Available Positions at BETSoftware

Skill Set

• Data Warehouse, Lake and Lakehouse architecture patterns.
• Distributed data processing using frameworks such as Spark or Flink.
• Designing and supporting batch and near-real-time ingestion pipelines.
• Building incremental, idempotent, and fault-tolerant data pipelines.
• Data quality, reconciliation, and observability practices.
• Metadata, lineage, governance, and access control concepts.
• Analytical data modelling and efficient data structures for warehouse and large-scale query workloads.
• Medallion architecture such as Bronze, Silver, and Gold layers.
• Open table formats such as Iceberg.
• Schema evolution, partitioning strategies, file optimisation, and storage layout tuning.
• Event-driven or streaming platforms such as Kafka, Pulsar, or Redpanda.
• Columnar or high-performance analytical platforms such as ClickHouse.
• CI/CD pipelines, deployment automation, and engineering standards for data workloads.
• Experience improving reliability, performance, and scalability across production data platforms.
• Familiarity with monitoring, alerting, observability, and operational support practices.
• Exposure to containerised or clustered environments such as Kubernetes, OpenShift, or similar platforms.
• Strong debugging capability across data, pipeline, compute, and platform layers.
• Strong sense of ownership and accountability.
• Comfortable making technical trade-offs while remaining pragmatic and hands-on.
• Excellent problem-solving and communication skills.
• Able to collaborate effectively with technical and non-technical stakeholders.
• Passionate about building scalable, maintainable, and well-documented systems.
• Committed to sharing knowledge and raising engineering standards across the team.

Responsibilities

Data Platform Engineering:

• Design, build, and improve critical batch and near-real-time data pipelines that support enterprise analytics and operational use cases.
• Develop reusable engineering patterns for ingestion, transformation, storage, and serving layers across the platform.
• Own important platform components and ensure they are reliable, scalable, and supportable in production.
• Contribute directly to the modernisation of legacy data workflows into stronger platform-aligned solutions.

Lakehouse Architecture & Scalable Processing:

• Contribute to the design and evolution of the enterprise data lake or lakehouse platform.
• Implement and refine engineering standards for storage layout, transformation patterns, and data processing frameworks.
• Optimise partitioning, schema evolution, and file organisation to improve performance and maintainability.
• Build and support distributed data processing solutions using modern frameworks and platform tooling.

Data Quality, Reliability & Governance:

• Design and implement data quality, reconciliation, and observability controls for critical datasets and platform flows.
• Ensure key pipelines and datasets meet expectations for freshness, completeness, accuracy, and recoverability.
• Strengthen metadata, lineage, and documentation practices across the platform.
• Work with governance and security stakeholders to support compliant, well-controlled data management practices.

Technical Leadership & Collaboration:

• Partner with BI, analytics, software engineering, product, and business stakeholders to understand and support data use cases.
• Translate business and platform requirements into scalable, well-engineered technical solutions.
• Provide hands-on technical leadership during planning, design, implementation, and operational improvement.
• Mentor intermediate and junior data engineers through code reviews, design guidance, and practical knowledge-sharing.

Continuous Improvement & Innovation:

• Identify opportunities to improve platform performance, resilience, scalability, and cost efficiency.
• Drive automation, standardisation, and maintainability across the data platform.
• Evaluate new tools or patterns where they provide clear value to the platform or team.
• Help grow the maturity of BET Software's data engineering capability over time.

Tech Environment:

• The platform may include a combination of established and modern technologies such as: SQL Server, Python, Spark, Flink, Airflow, Object storage, Open format Tables, Kafka / Redpanda, ClickHouse or similar columnar analytical stores, Git and CI/CD tooling, Kubernetes, OpenShift, or similar runtime environments.

Qualifications

• Degree or diploma in IT, Computer Science, Engineering, or a related technical discipline.
• 6+ years of experience in data engineering, ETL/ELT development, or data platform engineering.
• Strong hands-on SQL expertise, including advanced performance tuning, query optimisation, indexing strategies, and efficient analytical data design.
• Proven experience building and operating modern data platform components in production environments.
• Strong experience working with object storage in cloud or on-premises environments.
• Experience with workflow orchestration platforms such as Airflow, SQL Server Agent, or similar.

Technical & Architectural Skills:

• Data Warehouse, Lake and Lakehouse architecture patterns.
• Distributed data processing using frameworks such as Spark or Flink.
• Designing and supporting batch and near-real-time ingestion pipelines.
• Building incremental, idempotent, and fault-tolerant data pipelines.
• Data quality, reconciliation, and observability practices.
• Metadata, lineage, governance, and access control concepts.
• Analytical data modelling and efficient data structures for warehouse and large-scale query workloads.

