Service Operations Technician

2 days ago

East London, South Africa Staff Solutions Full time

**Eastern Cape**, East London**

**Negotiable Cost To Company (Market related, Negotiable)**

**Opportunity Available Our leading client in the Automotive Manufacturing Sector is looking to employ X3 Service Operations Technicians to join their dynamic team in East London.**

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- **Provide Operational Run support to multiple products developed and supported by the company South African International Hub.**
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- **This will involve activities like ticket logging, ticket handling, first and second level support, monitoring activities, identifying and implementing continuous improvement initiatives, documentation, database support and management; as well as other tasks.**
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- **This role will primarily be responsible for handling and solving any incidents, tasks or requests received through the central user helpdesk before escalation to the development team.**
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- **This role will also be key to improve efficiency, reduce waste; and identify and implement solutions in creative and innovative way.**

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**Outputs**:
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- **First and Second level call management and solution implementation**
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- **Monitoring of jobs/processes/services**
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- **Coordination and consultation with central user helpdesk as well as product owners and business users around the world**
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- **Prepare, review and coordinate any user/system/help documentation**
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- **Performing root cause analysis**
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- **Manage tickets from logging, updating, solving, escalating and feedback - from inception until closure**
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- **Provide daily reporting on incidents and tickets logged**
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- **Continuous ticket monitoring for trend and pattern identification; as well as permanent solutions implementation to proactively address reoccurring issues**
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- **System Roll out and Go-Live support**
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- **Manage and attain customer expectations and ensure delivery to fulfil expectations**
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**Job Requirements**:
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- **Minimum NQF 6 - BSC/BCom/ND in Information Technology or B. Eng. (Industrial Engineering) or relevant equivalent**
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- **Minimum 1 year knowledge in supporting appliciations at L2**
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- **Knowledge of SFMDigital, CAT, SCVS, ViDA will be advantageous**
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- **Must be able to do effective root cause analysis and be able to trace code**
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- **Willing to work a three shift 24/7 operating model and provide on-call standby where necessary**
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- **Demonstrated ability to foster an environment for identifying areas of continuous improvement and actively implementing proactive working solutions**
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- **Must have IT Development and Systems Knowledge**
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- **Experience with software development methodologies and practices (Agile, Scrum, etc.)**
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- **Experience in Data Analysis and Advanced Proficiency in Microsoft Office suite, including Word, Excel, and Outlook**
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- **Experience in monitoring tools such as Check MK; Grafana; Promethius**
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- **Strong Problem Solving Skills**
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- **Strong Interpersonal skills to manage relationships with a variety of Partners, stakeholders and end users**
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For more information please contact:
**Bridgette Groep

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