Current Opportunities at Liquid Intelligent Technologies

Role Purpose

• To deliver day-to-day managed security services (MSS), related to SOC deliverables. Critical in this regard is to execute according to Standard Operating Procedure (SOP) expectations and meeting all related service level agreements (SLAs).It is further expected that these services will be enhanced and matured so that customer value can be delivered and communicated.

Role Description

Service Operations

• Ensure that the MSS is delivered according to SOPs and SLAs.Ensure compliance to organisational and customer standards. Ensure that customer policies and rules are adhered to. Provide support when so required. Provide feedback and updates to customer and Liquid Intelligent Technology stakeholders as agreed and when needed.
• Ensure that reporting to customers is provided as per SLAs.

Service Delivery

• Engage with cross-functional teams, where applicable. Engage with customers, where applicable, ensuring feedback is given timeously. Manage vendors to ensure roll out of service meets specific requirements. Ensure that customer relationships are upheld and improved. Ensure relevant documentation is provided.

Customer Incident Escalations Management

• Acknowledge, understand and participate in customer Operations and Service Delivery issues and SLA breached disputes. Further ensure that resolution of all queries is addressed as is required. Co-ordinate with the respective internal departments and manage the escalation to resolution speedily, if applicable. Escalate to internal BU management to ensure that customer issues are resolved timeously. Provide progressive and accurate updates to internal stakeholders about logged incidents to ensure feedback is given to the customer. Support escalations to vendors/3rd party contractors until the resolution of incidents or platform issues Ensure that all and any Action Plans that may arise from the customer meetings are completed within the timeframes committed to customer to maintain high levels of customer satisfaction.Review inputs to Incident Reports and RCA’s to ensure that accurate information is provided to the customer once incidents are resolved. Assist in resolving Critical Situations / Major Events to ensure speedy resolution of queries. Participate and provide inputs during yearly service and process reviews. Also assist in the development of SOPs. SOPs must always guide daily, weekly, monthly, and yearly expectations. Pro-Actively identify, detect and advise clients of potential security breaches, and provide thought leadership as Subject Matter Expert (SME).

Innovation/Continuous Improvement Program

• Participate in developing technology, process and procedure efficiencies for MSS, to improve the overall posture of services and customer satisfaction. Participate in training and development programs to ensure service is always at the highest levels. Identify and assist in rectifying root cause findings on Process or Technology within Security Operations, to help solve problems and improve the maturity of services. Collaborate with all relevant stakeholders to develop reports to drive efficiencies across the various departments internally, to improve the posture of service delivery. Keep up to date on security advisories, to provide related guidance to co-workers and customers.

Requirements

Role Requirements

• Grade 12 with Maths & Science (Required)
• BSc/ B Tech /Comps or equivalent IT Security Diploma
• Additionally, one more certification in the following information security domains.CISSP,GCIH, GSEC,CEH
• Minimum of six (6) years of work experience and three (3) years of relevant experience in SIEM engineering in a Security Operations Center [SOC]
• 3-5 years management or team lead experience in a Cyber Security Operations environment.
• Strong analytical and organizational skills.
• Concise writing skills, excellent MS Word skills as well as other MS Office Applications.
• Experience with securing various environments preferred.
• Experience in working across security technologies.
• Managed security services experience across complex architectures.
• In depth understanding of the role of SIEM engineering tools and dashboards.
• Prior experience to advise, plan, deploy, configure, manage and monitor large scale SIEM solutions.
• Ability to communicate effectively with all levels, influence, persuade and be credible internally and externally.
• Must work well under pressure and changing priorities.
• Have demonstrated ability to plan, prioritise, coordinate and manage multiple, and often conflicting, initiatives.
• Able to establish trust and build on-going client relationships.
• Ability to translate and clearly formulate technical issues in busines terms.
• Good interpersonal skills.
• Analytical and Problem solving skills.
• Possess a strong work ethic and sense of urgency.
• Team player
• Self-starter
• Outcomes driven yet risk aware.
• All Appointments are subject to the Labour Legislation in the respective country.

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Role Purpose

• To maximize revenue opportunities through establishing, developing and maintaining long-term relationships with strategic customers as well as defining and executing sales strategies that focus on increased sales and profitability. Managing strategic accounts and delivering profitable, long term revenue from nominated accounts. Ensuring delivery of annual revenue targets through delivery of information, communication and technology solutions.
• Establishing appropriate relationships with customers and leverages those relationships to achieve financial targets. Work collaboratively to set up service relationship for nominated accounts. Serve as the primary relationship owner for an assigned group of top tier client accounts with responsibility retain and grow these accounts.

