Ops Specialist: Service Management at Telkom

Core Description

• To manage and be accountable for all processes required to provide world class Service Management support our Clients as part of a virtual team, along with the associated Sales Managers and Solutions Architects.
• The Service Manager acts as an advocate of the Client into the Openserve always. The Service Manager provides support to both internal and external customers, verifying existing network designs and assisting in designing and implementing solutions to meet the customer's needs or to improve the integrity of the customer's network.
• The Service Manager is responsible and accountable for addressing and resolving all Client related issues.

Job Responsibilities

OUTPUT 1

Managed Maintenance of Customer Network

SUB-OUTPUTS

• Ensure faults have been reported
• Obtain relevant information of reported faults
• Follow-up on progress made with service repairs
• Escalate faults when necessary
• Inform customer and/ or CAM of progress made with service repair
• Determine whether fault has been repaired

RANGE

• Voice networks
• Networks
• Non Voice
• Combination of voice and non-voice networks

OUTPUT 2

Managed Project Implementation

SUB-OUTPUTS

• Determine scope of project
• Compile project plan
• Identify risks and compile contingency plan
• Negotiate resources
• Track and facilitate procurement process
• Initiate and manage implementation of project
• Track progress and initiate contingency plans when necessary
• Provide progress report
• Approve, implement and manage scope changes
• Facilitate and/ or track testing and accepting of infrastructure
• Facilitate and/ or track service activation
• Provide and/ or facilitate customer training
• Confirm billing has been initiated
• Finalize and archive project file

RANGE

• Voice networks
• Non voice networksIntegrated voice and non voice

OUTPUT 3

Audited Customers Network

SUB-OUTPUTS

• Obtain account information
• Perform record comparisons
• Perform physical verification of discrepancies
• Identify record discrepancies
• Identify role-players
• Update record systems

RANGE

• Types of audits
• Combination of the voice and non-voice network audits
• Network Audits
• Voice Network Audits (Up To PABX)
• PABX Services/ Router Switches
• Switching Eqt.
• Data Line/Links
• All Non Voice

OUTPUT 4

Informed Corporate Account Managers

SUB-OUTPUTS

• Provide feedback to CAM (Corporate Account Managers) with respect to
• service delivery/ repair progress
• Provide statistics and monthly report to CAM/ Head CAM
• Attend meetings with CAM/ Head CAM
• Provide technical support to CAM
• Provide inputs to CAM with respect to formulation of SLA's

RANGE

• Problems In Network
• Technical Limitations Of Solutions
• Service Levels
• Solutions (Technical)
• Knowledge Sharing
• Team Virtual (CAM, NSM, MSM, Etc)

OUTPUT 5

Informed Customers

SUB-OUTPUTS

• Understand customer requirements
• Familiarize customer with respect to Telkom's basic terminologies,
• policies, procedures, services
• Attend meetings with customersProvide feedback to customers, management and role players
• service delivery
• Assist customers in formulating basic future infrastructure growth

RANGE

• Government and utilities
• Global Accounts
• Major Accounts
• Key Accounts
• MCO And Telecommunication Related Business
• Special Market Services

OUTPUT 6

Facilitated Service Delivery

SUB-OUTPUTS

• Understand customer requirements
• Provide continuous feedback to customers during process
• Investigate internal feasibility of customers basic service requests
• Advise customer on initial request
• Receive orders, prioritize and forward to commercial section
• Monitor progress of order
• Initiate corrective actions (if necessary)
• Confirm completion of installationEnsure billing takes place
• Communicate SLA (Service level agreements)

RANGE

• Voice network technology
• Network Technology
• Non-Voice MTTI/MTTR Targets
• Combination of voice and non-voice network technologies

Core Competencies

FUNCTIONAL KNOWLEDGE

• Telkom Databases; Client Equipment; Telkom - Openserve Infrastructure; Client Care; Meeting procedures; Associated Computer Software and applications required to perform duties; Meeting procedures; Project Management principles; Telkom - Openserve Procedures; Industry technology trends; Regulatory environment; Telkom - Openserve Policies; Telkom - Openserve Products and Services

FUNCTIONAL SKILLS

• Presentation techniques and skills; Managing stress techniques; Planning; Research techniques; Negotiation; Problem solving techniques - abilities; Project Management; Computer literacy; Communication

ATTITUDES/ LEADERSHIP COMPETENCIES

• Resiliency; Diplomacy; Persuasiveness; Confidence; Responsibility and Accountability; Pro activeness; Client focus; Honesty; Quality awareness

Certifications

 

Education

• NQF 6: 3 year Diploma/ National Diploma
• OR NQF 4: Grade 12

Experience

• 3 Years relevant experience
• OR 5 years relevant experience

Additional Information

Outputs (continued)

OUTPUT 7

Provided Technical Support

SUB-OUTPUTS

• Receive and investigate request
• Analyze gathered information
• Design solution
• Present proposed solution
• Ensure processing of applications
• Implement and coordinate agreed solution
• Monitor operational effectiveness of solution

RANGE

• Top 100 customers
• Top 450 customers
• Corporate
• Business
• International Special Markets
• Government/ provincial
• Internal projects
• Voice and non voice

OUTPUT 8

Managed Resources

SUB-OUTPUTS

• Obtain resources
• Allocate resources
• Interpret division/section's operational plan
• Identify required and available resources
• Implement cost effective operational systems
• Manage resources

RANGE

• Efficiency Management Policy:
• Training Management Plan
• Quality Management Plan
• Safety Management Plan
• Productivity Management Plan

Special Requirements

• Valid Drivers license
• Drivers Licence and Reliable Vehicle - both preferable
• 24 Hours availability
• Prepared to travel
• Ability to be on standby/ work overtime