Ops Spec: Service Delivery Specialist (Escalation Management) at BCX

Core Description

• Responsible for managing the lifecycle of problems and escalations to minimize the impact of incidents and prevent recurrence. This role ensures effective root cause analysis, timely resolution of critical issues, and strong communication with stakeholders while maintaining compliance with ITIL processes and organizational standards.

Key Deliverables / Primary Functions

Core Functional Skills & Capabilities

• Release Management
• Software Development Methodologies
• Analytical and Problem Solving
• Problem management
• Service Level Agreement (SLA) Management

Core Behavioural Competencies

• Delivering Results & Meeting customer expectations
• Applying expertise & Technology
• Job Match
• Working with people
• Writing and Reporting
• Presenting and Communicating information

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

Certifications

• ITIL

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

• Level of engagement - Engagement will all levels within the organisation, internal and external to the business.
• Span of control - 0

Special Requirements / Employment Condition

• Valid Drivers license
• Ability to work extended /long hours as and when required
• Willing to travel

Workplace / Physical Requirements

• Full-time Client Based Position