Experience in the following areas is highly valuable:

• Medallion architecture such as Bronze, Silver, and Gold layers.
• Open table formats such as Iceberg.
• Schema evolution, partitioning strategies, file optimisation, and storage layout tuning.
• Event-driven or streaming platforms such as Kafka, Pulsar, or Redpanda.
• Columnar or high-performance analytical platforms such as ClickHouse.
• CI/CD pipelines, deployment automation, and engineering standards for data workloads.

Platform & Engineering Practices:

• Experience improving reliability, performance, and scalability across production data platforms.
• Familiarity with monitoring, alerting, observability, and operational support practices.
• Exposure to containerised or clustered environments such as Kubernetes, OpenShift, or similar platforms.
• Strong debugging capability across data, pipeline, compute, and platform layers.

Personal Attributes:

• Strong sense of ownership and accountability.
• Comfortable making technical trade-offs while remaining pragmatic and hands-on.
• Excellent problem-solving and communication skills.
• Able to collaborate effectively with technical and non-technical stakeholders.
• Passionate about building scalable, maintainable, and well-documented systems.
• Committed to sharing knowledge and raising engineering standards across the team.

Living the Spirit 

• Engages in cross-functional collaboration and problem solving while contributing to an inclusive team culture.
• Supports a culture of adaptability, accountability, and shared success across the department and wider business.
• Shows up authentically and contributes to team outcomes by working effectively with diverse colleagues and perspectives.
• Approaches challenges as opportunities to learn, improve, and help others grow.

Apply Before 08/31/2026

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Skill Set

• SQL
• CI/CD pipelines
• Hadoop
• SQL MS 
• Data engineering
• Data warehousing
• Python, Java, or Scala 
• Analytical
• Machine Learning
• Problem Solving

Data Platform Engineering:

• Build, maintain, and improve batch and near-real-time data pipelines that support analytics and operational use cases.
• Contribute to ingestion, transformation, storage, and serving layers within the enterprise data platform.
• Develop reliable and maintainable data processing logic using SQL, Python, and related tooling.
• Help modernise legacy data workflows into more scalable and supportable patterns.

Lakehouse Architecture & Scalable Processing:

• Contribute to the implementation and improvement of data lake or lakehouse components.
• Support the preparation of data for efficient analytical use across warehouse and large-scale storage environments.
• Assist with data layout, partitioning, and optimisation practices that improve platform performance and maintainability.
• Work with senior engineers to apply platform standards and architectural patterns consistently.

Data Quality, Reliability & Governance:

• Build and maintain data quality checks, reconciliation logic, and pipeline validation routines.
• Help ensure datasets meet expectations for freshness, completeness, and accuracy.
• Support metadata, lineage, and documentation practices that improve trust and transparency.
• Troubleshoot pipeline failures, data discrepancies, and performance issues in production.

Collaboration & Delivery:

• Partner with BI, analytics, software engineering, product, and business stakeholders to understand and support data use cases.
• Translate business and platform requirements into scalable, well-engineered technical solutions.
• Participate in planning, estimation, implementation, testing, and deployment activities.
• Contribute to code reviews, documentation, and shared engineering standards.

Continuous Improvement & Innovation:

• Identify opportunities to improve automation, reliability, scalability, and maintainability across the platform.
• Stay current with emerging data engineering practices, tools, and patterns.
• Grow technical capability in modern data platform engineering through hands-on project delivery.

Tech Environment:

• The platform may include a combination of established and modern technologies such as: SQL Server, Python, Spark, Flink, Airflow, Object storage, Open format Tables, Kafka / Redpanda, ClickHouse or similar columnar analytical stores, Git and CI/CD tooling, Kubernetes, OpenShift, or similar runtime environments.

Qualifications

• Degree or diploma in IT, Computer Science, Engineering, or a related technical discipline.
• 2 to 4 years of experience in data engineering, ETL/ELT development, or data platform engineering.
• Hands-on SQL experience, including query optimisation, indexing, and performance tuning.
• Experience building and maintaining batch data pipelines in production environments.
• Exposure to data platform concepts such as data warehouse, data lake architecture, or object storage.
• Experience with orchestration platforms such as Airflow, Dagster, or similar.

Living the Spirit 

• Engages in cross-functional collaboration and problem solving while contributing to an inclusive team culture.
• Supports a culture of adaptability and shared accountability across the department and wider business.
• Shows up authentically and contributes to team success by working effectively with diverse colleagues and perspectives.
• Approaches challenges as opportunities to learn, improve, and help others grow.

