Digital Operations Support Specialist

2 weeks ago


Midrand, South Africa Network Contracting Full time

As a Digital Operations Support Specialist, you will play a crucial role in ensuring the functionality of our Digital Channels and providing exceptional customer self-service experiences. You will be responsible for investigating customer queries and technical faults, driving effective incident resolution, and improving customer service. Additionally, you will identify gaps between IT and Business and implement new solutions and workflows through continuous improvement opportunities.

Key Responsibilities (including but not limited to):

- Service and Escalation Management for Digital CBU, VB & APP Channels:

- Escalate faults to relevant departments and stability forums, ensuring continuous follow-up until resolution.
- Ensure adherence to agreed Service Level Management with support stakeholders.
- Review Service Management process, deliverables, and SLAs with stakeholders.
- Resolve online incidents/bugs in collaboration with relevant resolver groups (e.g., IT Operations and IT Development).
- Drive reduction in Net Promotor Score detractors through effective incident management principles and established prioritization methods (e.g., Agile PM/Scrum).
- Provide first-line support for online SLT/CBU/VB/App and CEO escalations, focusing on enabling self-service and e-commerce.
- Utilize technical tools (e.g., Informix SQL, Postman, SoapUI, Elasticsearch, Oracle SQL) for First Call Resolution (FCR) in the online space.
- Identify enhancement opportunities for pre-existing Robotic Process Automation (RPA) and new RPA initiatives.
- Maintain and update RPA self-service guides and provide insightful reporting on RPA performance.
- Monitoring, Reporting and Analytics:

- Deliver the necessary reporting to support operational management on a monthly, weekly and ad hoc basis
- Ensure that all IT Business partners continuously monitor and resolve all monitoring alerts and exceptions within agreed SLAs
- Drive proactive Identification and remedy of User/Customer experience issues within the digital space using analytical tools - Adobe Omniture/ Qliksense Reports/ Service Request Management (SRM) reports
- Calculate financial and NPS (Net Promoter Score) declines due to technical issues

Key Competencies and Abilities:

- Strong presentation skills and meeting facilitation abilities.
- Aptitude for mobile technology and mobile internet/web internet skills.
- Attention to detail and quality assurance mindset.
- Excellent problem-solving skills.
- Strong proofreading and QA abilities.
- Effective written and verbal communication and client-facing skills.
- Proficient telephone skills and social etiquette.
- Outstanding customer service skills.
- Strong logic and time management abilities.
- Project management experience (advantageous).
- Reports creation and analytics capabilities.

Experience/Knowledge and Education:

- Degree or Diploma in an IT-related field or 2+ years of experience in an IT-related field.

Exposure to the following would be advantageous:

- Experience with digital-based and online information systems.
- Knowledge of monitoring tools such as Elasticsearch.
- Good understanding of Oracle SQL.
- Basic understanding of HTTP response codes (e.g., 404, 201, 500, etc.).
- Knowledge of content management systems.
- Testing of journeys and working with test data.
- Knowledge of HTML, JSON, XML Oracle, and web design (advantageous).

Join the team and contribute to the success of the digital operations while gaining valuable exposure to other departments and opportunities for personal growth and development.



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