Strategic Business Operations Lead

5 days ago


Midrand, Gauteng, South Africa IOCO Full time

Company Overview

iOCO Infrastructure Services (iOCO IS) is a dynamic organization that delivers outstanding client experiences through sustainable, innovative IT infrastructure solutions.

We're a community of skilled professionals dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do.

Job Description

We are seeking a highly skilled Strategic Business Operations Lead to lead and optimize business operations, drive efficiency, and enhance overall performance.

This role requires a strategic thinker with a strong background in process improvement, team leadership, and operational excellence.

Key Responsibilities:

  • Optimizing operations to deliver excellent customer experiences
  • Engage with service providers for follow-ups and feedback on technical queries to ensure efficient and quick turnaround times on tickets logged
  • Achievement of First Line Resolution (FLR) percentage
  • To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
  • Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
  • Ensure that calls are assigned to the next resolver groups within the specified timeframes
  • Working well with colleagues/team player / willing to assist
  • Ensure that all correspondence is adhered to, executed, or noted in the correct manner
  • Following instructions, including customer Working Instructions (WI) or management instructions

Requirements and Qualifications:

  • National Senior Certificate/ Matric/ N3/ Grade 12
  • Pass typical recruitment checks (reference, criminal checks, etc.)
  • Qualifications preferred:
    • ITIL 4
    • Business Analysis
    • IT degree/diploma
    • Technical Certifications in Fortinet, H3C, Microsoft Stack (Desktop, Server, AD, Collaboration, CoPilot, Azure), AWS, Linux, HPE, and Security products

About Us

We're a challenger, disruptor, and innovator. We're an equal opportunity employer with an obligation to achieve our own unique EE objectives in the context of Employment Equity targets.

We give primary preference to previously disadvantaged individuals or groups.



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