT and Business and fill the gaps by bringing in new solutions and new workflows through continuous improvement opportunities.


Key Responsibilities will include (but not limited to):
Service and Escalation Management for Digital CBU, VB & APP Channels

  • To escalate any faults in line with severity to the relevant departments, stability forums and ensure continuous followup until fault has been resolved.
  • Ensure adherence in line with agreed Service Level management with the various support stakeholders
  • To continuously review the Service Management process, deliverables and SLAs with stakeholders
  • Own resolution of online incidents/bugs with relevant resolver groups including, but not limited to, IT Operations and IT Development.
  • Driving reduction in Net Promotor Score detractors through effective incident management principles via established prioritisation methods e.g. Agile PM/Scrum
  • Providing a first line support role for online SLT/CBU/VB/App and CEO escalations in the online space with an emphasis on continuing enablement of Self-Service and E-Commerce
  • Using a variety of technical tools to enable First Call Resolution (FCR) in the online space Informix SQL, Postman, SoapUI, Elasticsearch, Oracle SQL
  • Identify enhancement opportunities for preexisting RPA, as well as new RPA opportunities.
  • Maintain and update RPA selfservice guides, and provide insightful reporting on RPA performance

Monitoring, Reporting and Analytics:

  • Deliver the necessary reporting to support operational management on a monthly, weekly and ad hoc basis
  • Ensure that all IT Business partners continuously monitor and resolve all monitoring alerts and exceptions within agreed SLAs
  • Drive proactive Identification and remedy of User/Customer experience issues within the Vodacom digital space using analytical tools
  • Adobe Omniture/ Qliksense Reports/ Service Request Management (SRM) reports
  • Calculate financial and NPS (Net Promoter Score) declines due to technical issues

Driving Continuous Improvement across CBU and VB Digital Platforms

  • Identify key process gaps on the CBU/VB Digital platforms as well as call centres and CEOs Office.
  • Identify top service call drivers and draft suggested solutions
  • Identify possible revenue streams through customer interactions


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