Apply Before 08/31/2026

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Skill Set

• Contact Centre Systems, CRM Platforms, Telephony, IVR, and Routing Knowledge 
• Requirements Gathering and Documentation 
• Testing, Deployment, and Change Control Support 
• Analytical Thinking and Problem Solving 
• Reporting and Communication 
• Planning, Coordination, and Task Management 
• Stakeholder Engagement and Cross-Functional Collaboration 
• Attention to Detail 
• Continuous Improvement Mindset 
• Ability to Follow Processes and Governance Requirements 
• Proactive, Accountable, and Solution-Oriented Approach 
• Adaptability and Willingness to Learn

Responsibilities

Access Layer Support and Reporting

• Assist with monitoring access layer channels, including chat, email, and voice. 
• Support the collection and interpretation of data related to telephony, interaction systems, and access layer frameworks. 
• Assist with preparing basic reports on system performance, trends, and operational issues. 
• Identify and escalate system-related issues, risks, or improvement opportunities. 
• Support the maintenance of reporting structures and access to measurement information. 

Contact Centre Systems Support

• Assist with the configuration, support, and maintenance of contact centre systems. 
• Support basic routing, IVR, CRM workflow, channel, and customer interaction platform changes. 
• Monitor system functionality and escalate issues to senior team members where required. 
• Assist operational teams with system-related queries and support requests. 
• Support continuous improvement activities across contact centre and access layer platforms. 

Technical Implementation Support

• Assist with technical implementation activities, including configuration, testing, deployment, and post-implementation checks. 
• Support the gathering and documentation of business and system requirements. 
• Assist with translating business needs into documented technical actions under guidance. 
• Support the preparation of Business Requirement Documents, technical documentation, process flows, and implementation support material. 
• Work with technical teams to clarify requirements and assist with accurate system changes. 

Stakeholder Engagement and Collaboration

• Work with business users, technical teams, operations, vendors, and service providers to support implementation activities. 
• Attend workshops, meetings, and discussions related to system changes and implementations. 
• Communicate updates, issues, and progress to relevant team members and stakeholders. 
• Maintain effective working relationships across teams and business units. 
• Support cross-functional collaboration to ensure smooth delivery of technical solutions. 

Change Control, Governance, and Documentation

• Support change control and governance processes for system changes. 
• Assist with documenting system changes, approvals, testing evidence, and implementation outcomes. 
• Ensure assigned tasks are completed in line with organisational standards and best practice principles. 
• Follow approved processes for system updates, changes, and implementation activities. 
• Assist with maintaining accurate and up-to-date support and implementation documentation. 

Testing, Deployment, and Post-Implementation Support

• Assist with functional testing, user acceptance testing, integration testing, and post-deployment checks. 
• Support the identification, tracking, and escalation of defects or implementation issues. 
• Assist with deployment preparation and release readiness activities. 
• Provide basic post-implementation support to assist with stabilisation and user adoption. 
• Document issues, lessons learned, and improvement areas after implementations. 

Vendor and Service Provider Support

• Assist with liaising with vendors and service providers on implementation and support activities. 
• Support the tracking of vendor deliverables, timelines, issues, and dependencies. 
• Escalate vendor-related risks, delays, or concerns to senior team members. 
• Assist with reviewing vendor feedback, system updates, and enhancement recommendations.
• Support continuous improvement of vendor-supported systems and services. 

Training and Team Support

• Assist with preparing training materials, user guides, and support documentation.  
• Support training and knowledge-sharing sessions for team members and business users. 
• Assist users during system changes, process updates, and new implementations. 
• Provide administrative and technical support to the implementation team. 
• Promote knowledge sharing and continuous improvement within the team.
• Flexible to provide standby support outside of normal business hours.

Qualifications

• Matric: Required. 
• Diploma or Degree: Preferred.
• Entry-level to junior experience supporting technical implementations, contact centre systems, CRM platforms, telephony, IVR, routing, chat, email, voice, or customer interaction environments.
• Basic understanding of contact centre systems, CRM platforms, telephony solutions, routing logic, IVR, and access layer frameworks.
• Experience or exposure to working with business stakeholders, technical teams, vendors, service providers, or operational teams.
• Experience or exposure to preparing system documentation, reports, implementation notes, process flows, or support material.
• Exposure to testing, deployment, change control, or post-implementation support activities.
• Ability to assist with gathering and documenting business and system requirements.
• Ability to follow technical instructions, processes, and governance requirements.
• Basic analytical and problem-solving skills.
• Good reporting, documentation, and communication skills.
• Good planning, coordination, and follow-up ability.
• Strong attention to detail and willingness to learn.
• Ability to work across multiple teams and business units.
• Ability to manage assigned tasks and escalate issues where required.
• Business-focused with a continuous improvement mindset.
• Proactive, accountable, structured, and solution-oriented.

