Specialist: Online Operations at Vodacom

Job Description

The role of the Specialist: Online Operations is to administer and support incident and fault management within the Online and Self Service operational environment across both CBU (Consumer Business Unit) and EBU (Enterprise Business Unit) across the Digital channels.

Support and administer Content Management system changes and configuration across multiple work streams.

Your responsibilities will include but not limited:

• To proactively identify faults through constant monitoring, testing and trawling of our digital channels.
• To escalate any faults in line with severity to the relevant department and ensure continuous follow-up until fault has been resolved.
• Ensure adherence in line with agreed Service Level management with the various support stakeholders
• Collaborate with all stakeholders and Business Partners to improve Customer Experience on Online
• Providing a second line support role for external digital fixed and mobile enterprise Vodacom customers
• Driving reduction in Net Promotor Score detractors through effective incident management principles.
• Drive resolution of online incidents/bugs with relevant resolver groups including, but not limited to, IT Operations and development
• Analyse channel performance to continually identify optimisation opportunities
• Drive usage of the change request process to track and report on content enhancements, fault and issue management
• Manage the implementation of all Performance, Security and Monitoring tools across the Digital platforms according to Vodafone standards
• Ensure that all monitoring scripts and tools are updated with the latest journeys across the Digital platforms
• Ensure all connections and system integrations between the Online, CRM and Back-end environments and the relevant touch-points are monitored to ensure optimal functional availability

The ideal candidate for this role will have:

• Matric essential
• 3yr Qualification or 3yr certification in an IT /Web, user experience or Process Improvement is essential or relevant qualification.
• Minimum of 3 years’ experience essential in a web/digital and IT environment with exposure to:
• o Basic HTML or Java code
• o Web Page structures
• o Basic ITIL Foundation
• OR
• Matric essential
• Relevant short courses/certificate
• Minimum of 5 years relevant experience
• In addition to the details listed above, the ideal candidate will have an in depth knowledge and understanding:
• Experience with Digital-based and online information systems
• Knowledge of web best practise usability & accessibility standards
• Knowledge of content management systems
• Testing of devices and working with Test Data
• Analytics, reporting & Business Analysis (advantageous)

The base location for this role is Midrand, Commercial Park

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.