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Ops Specialist: Automation

1 month ago

Centurion, South Africa BCXP Full time

Business unit, Department, Reporting Business Unit
Cloud Platform Solutions Department Service Management - CFC Position reports to Snr Manager: CFC i.RevHub Job grade S6
Core Description
Leads the development of automations
Leads the configuration and deployment of Automation Systems functions including automations, decision trees and wikis
Create/Enable workflows/runbooks for automated remediation
Makes use of re-usable content and other “building blocks” of automations
Supports installation of Automation Systems software in applicable environments
Work hand-in-hand with solution architects, implementation consultants and the customers themselves to build processes that are secure, reliable and efficient
Diagnose and provide first-call resolution on complex technical queries, within the service level agreements.
Participate in the design and development of testing frameworks and technologies for various projects including the Intelligent Edge, Data and Analytics, Reporting and Contact Centre Platform optimization
Follow up on resolutions of client queries as per service level agreements
Act as an escalation point for 1st and 2nd level client tickets.
Liaise within the Division to ensure queries are resolved timeously.
Provide complex technical support in adherence to quality standards and customer service excellence.
Contribute to product documentation, customer knowledge base, and best practices guides.
Continuously improve process and tools for normal, repetitive support tasks. Core Functional Skills & Knowledge Troubleshooting Programming and coding Business Processes Infrastructure Technology Source code Core Behavioural Competencies Adhering to principles and values Culture Match Analysing Job Match Presenting and Communicating information Working with people Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer Science OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
3 years’ experience in IT support experience, with hands-on experience with automation technologies.
OR
Grade 12 & 5 years’ experience in IT support experience, with hands-on experience with automation technologies. Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control

**Span of Control**: 0

**Level of Engagement**: Interact directly with internal & external clients Special Requirements / Employment Condition Ability to work extended /long hours as and when required Ability to cope under pressure Workplace / Physical Requirements Full-time Office Based position. Non-Billable