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Skill Set

• Working knowledge of Typescript.
• Fundamental experience with databases (especially MySQL/Postgres’s).
• Working knowledge of caching and messaging systems such as Redis, RabbitMQ, and AMQP protocols.
• Familiarity with configuration management tools such as SaltStack or equivalent automation frameworks.
• Strong understanding of microservices architecture and message-oriented middleware, with experience designing and implementing distributed systems.
• Strong understanding of databases (e.g. SQL).
• Experience with containerisation (Docker, Kubernetes) (Advantageous).

Responsibilities

• Design, develop, and maintain scalable backend services and APIs that form the core of our iGaming SaaS product.
• Enhance and extend the functionality and scalability of our existing platform to meet evolving business needs and user demand.
• Build and maintain integrations with various partner APIs, ensuring seamless data exchange and service interoperability.
• Implement new features and improvements for our Remote Gaming Server (RGS) with a strong focus on performance, security, and reliability.
• Collaborate closely with frontend developers, product managers, QA engineers, and DevOps teams to deliver robust solutions end-to-end.
• Participate in architectural discussions, code reviews, and contribute to best practices for backend development and deployment.
• Monitor system performance and troubleshoot issues, implementing fixes and optimizations proactively.
• Advocate for clean, maintainable, and testable code with thorough documentation.
• Stay up to date with industry trends and emerging technologies relevant to backend development and the iGaming sector.

Qualifications

• Minimum of 5 years' software development experience in a commercial environment.
• At least 2 years' experience developing applications using TypeScript and Node.js.
• Strong experience working with PostgreSQL and other SQL-based database technologies.
• Experience with Redis and caching technologies.
• Experience developing and consuming RESTful APIs.
• Experience with Docker and containerised application development.
• Experience using Git for source control and version management.
• Understanding of CI/CD principles and software deployment practices.
• Strong troubleshooting, debugging, and problem-solving skills.
• Solid understanding of microservices architecture and distributed systems.
• Experience working with message-oriented middleware and messaging technologies, including RabbitMQ, Redis messaging, and AMQP protocols.
• Relevant Degree or Diploma in Computer Science, Information Technology, Software Engineering, or a related field (or currently studying towards one).
• Experience with container orchestration platforms such as Kubernetes.
• Familiarity with configuration management and automation tools such as SaltStack or similar frameworks.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform (GCP).
• Experience working with message queue technologies such as RabbitMQ or Kafka.
• Previous experience within the online gambling or gaming industry.
• Knowledge of regulatory and compliance requirements within the gaming industry.

Advantageous:

• Relevant Degree or Diploma in Computer Science, Information Technology, Software Engineering, or a related field (or currently studying towards one).
• Experience with container orchestration platforms such as Kubernetes.
• Familiarity with configuration management and automation tools such as SaltStack or similar frameworks.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform (GCP).
• Experience working with message queue technologies such as RabbitMQ or Kafka.
• Previous experience within the online gambling or gaming industry.
• Knowledge of regulatory and compliance requirements within the gaming industry.

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Responsibilities

Job Responsibilities:

Leading the IT Helpdesk Team

• Provide daily direction and communication to team members to ensure helpdesk tickets are answered in timeously, and efficient manner. 
• Assist the team in resolving complaints and escalations from end users and management.
• Administer customer service duties such as quality analysis on call and ensure fast turnaround time on ticket resolution.
• Oversee the tickets to completion.
• Conduct scrum meeting with the IT Helpdesk Team as the scrum master. 
• Provide team with effective and efficient troubleshooting methodology to ensure efficiency of the team.
• Be the point of contact for all time and attendance issues the team member might have. 
• Interface when necessary with stakeholders or 3rd party vendors to obtain any assistance required.
• Ensure correct entries are inserted into the IT Service Management Tool 4Me and Genesys.

Technical Support and escalations

• Provide hands on day to day technical support for team members 
• Responsible for all connectivity alerts and backup alerts
• Provide basic training on core software and hardware used 
• Point of contact for customer complaints or escalations

Building on KMDB & Documentation Reporting

• Compile technical standard operating procedures for all known errors 
• Compile daily, weekly and monthly reporting on IT Helpdesk statistics 

Customer Centricity

• Feedback to customer on status of all unresolved escalated queries 
• Ensure protection of all user’s data in compliance with company policies 

Continuous improvement

• Ensure adherence to policies and procedures by team members and to continuously evaluate for improvements 
• Ensure attention is given to employee experience
• Focus on a proactive approach rather than a reactive one
• Evaluate, analyze and provide necessary recommendations for improvement to Leadership based on user feedback and technical observations

Admin and technical assistance for ADHOC Infrastructure Projects 

• Constructively participate as a member of the wider IT Department 
• Undertake any other tasks or once-off projects which may be assigned from time-to-time
• Demonstrate professional skills and a high standard of integrity

Living the spirit: 

