At Nexio, we enable our clients to modernise their environments and adopt new technologies. We help them to solve their legacy problems and pave the way for their future digital success.
ROLE REQUIREMENT
- Primarily involved in the development, evolution, and approval of the long-term vision across a function.
- Solutions Architect
- Direct impact on business performance
- Provides technical leadership to managers and/or professional staff
- Provides technical guidance to employees
Business Unit Collaboration
- Overall responsibility for all Managed Services proposals and pricing.
- Responsible to provide quality solutions and pricing for Services deliverables.
- Participate in the development and execution of a Managed Services strategy to deliver growth of the Services BU, generation of long-term annuity income opportunities for Nexio and, operational relevance and efficiency.
- Participate in the development, management, and continual update of the Nexio service catalogue.
- Collaborate with sales in an appropriate manner to help Nexio to win new business and retain existing clients at appropriate levels of profitability.
- Ensure collaboration and alignment with all business units so that they understand the services and solutions being positioned and can provide input accordingly.
- Implement and continuously develop Services pricing models and calculators.
Solution Development
- Overall responsibility for the Managed Services components in proposals, RFIs, RFPs and RFQs.
- Understanding the client solution requirement and creating a framework for the Managed Services response, aligned to client requirements and overall solution.
- Unpack and co-ordinate the service requirements, incorporating internal Nexio BUs, sub-contractors and any other third parties.
- Obtaining and collate service solution information and pricing aligned to the requirements, inclusive of:
- Service definitions and descriptions
- Cost drivers
- Resourcing requirements
- Integration requirements
- References
- Transition and/or implementation approach, deliverables, and timelines
- Documenting the service solution in line with the requirements, ensuring:
- All requirements are answered.
- Providing solutions for review that is structured and relevant to the client requirements and solution design, avoiding copy and paste data-dump.
- Provide solutions for review that has been formatted to the Managed Services standard.
- Ensure solution delivery timelines are met, and fully aligned to quality standards.
- Facilitate solution review gates, inclusive of solution sign-off and commercial approval.
Solution Pricing
- Ensure the services proposed are appropriately priced and aligned to the required scope of services, including:
- Due Diligence
- Service Implementation / Service Transition
- Service Transformation
- Service Integration
- Cost Drivers
- Assumptions and Exclusions
- Obtain financial approval form RFP stakeholders prior to solution submission.
- Comprehensive financial model for the contracted service duration, reflecting service-related revenue, margin, and cost distribution.
Solution and Client On-boarding/ Transition
- Overall responsibility for creating and maturing a transition/ on-boarding framework for new clients and services; and
- Overseeing the execution of transition/ on-boarding projects to ensure that new services and clients are set up for success and are delivered at the appropriate level of quality.
Contract and Risk Management
- Participate in all elements of contract negotiation, contract on-boarding, for Nexio contracts with clients, 3rd parties and suppliers.
- Ensure that all contracts are aligned to the solutions developed to mitigate risk and protect Nexio’s financial, reputation and other interests; and
- Ensure development and agreement of SLAs and Underpinning Contracts aligned to the Solution Scope, prior to handing over to the Transition and Operations teams.
Additional Information:
- Individuals at this level have fully developed knowledge of the business, marketplace and clients. Is recognized as an expert in own area within the organization
- Interprets internal or external business issues and recommends best practices. Provides technical guidance to more junior levels of staff
- Able to build strong interpersonal relationships with peers, brand leaders, and other senior management throughout the company
- Able to be a “big picture” thinker
- Encouraging to team and staff; able to mentor and lead
- Excellent verbal and written communication skills
- Able to align multiple strategies and ideas
- Confident in producing and presenting work
- In-depth understanding of the IT and Telecommunications industry
TECHNICAL / PROFESSIONAL COMPETENCIES
- Proven comprehension of cross-functional domains and the ability to design and present integrated solutions within our customer environments.
- Ability to interface with C-level customers, partners and peers at a strategic and technical level.
