Senior Monitoring & Reporting Specialist at MultiChoice

Key Performance Objectives

Continuous Improvement     

• Ensure the consistency and stability of the environment by producing SOPs for day-to-day operations.
• Minimise adverse impact of the Business  Incidents and Problems through creating proactive monitoring processes.
• Proactively monitoring front and back end and addressing   system and data related errors.
• Work with Platform Aggregators and Vendors to maintain stability across SA and MAH Showmax platforms(web & App).
• Conduct quality control protocols to reduce errors and improve the effectiveness of production systems.
• Support the Senior Manager Digital Service with setting up real time monitoring capability and alerts.
• Continuously improve performance metrics and monitoring with partners.

Operational Activities             

• Identify potential business problems and respond, systematically through call logging and informing the relevant resolver teams.
• Provide high quality operational and technical application and systems support to the customer care team and internal business functions.
• Responsible for setting up first line monitoring and support for the Contact Centre stack. 
• Create diagnostic scripts and other aids per system e.g., simple diagnostic question sheets, historical records, known error lists, predefined extract scripts, etc.
• Participate in deployment handover sessions for post implementation monitoring.
• Be available to the SA and MAH Showmax business for systems support afterhours, weekends, and public holidays.
• Responsible for driving business communications to stakeholders on platform downtimes using any business preferred medium.

Reporting                 

• Responsible for setting up performance monitoring and reporting in line with the Business KPIs.
• Manage operational reporting requirements delivery for new and existing solutions/enhancements.
• Responsible for reporting on outages/potential incidents.
• Provide the Care teams with monitoring insights for CSAT analysis. 
• Provide stability reporting daily, weekly, and monthly.

Qualifications Essential:

• Degree (NQF7) in computer science, information technology, or a related field

Experience:

• 5-8 years’ experience in a similar role or IT service management /IT Service desk in the PayTV industry or related services
• Data analysis experience
• Proven track record in  Requirements management 
• Knowledge of customer service reporting and monitoring
• Previous or current experience working on a transactional or digital channels would be an advantage
• Experience interfacing with senior leadership and managing business expectations
• Exposure to real-world, experience in managing technical systems and teams
• Previous experience with demand and crisis management
• Experience in and knowledge of technical monitoring toolsets
• Experience in taking command of work streams
• Understanding of call logging processes