Shift Squad Leader

3 weeks ago

Johannesburg, Gauteng, South Africa Nexio Full time
Job title : Shift Squad LeaderJob Location : Gauteng, JohannesburgDeadline : March 27, 2025Quick Recommended Links
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PRIMARY DUTIES AND RESPONSBILITIES- JOB SPECIFIC REQUIREMENTS

  • Rigorous planning and execution of support activities with feedback according to documented OLA s and SLAs.
  • Do customer requirement and/or late 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.
  • Take responsibility for: time management; reporting and monitoring; risk management; issue management; QA and change management.
  • Continually update skills by learning new technologies and techniques relevant to the role.
  • Participate in continuous improvement.
  • Analyze daily service request reports and ensure appropriate action is implemented to manage provisioning and SR resolution according to SLA s
  • Working with support teams (local and regional)
  • Demand and resource planning
  • Reviewing and maintaining relevant documentation such as SOP's, processes and best practices. From time-to-time new SOP's, processes and best practices will need to be implemented.
  • Identify and define new process improvement opportunities.
  • Quality assurance in all aspects of the role.
  • Providing objective feedback to support teams and line management.
  • Problem solving
  • Working on multiple escalations simultaneously.
  • Document analysis and communicating findings to technical and non-technical colleagues
  • 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 follow-up 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. Customer centricity is key.
  • Ensure customer service level agreements are met and exceeded.
  • Consistent achievement of agreed productivity as per performance contract
  • Ensure that you receive an accurate handover from the previous Shift Escalation Manager and the CSOC Shift Checklist has been accurately completed.
  • Be available for escalations within the CSOC, both from customers and internal, and drive them to completion.
  • Determine the root cause and drive it to resolution through use of various resources.
  • Follow the escalation Matrix of the department to ensure urgent resolution.
  •  Manage Major Incidents or Multiple Service Affecting faults.

Leadership

  • Oversee, validate and ensure delivery of CSOC Support work activities of self and team in alignment with documented processes, policies and procedures
  • Oversee, validate and ensure, maintain and enhance effectiveness and efficiency of team
  • Oversee, validate and ensure the implementation and adherence to processes, SLA s, OLA s, KPIs and standards
  • Oversee, validate and ensure compliance with quality standards for all Technical Resolution Management Support deliverables (Quality Assurance)
  • Oversee and validate adherence to Vodacom policies of self and team
  • Oversee, validate and ensure progress status reporting and integrity (including dashboards)
  • Oversee, validate and ensure documentation management for self and team
  • Oversee, validate and ensure the maintenance and enhancement of an integrated end-to-end Technical Resolution Management Support practice
  • Provide business and functional team leadership
  • Manage the performance, productivity, development and wellbeing of own team
  • Ensure leadership and performance that is aligned with the Vodacom culture and values
  • Ensure legislative compliance and corporate governance
  • Support company performance targets
  • Control cost and expenses against the operational budget (OPEX)
  • Implement Safety, Health and Environment Management (SHE) and enable a conducive working environment

Qualifications & Certifications

  • Matric minimum requirement
  • National Diploma/Degree in a scientific/Information Technology discipline
  • ITIL Foundations (beneficial)
  • At least three years' management experience within a customer service and technical environment
  • Knowledge of the broadband platform and supporting OSS/BSS systems
  • Practical and systematic approach to work beneficial
  • Telecommunications industry experience
  • Experience working with OSS/BSS software as end user or from working in the telecommunications sector.
  • Exposure to /awareness of project management frameworks
  • Proven experience in a customer facing function
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