- Demonstrate creative problem-solving and decision-making to solve complicated business problems.
- Excellent analytical, organisational, presentation and customer service skills.
- Able to align and articulate capabilities as they relate to business priorities and goals.
- Solid skill in preparing written communications and materials.
- Excellent interpersonal and communication skills: active listening and customer-care; knowledge and compliance with email correspondence.
- Ability to multi-task and adapt to changes quickly.
- Self-motivated with the ability to work in a fast moving and changing environment.
- Willing to work overtime as and when required
- Willing to travel regularly to customer locations and industry events.
QUALIFICATIONS & EXPERIENCE
- Matric
- Bachelor's degree in information technology or equivalent qualifications
- ITIL Foundation certification
- 10+ years of IT experience across all disciplines in infrastructure technology solutions.
- 7+ years of experience developing IT Service solutions and strategies across multiple domains across all disciplines.
- 5+ years Managed Services and / or Outsourcing experience.
- Understanding of service delivery models and the commercialisation thereof.
- Proven ability to drive collaboration and lead multi-disciplinary teams.
- Experience with project management disciplines preferred.
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ROLE REQUIREMENT
- Perform assurance on the transmission network for a NOC perspective 24/7/365 – shift working
- Assisting to resolve P1 to P4 failures by engaging with high level
- Provide transmission assurance support to and from Field Force Outsource for Edge and Access infrastructure
- Effectively communicate status of service outages and escalate as per established Vendor support and escalation matrix.
- Ensure that all faults are fixed within the relevant SLA.
- To use reports from OSS platforms to identify issues and failures that need corrective action.
- Provide transmission assurance support to Operations, NMG & EBU Edge and Access infrastructure
- Liaise with vendors and fibre providers for resolution of the network faults within the agreed timelines
- Perform scheduled preventive maintenance for proactive support for global customers.
Core competencies, knowledge & experience
- High level understanding and experience in DWDM network
- Good knowledge & experience in the Optical Fiber technologies, and Synchronization.
- Good understanding of routing and transport protocols (BGP, OSPF, IS-IS, MPLS etc.)
- Troubleshooting skills
- Analytical thinker & solution oriented Resilient planning & implementation
Must have technical / professional qualifications
- B-Tech degree Electrical or Electronic Engineering or IT related degree
- 3 - 5 years’ work experience in telecoms industry specific to Transmission Assurance (Maintenance) and Transmission Systems
- Minimum 5 years exposure in troubleshooting large IP/MPLS networks
- CCNA in Routing and Switching essential with CCNP advantageous
- Symmetric, Nokia and application thereof
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PRIMARY DUTIES AND KEY RESPONSIBILITIES- JOB SPECIFIC REQUIREMENTS
Administrative Support & System Maintenance
- Provide administrative support for IT systems, ensuring smooth day-to-day operations and proactively addressing technical issues to minimise disruption.
Cross-Functional Collaboration
- Collaborate with cross-functional teams to plan, implement, and maintain robust IT infrastructure solutions aligned with business needs.
Troubleshooting & Incident Management
- Assist in the identification, troubleshooting, and resolution of hardware and software issues on both desktop and server environments, ensuring minimal downtime and high productivity.
Onsite Hardware & Software Maintenance
- Perform onsite installation, updates, and repairs for computer systems, peripherals, and software, ensuring optimal performance and user satisfaction.
Technical Communication & Customer Support
- Deliver clear and effective communication to both technical and non-technical users, ensuring a high level of customer service and understanding.
User Account & Access Management
- Managed user accounts, permissions, and access controls across systems and platforms in compliance with company security policies.
Asset Management
- Tracked and maintained accurate records of hardware and software inventory.
