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Role Title: Operations and Assurance Analyst

1 month ago

Sandton, South Africa Duncan Associates Full time

Role Profile

**Role Title: Operations and Assurance Analyst**

**Fully Remote Position working for an International Business**

**Team: Managed Services (MDS International)**

**Role Purpose**

The role holder is also responsible for delivering an exceptional service to ensure successful resolution of incident tickets and service requests from our clients.

The role holder is accountable for ensuring that customers are provided with an efficient, accurate and professional service.

Our core values are central to who we are and how we do business.

At MDS Global you will be expected to collaborate positively, have a passion to succeed, be prepared to take smart risks, possess leadership qualities, be able to flex your expertise and use your strong sense of customer focus to exceed expectations, every day.

**Role Responsibilities**

**Deliverables**
- Operate system jobs and batch processes using various scheduling and management tools
- Analyse customer incidents/Service Requests and resolve within agreed SLA
- Handle system generated alerts in line with agreed work instructions
- Support creation of new monitoring alerts
- Assist with deployment of Product fixes and Product releases.
- Produce and complete daily assurance checks of key processes such as provisioning, rating, billing, payments and collections activities, ensuring operational outcomes are in line with agreed procedures
- Distribute scheduled reports to customers and management, ensuring they are delivered in line with SLA/OLA
- Deliver to project deadlines and comply with project reporting requirements
- Create, maintain and monitor the billing operations schedule
- Responsible for 2nd line triage for incident management, resolving operational issues within agreed SLA’s and provide operational analysis to support Level 3 and 4
- Collaborate with the DevOps, Professional Services and R&D teams to provide continuous service improvements and internal efficiency gains in order to enhance the operational capability of the billing platform
- Provide effective and regular communication to key stakeholders such as customers and

Project Managers
- Support change management where changes require operational management of the billing schedule and configuration
- Support pre-sales opportunities and Professional Service implementations

© MDS Global 2020 - Version: 9.0 Internal 1
- Support operational readiness activities
- Execution of approved work around activities
- Control planned outage windows in relation to operation and assurance activities
- Provide feedback on operational processes to complement continuous service improvement plans
- Work to ITIL best practices where applicable

**Other**
- Accurate and prompt recording of daily time sheet
- Awareness and compliance of ISO9001, ISO27001, ISO22301, Section 6 of PCI and

GDPR regulations
- Must be available for out of hours on-call if required
- Help create a culture of learning, trust and self-improvement
- Any other duties as required

**Key Performance Indicators (KPI’s)**
- Percentage of tickets Resolved within contractual SLAs - 100%
- Percentage of batch processes executed to agreed schedule - 100%
- Triage and qualify issues for 100% resolution or refer to Professional Services and R&D team within the agreed timescale
- Response times to message queues within agreed timeframes
- Response times to system generated alerts, in line with agreed timelines
- 100 % accuracy of daily assurance checks in line with agreed processes
- 100 % accuracy of Time Sheets
- Support target MS Ratio

**Main Contacts**

**Internal**:

- Operations and Assurance Team Lead
- Operations and Assurance Analysts
- Proposition Analysts
- Professional Services
- Change Management
- Business Transition Manager
- Software Support Engineers
- I-series Engineers
- RTC Architect
- Business Delivery Managers
- CMP Product Team

**External**:

- Customers
- Third Party Suppliers

**Knowledge and Skills**
- Proven experience as a Billing Systems Operator/Analyst
- Working knowledge of SQL and i-Series query
- Experience and knowledge working within the telecoms industry
- Ability to be inquisitive and have an investigative nature

© MDS Global 2020 - Version: 9.0 Internal 2
- Ability to take on responsibility and work well under pressure to agreed deadlines
- Excellent active communication skills
- Strong organisational skills
- Strong interpersonal skills and confident in working with and liaising with management across all departments
- Strives for continuous improvement
- High degree of attention to detail and trustworthiness
- Ability to review and understand solution and technical design documentation
- Capacity to understand, comment and provide technical feedback
- Adherence to laws and best practices regarding dealing with customers and data
- Awareness and compliance of ISO9001, ISO27001, ISO22301, PCI, OFCOM, GDPR

**Strengthscope Strengths**

Detail orientation Results focus Initiative

Decisiveness Efficie