The job obligations of an IT Helpdesk Team Leader go well beyond what is listed above. Ensuring that you are living and applying our fundamental company values in your day-to-day tasks is critical to the success of Global Support and BET Software as a whole. We have outlined how you will bring our core company values to life in your role below:

• Continuously embracing the power of teamwork to overcome challenges and find innovative solutions to make a positive impact within the Global Support Team. Take the initiative to make improvements and guide change management within the team. 
• Empower and enable team members to be themselves, fostering an environment where individual strengths shine.
• Act as a mentor and coach to team members, fostering their growth and development.
• Lead by example, encouraging authenticity and openness amongst the team and promoting a collaborative and inclusive work environment.
• Demonstrate expert-level conflict resolution skills, resolving complex team dynamics and technical disputes constructively.
• Approach each day with a strategic mindset, identifying long-term opportunities for improvement within the IT branch support Team. 
• Exhibit strong leadership in crisis situations, guiding the team through challenging and high-pressure scenarios.
• Uphold high moral and ethical standards in all your actions and decisions.
• Embrace each day as an opportunity to learn and grow in the ever-evolving field of IT. Every day brings a new adventure in troubleshooting and finding solutions for our clients and greater team. 
• Assume responsibility for all duties and responsibilities, ensuring that they are accomplished to the best of your ability. It is critical to remember that even when assisting other departments, you are still representing Global Support. Your work will represent the Global Support Team as a whole.

Qualifications

Job Specification:

• Diploma or Degree in Computer Systems advantages
• CompTia A+ and N+ is Advantageous 
• At least 3 years’ experience in supervising or team lead within a service desk / help desk environment, infrastructure remote support.
• Server administration knowledge will be beneficial 
• Microsoft Technology Associate (MTA)  (Advantageous)
• Experience with Office 365 and Azure (Advantageous)
• ITIL Foundation certification (Advantageous)

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Skill Set

• After hours availability for critical support when required.
• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Excellent written and verbal communication skills – especially writing professional reports.
• Strong telephonic and written etiquette.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Knowledge of network troubleshooting skills.
• Professional and punctual approach.
• Commitment to customer service and exceptional attention to details.
• High level of integrity and confidentiality.
• Able to work under pressure.
• Highly self-motivated.
• Systems troubleshooting.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

Responsibilities

Job Responsibilities:

Technical support

• Performs general problem solving and assistance on diverse software applications and hardware systems for Hollywood Group/BET Software users.
• Management of ITSM ticketing system aligned with ITIL framework, Reporting, and time management.
• Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts
• Communicate, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
• Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 365.
• Troubleshooting of telecommunications, including DSL lines, all fiber lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
• Troubleshoot and repair hardware-related faults
• Handle escalations related to IT infrastructure issues, including coordinating with Level 3 support teams and external vendors to resolve complex technical issues.
• Administer user accounts on Active Directory, including creating, modifying, and disabling accounts as needed.
• Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts
• Installation and maintenance of network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
• Knowledge of a wide range of computer systems software, applications, hardware, networking, anti-virus products and communications.
• Troubleshooting of VPN connections using Fortinet solutions.
• Provide basic end-user training.
• Adhere to clearly defined Escalation Matrices and ITSM RACI.
• Physical effort may be required.

Administration

• Management of customer escalations to provide service excellence.
• Drafting relevant SOPs that will improve business operations and increase team efficiency. 
• Troubleshoot and Respond to Multichannel Tickets logged within the required response and resolution as aligned to the Service Level Agreements (SLA).
• Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
• Log all time correctly and accurately in the ticketing system.
• Assign tickets correctly according to priority and technician skill sets
• Audit old tickets (On -hold, Pending, Stale, Breached, and 5 days and older), ensuring the team keeps these tickets at a minimum.
• Reporting on daily tasks completed and stumbling blocks 

Customer Centricity

• Feedback to customers on the status of all unresolved queries.
• Ensure the protection of all user’s data in compliance with company policies.
• May be required to visit various Customer sites (Betting branches, Racecourses, offices and Stadiums) for physical equipment troubleshooting

Team Work

• Constructively participate as a member of the wider IT Department.
• Undertake any other tasks or once-off projects which may be assigned from time to time.
• Provides individual and/or group instruction and training to Level 1s, and/or Graduates on new or updated technologies
• May lead lower graded Team members i.e. Level 1s, and/or Graduates in performing the same or similar type of work.
• Must follow the handover process at the end of the shift.
• May participate on technology projects with large scope and broad organizational impact.
• Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions for all Bet Software services and third-party products.