Qualifications & Certifications
Preferred Certifications:
- CompTIA A+ / Network+ / Security+
- Microsoft Certified: Modern Desktop Administrator Associate
- ITIL Foundation (Advantageous)
- Cisco CCNA (Advantageous)
- Education:
- Diploma or degree in IT, Computer Science, or related field (or equivalent experience)
- Grade 12 or Equivalent
Experience:
- 1–3 years in an IT support, helpdesk, or technical support role (entry to mid-level)
- Experience supporting a hybrid or remote workforce is a plus
- Experience with Active Directory, SQL, Exchange, Networking Infrastructure
Soft Skills
- Strong communication skills: Able to explain technical issues to non-technical users
- Customer service mindset: Polite, patient, and empathetic under pressure
- Analytical thinking: Efficient root cause analysis and troubleshooting
- Team collaboration: Experience working with cross-functional or remote teams
- Time management: Able to prioritise incidents and balance workload
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A Technical Assistant is responsible for the following:
- Monitoring of elements and components making up the service.
- Attending to emails and telephone calls, reporting of faults and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment
- Identify unreachable or drops in services, log and manage until resolved
- Liaise with operational engineers and support teams to resolve network faults and restore services.
- Event monitoring and dispatching of tasks to relevant teams.
- Service dashboard monitoring to detect outages or degradation of services
- Manage, track, and update open incidents with field technicians and/or third parties.
- Resolve incidents to resolution.
- Use/Analyze current available reports to resolve network faults
- Provide first line maintenance information and root cause analysis.
- Answer agreed percentage of voice calls and emails within allocated service time.
DELIVERABLES, KEY INDICATORS AND ACTIVITIES
A technical operator has the following deliverables:
- Dispatching of tasks to relevant teams.
- Liaise with relevant teams and provide support
- Improve performance towards the client’s key performance indicators
- Adhere and follow incidents management process
- Manage expectations of third parties
- Ensure a mean to time to log (MTTL), mean time to dispatch (MTTD), mean time to restore (MTTR), mean time to close (MTTC) within allocated time.
Qualifications & Education Requirements
- 2/3 years of experience performing in a fault logging or incident management environment (Essential)
- 2/3 years of experience of working on Network Management Systems and fault diagnosis. (Essential)
- Tellabs/Nokia/Huawei/Cisco NMS experience will be Advantageous
- Matric/Grade 12 or NQF level 5 or higher (Essential)
- Knowledge of event management (Essential)
- Knowledge in Application Performance Monitoring (Advantageous)
- Basic understanding of Microwave fundamentals (Advantageous)
- Experience working with call traces (Advantageous)
- Experience working with Remedy fault management system (Advantageous)
- Experience working with Power BI and other reporting platforms (Advantageous)
Knowledge and Skills Required
- Analytical
- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Interpersonal skills
- Good judgment skills
- Good communication skills
- Behavioral Traits such as attitude, motivation, and time management
- Basic MS office skills (Word /Excel/ Outlook)
Special Requirements
- Most important, be prepared to perform in a 24/7 environment, shift work and overtime.
- Working hours will be allocated as per assigned operational roster.
- Must be able to report to different reporting lines simultaneously.
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ROLE AND RESPONSIBILITIES:
A Technical Assistant is responsible for the following:
- Monitoring Netcool and Network Management Elements in all regions across different NMS’s
- Attending to emails and telephone calls, reporting of faults and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment
- Identify unreachable (communications loss) elements, log and manage until resolved
- Manage, track & update open faults/incidents in-hand with operational teams until resolution & closure. [Including faults in-hand external and/or 3rd Party vendors]
- Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical assistants)
- Monitor and escalate major Regional failures affected by Transmission faults. Notify and update relevant Regional support teams to attend on failure.
- Use/Analyse current available reports to resolve current & legacy network faults
- Provide First Line Maintenance information and Root Cause Analysis
KEY PERFORMANCE INDICATORS:
The Operations Leader must review the following:
- Dispatching of tasks to relevant teams
- Liaise with relevant teams and provide support
- Improve Performance towards the Clients KPI
- Adhere and follow incidents management process
- Manage expectations of third parties
- Ensure a mean to time to log (MTTL), mean time to dispatch (MTTD), mean time to restore (MTTR), mean time to close (MTTC) within allocated time
Qualifications & Education Requirements
- Matric/Grade 12 (Essential) or NQF level 5 and higher
- ICT or Telecommunications certification would be advantageous.
