I&t Network Infrastructure Service Delivery Analyst
4 weeks ago
**Job Advert Summary**:
This exciting opportunity exists in our Information & Technology, Infrastructure Services team based at our Kenilworth Office Park in Cape Town. We are looking for an I&T Network Infrastructure Service Delivery Analyst (SDA) to maintain and ensure an optimal Enterprise Network Infrastructure environment.
**Duties & Responsibilities**:
Facilitate interactions between service providers and internal service team to resolve problems or improve service in the Network Infrastructure division
Setting up and facilitating weekly/monthly operational and ad hoc meetings with Infrastructure 3rd party Vendors
Identify, own and manage risks
Escalations Management - handling of issues and communicating to users
Follow and implement Service Management responsibilities as per ITIL guidelines
Understand and translate budgets and costs
Ensure agreed key messages are communicated
Identify, initiate and execute opportunities for improving service delivery processes
Ensure delivery against agreed service levels
Partner engagement and management
Ensure continuous improvement and visibility for domain area
Be part and present changes for CAB approval
Ensure concise reporting is in place for efficient and effective management
Plan and manage budgets within domain of responsibility
**Minimum Requirements**:
Diploma/Degree in a related field, or studying towards a qualification
5+ years’ relevant, demonstratable experience in a service delivery environment
ITIL Accredited Certification
Network Accredited Certification
Management experience in outsource/co-sourced environment with knowledge of network technologies and processes
Experience in engaging at both the technical and managerial layers
Experience in supporting/maintaining network infrastructure
Experience in managing vendor support contracts (SLA and Commercial)
Experience in service desk technologies advantageous
Experience in telephony environments
Experienced in managing project handover and instituting supportable processes
General IT industry knowledge / awareness
Deep understanding of Network technologies
Good understanding of and the ability to manage in an outsourced, complex environment
Ability to work remotely and on site, with own transport and connectivity infrastructure
**Competencies**:
Excellent written and oral communication skills
Ability to present ideas in business-friendly and user-friendly language
Attention to detail
Proven analytical, evaluative, and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Continuous trend analysis and associated recommendations
Strong customer service presence, collaboration, negotiation, organisation, and conflict resolution skills
Ability to work well under pressure and identify and key issues in a changing environment
Able to understand the organisation’s goals and objectives and translate to domain specific outcomes
**Additional Information**: Competency-based interview to assess above requirements
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