Living the spirit: 

The job obligations of an IT Helpdesk Technician L2 go well beyond what is listed above. Ensuring that you are living and applying our fundamental company values in your day-to-day tasks is critical to the success of Global Support and BET Software as a whole. We have outlined how you will bring our core company values to life in your role below:

• Continuously embracing the power of teamwork to overcome challenges and find innovative solutions to make a positive impact within the Global Support Team. Take the initiative to make improvements. 
• Encouraging a supportive and inclusive environment where every team member's contribution is valued. It’s always important to remember that success is a collective achievement, and we celebrate it as a team.
• Support Junior IT Helpdesk Technicians / Interns and share your knowledge to help them upskill and develop in their role and career. 
• Lead by example, encouraging authenticity and openness amongst the team
• Uphold high moral and ethical standards in all your actions and decisions.
• Take ownership of complex issues, driving them to resolution and ensuring accountability for your work.
• Embrace each day as an opportunity to learn and grow in the ever-evolving field of IT. Every day brings a new adventure in troubleshooting and finding solutions for our clients and greater team. 
• Be willing to explore new approaches and technologies, pushing the boundaries of what is possible in IT support.
• Uphold the importance of remaining accountable for your actions and decisions. 
• Assume responsibility for all duties and responsibilities, ensuring that they are accomplished to the best of your ability. It is critical to remember that even when assisting other departments, you are still representing Global Support. Your work will represent the Global Support Team as a whole.

Qualifications

Job Specification:

Minimum Requirements: 

• Matric
• Required relevant qualifications in IT 
• IT Certification or course preferably A+, N+ from a recognized institution 
• At least 2 years’ experience in a service desk/help desk environment, infrastructure remote support.
• Experience with service-level agreements and ticket management tools. 
• Experience in networking and telecommunications 
• Experience in Microsoft suite applications.
• A+ & N+, qualification from CompTIA (Advantageous) 
• 0365 and Azure (Advantageous)
• ITIL Foundation certification (Advantageous)

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Skill Set

• Excellent time management and planning skills.
• Excellent verbal and written communication skills. 
• Analytical skills.
• Critical thinking and problem-solving skills essential.

Responsibilities

Administrative management:

• Schedules and attends stand up meeting for their allocated Teams.
• Prepares meeting minutes and distributes minutes to all relevant Team Members / Managers / Team Leaders.
• Regular updates made to the Time and Attendance system. It is imperative that all Team Members hours are captured accurately, and the system is kept up to date. Ensures that all Team Members’ hours are accurately captured/updated on the Time and Attendance system by monitoring and managing for the team and escalates where necessary. 
• Reports extracted from Jarrison should be effectively utilized, to ensure time management of Team Members from start of day to end of day. 
• Plans the weekly remote and support roster and ensures that the roster is distributed to the team timeously.
• Maintains planning foresight and the Project Team calendar.
• Plan, document and records knowledge sharing sessions.
• Ensures all decisions and changes are discussed are then documented and stored accordingly. 
• Works with key stakeholders to plan and track the delivery of projects from kick-off to closure.
• Tracks the day-to-day delivery of the projects.
• Handles routine administration queries and admin request received from Team Leaders and be able to resolve these efficiently and effectively. 
• Adheres to all administration policies, processes, systems, and procedures in the performance of administrative and other duties. 
• Maintains an accurate electronic filing system ensuring that information is kept confidential. 
• Operates in a neat, effective, and organised manner. 
• Opens and sorts incoming e-mails to delegated department inboxes, according to priority and brings urgent material to the attention of the Team Leader. 
• Works closing with the Team Leader to maximise productivity of the team. 
• Schedules daily /weekly catch-up session with Team Leader to ensure effective communication of Team related assignments. 
• Maintains an effective and productive relationship with Team Members. 
• Present progress and results of tasks to management and other interested parties in the form of  a weekly / monthly report. 
• Conduct regular analyses of processes and procedures and making adjustments when necessary.
• Plan and co-ordinate team building initiatives or events in the team, where necessary. 

Behavioural Outputs: 

Adaptably Resilient 

• Adapts to change and is open to new ideas and willing to take on new responsibilities. 
• Able to handle pressure and can effectively adjust plans to meet changing needs/demands. 
• Changes his/her interpersonal style and approach based on the circumstances. 
• Adapts behaviour to maintain cooperative relationships with others.
• Accepts changes to task, plans, and procedures in order to align with strategic direction of the organization and appropriately adjusts behaviour and activities to changing conditions. 
• Maintains a positive attitude in the face of change. 

Living the Spirit

• Embrace a curious mindset and eagerness to explore new technologies, methodology, tools, and techniques and utilize this as an opportunity to develop on growth. 
• Maintain open and transparent communication with your team by tracking and reporting on team progress, thus ensuring the team is informed, and aligned. 
• Co-ordinate team activities and projects efficiently and ensuring a smooth workflow. 
• Clearly defining the roles and responsibilities of each team member to minimize confusion and overlaps and ensuring everyone understands their specific contributions towards achieving the teams’ goals.
• Openness to different ideas, approaches and viewpoints and willingness to adapt work to align with the teams’ goals and priorities.
• Facilitate meetings and discussions to encourage collaboration and decision-making.