- CCNA certification will be advantageous
Experience Required
- 2/3 years of experience performing in a fault logging or incident management environment (Essential)
- 2/3 years of experience of working on Network Management Systems and fault diagnosis. (Essential)
- Tellabs/Nokia/Nokia DWDM/Huawei/Cisco NMS experience will be Advantageous
- Matric (Essential)
- Knowledge of event management (Advantageous)
- Knowledge of problem Management (Advantageous)
- Knowledge in Application Performance Monitoring (Advantageous)
- Basic understanding of IP Networks fundamentals (Advantageous)
- Experience CMD/SSH/Putty commands (Advantageous)
- Experience in fault localization through element management platforms
- Experience working with Remedy fault management (ETOM) system (Advantageous)
- ITIL Foundation certification (Advantageous)
- Good IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous)
Knowledge and Skills Required
- Analytical
- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Interpersonal skills
- Good judgment skill
- Good communication skills
- Good behavioural Traits such as attitude, motivation and time management
- Basic MS office skills (Word /Excel/ Outlook)
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ROLE AND RESPONSIBILITIES:
A Technical Assistant is responsible for the following:
- Monitoring Netcool and Network Management Elements in all regions across different NMS’s
- Attending to emails and telephone calls, reporting of faults and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment
- Identify unreachable (communications loss) elements, log and manage until resolved
- Manage, track & update open faults/incidents in-hand with operational teams until resolution & closure. [Including faults in-hand external and/or 3rd Party vendors]
- Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical assistants)
- Monitor and escalate major Regional failures affected by Transmission faults. Notify and update relevant Regional support teams to attend on failure.
- Use/Analyse current available reports to resolve current & legacy network faults
- Provide First Line Maintenance information and Root Cause Analysis
KEY PERFORMANCE INDICATORS:
The Operations Leader must review the following:
- Dispatching of tasks to relevant teams
- Liaise with relevant teams and provide support
- Improve Performance towards the Clients KPI
- Adhere and follow incidents management process
- Manage expectations of third parties
- Ensure a mean to time to log (MTTL), mean time to dispatch (MTTD), mean time to restore (MTTR), mean time to close (MTTC) within allocated time
Qualifications & Education Requirements
- Matric/Grade 12 (Essential) or NQF level 5 and higher
- ICT or Telecommunications certification would be advantageous.
- CCNA certification will be advantageous
Experience Required
- 2/3 years of experience performing in a fault logging or incident management environment (Essential)
- 2/3 years of experience of working on Network Management Systems and fault diagnosis. (Essential)
- Tellabs/Nokia/Nokia DWDM/Huawei/Cisco NMS experience will be Advantageous
- Matric (Essential)
- Knowledge of event management (Advantageous)
- Knowledge of problem Management (Advantageous)
- Knowledge in Application Performance Monitoring (Advantageous)
- Basic understanding of IP Networks fundamentals (Advantageous)
- Experience CMD/SSH/Putty commands (Advantageous)
- Experience in fault localization through element management platforms
- Experience working with Remedy fault management (ETOM) system (Advantageous)
- ITIL Foundation certification (Advantageous)
- Good IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous)
Knowledge and Skills Required
- Analytical
- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Interpersonal skills
- Good judgment skill
- Good communication skills
- Good behavioural Traits such as attitude, motivation and time management
- Basic MS office skills (Word /Excel/ Outlook)
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ROLE AND RESPONSIBILITIES:
A Technical Assistant is responsible for the following:
- Monitoring of Radio elements 3G/ LTE /4G performance issues.
- Monitoring of Call performance and media gateway issues national and international.