Role Responsibilities

Deliver on Sales strategy (Target)

• Deliver robust account plans to achieve sales objectives. Implement commercial strategies and then execute in line with company policies. Generate and maintain opportunity pipeline and credible business revenue forecasts order to meet sales targets. Present Liquid Telecoms services and offerings to assigned/new customers while leading account planning cycles and ensuring that the customers’ needs, and expectations are met.
• Proactively assess, clarify and validate customer requirements on an on-going basis. Implement a detailed sales strategy for all strategic accounts. Track and record sales activities on all accounts on SFDC.  Partner with internal cross-functional teams to understand customer goals and key performance metrics.

Build and grow client Relationships to ensure excellent customer experience

• Understand clients' business and generate new ideas to improve the customers’ business. Build trust, credibility, and client referrals. Maintain or improve account profitability by customizing solutions as per customer requirements. Oversee the execution of the complete sales process for all customers, including: customer request handling, customer information gathering, finalisation of product specification and selection and SLA negotiation and finalisation.
• Ensure all after-sale customer queries or issues that come through sales department are properly handed over to customer care.
• Resolve any queries from customers and act as an interface between Liquid customer and the internal teams.   
• Maintaining a clear forecast of opportunities and developing a sales pipeline to reach sales targets                                        
• Identify and establish relationships in new and existing geography and segments. Manage customer relationships with allocated and new clients.

Requirements

Role Requirements

• Related University degree and 8 years proven sales track record including experience in the Telecoms industry and within the Wholesale environment.

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ROLE PURPOSE

• Manage and deliver I.T.  Projects with a full overview of project requirements to ensure all projects are delivered to scope, on time, within budget and of high-quality standards. Responsible for managing, controlling and coordinating all the activities related to the implementation of IT projects. Responsible for leading, planning, organising, governing and controlling resources, procedures, and timing of IT project implementation.

Leadership and Planning

• Develop, plan and execute according to project schedule and proactively monitor overall progress - resolve issues, risks, dependencies and initiate corrective action where appropriate.
• Ensure all projects are tracked on necessary project management tools.
• Coordinate projects across multiple functional and business domains and manage their interdependencies by building integrated plans, communication plans, risk logs. 
• Set project goals and plans to achieve goals.
• Assure the participation and commitment of project stakeholders for all IT related projects which includes resolving any risk, project costs, project changes and other issues that may arise as the project progresses. 
• Effectively manage, communicate and ascertain agreement on the project scope for IT Projects and manage changes to the project scope throughput the project lifecycle.

Monitoring and Controlling

• Track and manage project requirements during the project lifecycle and incorporate changes to requirements through an established change management process Project Management Plan, Approved Change Requests & Change Log.
• Contribute to intellectual property by documenting and logging all project information in the appropriate knowledge base.
• Develop and implement the governance framework for all projects which include post implementation review.
• Develop and utilise templates for Project Management documentation and artefacts.

Delivery and Support

• Deliver projects as per the schedule, cost and agreed criteria, support and manage the execution of required testing tasks.
• Accurately identify and escalate project risks, issues via the Project Escalation Channel.
• Work closely with the business and in some cases external service providers to deliver against project outputs.
• Lead the project team in and act as the liaison between IT and business by ensuring all outputs from projects are of an excellent quality.
• Ensure customer satisfaction through post-project debrief with clients and project deliverables are signed off.
• Lead and facilitate steerco meetings, provide regular updates to all project stakeholders.

Reporting, Governance and Compliance

• Comply with and complete due diligence to ensure that the Change Management processes are adhered to.  Comply with existing Governance processes and ensure all artefacts and project documents are signed-off and stored for audit purposes.  Responsible and accountable to ensure that all projects will pass a Project Audit.
• Continuously improve on Project Governance processes and ascertain buy-in from Top Management and Business to comply.
• Provide weekly status updates, Exco reporting, reporting on risks and issues.
• Upload all Project Governance Artefacts to the Central Repository

Manage all technically complex multi-vendor IT projects on time, within budget and of high quality

• Develop and deliver a project management program encompassing all the details of a project to the team members.
• Responsible for managing, controlling and coordinating all the activities related to the implementation of IT projects in area of responsibility and across all Liquid operating companies. 
• Diverse technical skills management across opcos. 
• Accountable for the coordination and management of change and release management. 

Requirements

• Relevant industry certification (PMP / Prince2)
• Related University Degree (B.Degree in Commerce or IT or appropriate NQF level qualification)
• Business Analysis qualification advantageous 
• At least 5 years' demonstrated experience in leading project teams with Telecommunication or ICT experience
• Extensive experience successfully managing challenging and complex IT projects and outsourced vendors
• Knowledge of project management methodology and experience with major defined PM approaches (for example, PMI, Prince II or Agile)
• Knowledge of the Project Management Life Cycles, Software Delivery Life Cycles, Business and Systems Analysis, Change Enablement Principles
• Knowledge of IT BSS/ OSS Application and Telecom processes