Qualifications

• Minimum of 1 - 2 years' experience in administration / Customer service.
• Minimum of 1 - 2 years' experience in a Software Development environment.
• Excellent time management and planning skills.
• Excellent verbal and written communication skills. 
• Cooperative and communicative attitude with executive staff, managers, and employees.
• Analytical skills to monitor progress of an undertaking and identify areas needing adjustment or improvement.
• Critical thinking and problem-solving skills essential.
• Willingness to manage multiple tasks at once and adhere to guidelines and deadlines.

Advantageous:

• Relevant Business Administration qualification.
• Prior experience within a software development environment.

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Skill Set

• CRM, Contact Centre, Telephony, IVR, Routing, Chat, Email, and Voice Platform Expertise
• Technical Implementation Leadership
• Business Requirements Analysis and Technical Specification Development
• Implementation Planning and Delivery
• Testing, Deployment, Change Control, and Post-Implementation Management
• Business Requirements Documentation (BRDs) and Technical Documentation
• Operational Readiness Planning
• System Implementation Methodologies and Governance
• Change Management and Best Practice Delivery
• Cross-Functional Team Leadership
• Risk, Dependency, and Issue Management
• Analytical Thinking, Problem Solving, and Decision Making
• Stakeholder Management and Facilitation
• Communication, Reporting, Documentation, and Presentation Skills
• Multi-Priority, Deadline, and Project Coordination Management
• Attention to Detail
• Continuous Improvement Mindset
• Proactive, Accountable, Structured, and Solution-Oriented Leadership
• Strong Business Acumen and Delivery Focus

Responsibilities

Technical Implementation Leadership

• Lead the end-to-end implementation of CRM, contact centre, telephony, routing, IVR, chat, email, voice, and other access layer solutions.
• Provide technical guidance and direction to implementation teams throughout the delivery lifecycle.
• Ensure implementation activities are aligned with business objectives, operational requirements, and customer experience goals.
• Oversee the planning, execution, testing, deployment, and post-implementation support of technical solutions.
• Identify implementation risks, dependencies, and constraints, and ensure mitigation plans are in place.

Business Requirements and Solution Design

• Engage with business stakeholders to understand requirements, challenges, and desired outcomes.
• Translate business requirements into clear technical specifications and implementation plans.
• Review and validate Business Requirement Documents, functional specifications, and technical documentation.
• Ensure technical solutions are fit for purpose, scalable, sustainable, and aligned to operational needs.
• Work with technical teams to ensure requirements are accurately interpreted and implemented.

Contact Centre and Access Layer Optimisation

• Monitor implementation outcomes to ensure improved efficiency, system performance, and customer satisfaction.
• Recommend enhancements to improve contact centre performance and user experience.
• Collaborate with operational teams to ensure implemented solutions support business processes effectively.

Stakeholder Engagement and Collaboration

• Act as the primary technical implementation contact for business stakeholders, technical teams, operations, vendors, and service providers.
• Facilitate workshops, planning sessions, and technical discussions to align stakeholders on implementation objectives.
• Build and maintain strong working relationships across multiple teams and business units.
• Communicate implementation progress, risks, issues, and decisions to relevant stakeholders.
• Support cross-functional collaboration to ensure seamless delivery of technical initiatives.

Change Control, Governance, and Best Practice

• Ensure all implementation activities follow approved change control and governance processes.
• Oversee system changes to ensure they are documented, tested, approved, and implemented in a controlled manner.
• Promote best practice approaches across technical implementation, system configuration, and operational readiness.
• Ensure implementation documentation is complete, accurate, and maintained for future reference.
• Support audit, compliance, and governance requirements related to system changes and implementations.

Testing, Deployment, and Operational Readiness

• Coordinate testing activities, including functional testing, user acceptance testing, integration testing, and post-deployment validation.
• Ensure defects, issues, and implementation gaps are tracked, prioritised, and resolved.
• Support deployment planning, rollback planning, and release readiness activities.
• Ensure business teams are prepared for new system functionality, process changes, and operational impacts.
• Provide post-implementation support to ensure successful adoption and stabilisation.

Vendor and Service Provider Management

• Work closely with external vendors and service providers to deliver technical implementation objectives.
• Coordinate vendor activities, timelines, deliverables, and technical dependencies.
• Review vendor recommendations and ensure proposed solutions align with business and technical requirements.
• Escalate vendor-related risks, delays, or performance concerns where required.
• Support continuous improvement of vendor-supported platforms and services.

