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Specialist Service Delivery

4 weeks ago

Bellville, South Africa Vodafone Full time

**Role purpose**:
Escalations, problem management, measurement and reporting, Monitoring and on-duty shift support services. OPCO Support, SLA Management, OLA Management, WAR ROOM Co-ordination, Relationship Management

**Your responsibilities will include**:
To liaise with internal and external support teams toward fault resolution in order to meet SLAs & OLAs
Supervise and provide support to the T1 teams, Support other areas of the business and Opco’s.
To monitor and measure quality of Incident Management, Problem Management, Change Management processes. (Continually evaluate and improve existing FM processes and systems)
To notify and escalate major incidents as per the fault handling and escalations procedures. (ensure all escalations procedures are adhered to)
To compile incident reports, routine and ad hoc management reports and reconcile incidents with business partners
To co-ordinate the WAR room and resolution of network failures
Be able to deliver AdHoc tasks or project with mínimal supervision until completion (e.g. implementation dashboards required in FM, Tools improvements etc.)

**Technical / Professional Qualifications**:
Matric essential
Degree/3 Year National Diploma (S4)/within the Electrical Engineering /Information Technology /Computer Science/ Software Engineering is essential

**Core competencies, knowledge, and experience**:
Analysing, Persuading and Influencing
Deciding and Initiating Action
Achieving Personal Work Goals and Objectives
Presenting and communicating information
Leading and Supervising
Interpersonal skills
Problem solving skills
Customer centric
Knowledge
Contract, SLA and Relationship Management
Incident Management & Problem Management.
Network Management processes and principles
Report writing
GSM knowledge and related technologies
Experience
At least 4 years work experience within Telecommunications or IT - essential.
At least 3 years work experience in an environment where you co-ordinated WAR ROOMs/ Boilers to resolve major failures
At least 3 years work experience dealing with business customers or business partners outside your organisation is essential
At least 3 years managing SLA/OLAs and communicating with the Senior management team
At least 3 years’ experience working in the NOC or environment dealing with Incident Management and problem Management

Closing date for Applications**:14 September 2023**

The base location for this role is, **Techno Centre Vodacom, Cape Town.**

The Company s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

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