Digital Operations Support Specialist - Johannesburg at Optimal Growth Technologies

Key Responsibilities will include (but not limited to):

• Service and Escalation Case Management 
• To escalate any faults in line with severity to the relevant departments, stability forums and ensure continuous follow-up until fault has been resolved.
• Ensure adherence in line with agreed Service Level management with the various support stakeholders
• To continuously review the Service Management process, deliverables and SLAs with stakeholders
• Own resolution of online incidents/bugs with relevant resolver groups including, but not limited to, IT Operations and IT Development.
• Driving reduction in Net Promotor Score detractors through effective incident management principles via established prioritisation methods e.g. Agile PM/Scrum
• Providing a first line support role in the online space with an emphasis on continuing enablement of Self-Service and E-Commerce
• Using a variety of technical tools to enable First Call Resolution (FCR) in the online space Informix SQL, Postman, SoapUI, Elasticsearch, Oracle SQL
• Identify enhancement opportunities for pre-existing RPA, as well as new RPA opportunities.
• 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
• Use analytical tools - Adobe Omniture/ Qliksense Reports/ Service Request Management (SRM) reports
• Calculate financial and NPS (Net Promoter Score) declines due to technical issues

Driving Continuous Improvement across CBU and VB Digital Platforms

• Identify key process gaps on the Digital platforms as well as call centres and CEOs Office.
• Identify top service call drivers and draft suggested solutions
• Identify possible revenue streams through customer interactions
• Log necessary Service Improvement Concept /BRS (Business Requirement Specification) Documents with Product owners
• Engage with business and IT stakeholders to implement said improvements i.e. Stability Forum
• Driving Education and on boarding initiatives with customer contact centres
• Identify potential service improvement tools and methodologies that will assist resolution turnaround times

The successful candidates will need to meet the following criteria:

Experience/ Knowledge and Education:

• Degree or Diploma in an IT related field or 2+ years experience in an IT related field
• Good understanding of Oracle SQL

Exposure to the following would be an advantage:

• Experience with Digital-based and online information systems
• Knowledge of monitoring tools such as Elasticsearch would advantageous
• Basic understanding of http response codes (e.g. 404, 201, 500, etc)
• Knowledge of content management systems