Training and Team Support

• Support the development of training materials, user guides, and implementation support documentation.
• Facilitate knowledge-sharing sessions to upskill team members and business users.
• Provide guidance and support to team members during system changes and implementation activities.
• Assist teams in understanding new functionality, process changes, and technical impacts.
• Encourage continuous learning and improvement within the implementation environment.
• Flexible to provide standby support outside of normal business hours.

Qualifications

• Matric Required
• Diploma/Degree: Preferred
• Experience leading technical implementations within CRM, contact centre, telephony, IVR, routing, chat, email, voice, or customer interaction environments.
• Experience translating business requirements into technical specifications and implementation plans.
• Experience working with business stakeholders, technical teams, vendors, service providers, and operational teams.
• Experience coordinating testing, deployment, change control, and post-implementation support activities.
• Experience preparing Business Requirement Documents, technical documentation, reports, implementation plans, and operational readiness documentation.
• Strong understanding of contact centre systems, CRM platforms, telephony solutions, routing logic, IVR, and access layer frameworks.
• Knowledge of system implementation methodologies, governance processes, change management, and best practice delivery principles.
• Ability to lead cross-functional teams and drive implementation activities to successful completion.
• Ability to identify risks, manage dependencies, resolve issues, and escalate where required.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, facilitation, and stakeholder management skills.
• Strong reporting, documentation, and presentation skills.
• High attention to detail with the ability to manage multiple priorities and deadlines.
• Business-focused with a continuous improvement mindset.
• Proactive, accountable, structured, and solution-oriented.

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Skill Set

• Programming Languages (C#, .NET, SQL).
• Cloud Platforms (AWS, Azure, OpenShift) and Kubernetes. 
• Confluent Control Center, Dynatrace, Splunk, DataDog.
• CI/CD pipelines and Infrastructure as Code (Terraform, Ansible, Helm).

Responsibilities

Technical Leadership and System Architecture

• Take ownership of designing high- level architecture for critical systems and services.
• Define and evolve the architecture of high-performance, scalable backend systems.
• Make key architectural decisions involving microservices, APIs, messaging, storage, and system integration.
• Ensure that technical solutions align with business objectives, system scalability, and operational requirements.
• Collaborate with Architects and Engineering Leads to create technical roadmaps that support product growth and long-term system health.
• Communicate architectural concepts and trade-offs clearly to both technical and non-technical audiences.
• Identify technical debt and refactor where appropriate to improve code readability, reliability, and resilience, while keeping solutions simple and avoiding unnecessary complexity.

Software Development and Quality

• Lead the development of robust, maintainable backend solutions using C# and .NET (Core and above).
• Champion clean code principles, modern design patterns, unit testing, and secure coding practices.
• Conduct code and design reviews, setting the standard for software quality across multiple Teams.
• Help Teams adopt best practices in CI/CD, version control, containerisation, and automation.

System Monitoring, Performance and Optimisation

• Lead troubleshooting and root cause analysis for complex production issues.
• Use tools like Prometheus, Grafana, ELK, or Confluent Control Centre to monitor distributed systems. 
• Continuously evaluate and optimise system performance through load testing, tuning, and scaling strategies.

Security and Compliance

• Ensure all software solutions follow secure coding standards, encryption practices, and regulatory compliance requirements.

Mentorship and Technical Growth

• Mentor development teams, helping them grow their technical skills and architectural thinking.
• Promote engineering excellence through knowledge sharing, workshops, and code walkthroughs.
• Influence technical culture by being a thought leader and advocating for collaboration, innovation and continuous improvement.

Qualifications

Job Specification:

• A completed or studying towards a degree or Diploma in Computer Science, Computer Engineering, Information Technology, Information Systems, or a related technical computer system discipline.
• 10+ years of software development experience, with 5+ years focused on specialist tech stack systems.
• Technical leadership experience is required.
• Proficiency with distributed systems.
• At least 5 years working experience with monitoring tools (Dynatrace, Prometheus, Grafana, Splunk, Datadog) and Data storage (MS SQL, Cockroach DB, Redis, Elastic, Couch),
•  Familiarity with CI/CD pipelines, DevOps tools, container technologies (Docker, Kubernetes) Devops tools, and infrastructure as code (Terraform, Ansible, Helm, Etc).
• Expert level of experience with C# or .NET Framework and .NET Core. 
• Experience in Event Driven systems (Kafta) advantageous.
• Ability to effectively communicate technical concepts to non-technical stakeholders.
• Capability to analyse complex technical issues and develop creative solutions.
• Experience working in a Team environment, collaborating with cross-functional Teams.
• Excellent analytical and problem-solving skills.

Apply Before 08/31/2026