- Attending to emails and telephone calls, reporting of faults and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the service degradation.
- Identify possible site problems and log and manage until resolved.
- Liaise with operational engineers and support teams to resolve faults to restore services.
- Event monitoring and dispatching of tasks to relevant teams.
- Service dashboard monitoring to detect outages or degradation of services
- Manage, track, and update open incidents with field technicians and/or third parties.
- Resolve incidents to resolution.
- Use/Analyze current available reports to resolve network faults
- Provide first line maintenance information and root cause analysis.
- Answer agreed percentage of voice calls and emails within allocated service time.
DELIVERABLES, KEY INDICATORS AND ACTIVITIES
A technical operator has the following deliverables:
- Dispatching of tasks to relevant teams.
- Liaise with relevant teams and provide support
- Improve performance towards the client’s key performance indicators
- Adhere and follow incidents management process
- Manage expectations of third parties
- Ensure a mean to time to log (MTTL), mean time to dispatch (MTTD), mean time to restore (MTTR), mean time to close (MTTC) within allocated time.
Qualifications & Education Requirements
- Matric/Grade 12 or NQF level 5 or higher (Essential)
- ICT or Telecommunications certification would be advantageous.
- Knowledge of event management (Essential)
- 2/3 years of experience performing in a fault logging or incident management environment (Essential)
- Knowledge and experience with various NMS’ will be Advantageous
- Knowledge and experience with various RAN NMS will be advantageous
- Knowledge in Application Performance Monitoring (Advantageous)
- Basic understanding of CDN international links (Advantageous)
- Experience working with call traces (Advantageous)
- Experience working with Remedy fault management system (Advantageous)
- Experience working with Power BI and other reporting platforms (Advantageous)
Knowledge and Skills Required
- Analytical
- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Interpersonal skills
- Good judgment skills
- Good communication skills
- Behavioral Traits such as attitude, motivation, and time management
- Basic MS office skills (Word /Excel/ Outlook)
Special Requirements
- Most important, be prepared to perform in a 24/7 environment, shift work and overtime.
- Working hours will be allocated as per assigned operational roster.
- Must be able to report to different reporting lines simultaneously.
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Key Responsibilities:
- Manage Service Delivery: Oversee the delivery of services to clients, ensuring they meet agreed service level agreements (SLAs) and operational level agreements (OLAs).
- Client Relationship Management: Develop and maintain strong relationships with clients, handling their expectations and resolving any issues that arise.
- Team Leadership: Lead and manage service operational teams, ensuring they are adequately trained and resourced.
- Service Improvement: Implement continuous improvement initiatives to enhance service delivery processes and procedures.
- Monitoring and Reporting: Track service levels, prepare regular reports for stakeholders, and ensure compliance with service delivery standards.
- Risk Management: Identify and manage risks associated with service delivery.
- Collaboration: Work closely with other departments to ensure seamless service delivery.
Qualifications & Education Requirements
- Education: bachelor's degree in business, IT, or a related field.
- Experience: Several years of experience in service delivery management or a related role.
- Certifications: Relevant certifications such as ITIL can be beneficial.
Experience Required
- 8/10 years of experience in an incident/event management environment (Essential)
- Expert understanding with ARS fault management system (Essential)
- Experience in SLA management (Advantageous)
- High level of IT knowledge and experience (Advantageous)
- Cellular infrastructure knowledge (Advantageous)
Knowledge and Skills Required
- Leadership: Strong leadership and interpersonal skills to manage teams and client relationships.
- Problem-Solving: Ability to identify and rectify service delivery issues, including conducting root cause analysis.
- Communication: Excellent communication skills for effective stakeholder management and post-incident reviews.
- Technical Knowledge: Understanding of service delivery processes and methodologies.
- Customer Focus: Passion for delivering end-to-end customer-driven solutions.
Special Requirements
- Must be prepared to work outside of “working hours”.
- Must be able to report to different reporting lines simultaneously.
Method of Application
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