Ops Manager: Interactive Tickets

2 weeks ago


Centurion, South Africa BCXP Full time

Business unit, Department, Reporting Business Unit
Cloud Platform Solutions Department Service Management - CFC Position reports to Manager: Customer Service Centre Job grade M6
Core Description
Responsible for the quality of the service management experience especially how it relates to the Interactive Tickets process. This includes the pro-active tracking of support tickets via the service desk to ensure alignment with SLAs and KPIs, the design of, and oversight on service improvement plans for the service desk and process governance. Key Deliverables / Primary Functions
Prepare, lead, and escalate outcomes of the daily stand-up incident management meetings with all support groups and service providers for allocated customer/s
Create and maintain templates on the ITSM system to ensure correct assignment
Execute on interactive tickets quality related tasks including escalation of the need for couching/counselling to the relative manager
Provide information to the Operations Managers to address process non-adherence and escalate if appropriate action was not taken
Compile and quality check the CFC monthly Service Levels and KPIs
Obtain CFC related contract information and store on the related secure folder on MS Teams
Ensure changes to current operational processes are related to the applicable measurement/s
Manage Service Improvements and service alignment initiatives
Store all customer related documents on the MS Teams folder
Represent the CFC for providing input to customer audits
Implement new / changes to CFC related services in allocated customer environment
Drive the knowledge management process in allocated customer base
Analyse operational reports data to identify and provide input to solving operational challenges
Continuous improvement initiatives in terms of operational Service Desk processes that can be automated and simplified
Participation in ITIL/ISO/Cobit audits when required Core Functional Skills & Knowledge Contract Management Project Management Service Level Agreement (SLA) Management Service Management Microsoft Excel Microsoft Office Core Behavioural Competencies Job Match Deciding & Initiating Action Delivering Results & Meeting customer expectations Leading and supervising Planning & Organising Presenting and Communicating information Culture Match Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
3 years’ experience years’ experience in interactive ticket management/incident management and report analysis.
OR
Grade 12 & 5 years’ experience years’ experience in interactive ticket management/incident management and report analysis. Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control

**Span of Control**: 1 Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both required Ability to cope under pressure Required to travel locally Ability to work extended /long hours as and when required Workplace / Physical Requirements Billable Full-time Office Based position.



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