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

• Bachelor’s degree in computer science or a related technical discipline, or the equivalent combination of education, technical certifications.
• One or more of these industry Cybersecurity Certifications: CISM, CEH, OSCP, CompTiA Security Plus, as well any SIEM related qualification. 
• 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 incident analysis tools.
• In depth understanding of various types of log analysis.
• Prior experience to advise, plan, deploy, configure, manage and monitor large scale and complex cyber defence and IT risk management and information or cybersecurity solutions.
• Minimum of six (6) years of work experience and three (3) years of relevant experience in SIEM engineering in a  Security Operations Center [SOC]
• 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 business terms.
• Good interpersonal skills.
• All Appointments are subject to the Labour Legislation in the respective country.

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Role Purpose

• To manage requests from Customers to the Termination and Cancellation Desk. Ensure adhere to the terminations and cancellations process. To inform customers on the Termination notice period in line with the MSA. To ensure that the customer Termination process is done smoothly, and that the customer will consider Liquid Intelligent  Technologies in the future again.

Role Description

Functional Deliverables

• Actioning of Tasks received from KAM’s in accordance to the prescribed TATs.Co-ordinate and track sales activities within the different departments (e.g. solution verification, pricing, business cases, legal, billing).Follow through of orders and provide status updates to KAM.Responding to KAM’s queries efficiently, accurately, timeously and in a professional manner. Developing a knowledge of company’s products, services, solution sales, policies, procedures and systems/Liaising with Service Delivery to close tasks to allow other orders to be put through the system, (e.g. Repricing of orders, offshore team issues). Facilitating the MSA signature process and obtain the signed version for the KAM.Submitting customer credit vetting documentation (completed by and received from the KAM) for Credit Vetting approval. Completing and Submitting Cession documentation and Cession System Process to follow up with Legal department. Support KAMs to respond to RFP/tenders by Running Bulk Feasibilities – Sort out formatting of Data, Geo-code/Reverse Geocode, Complete template, Run pre-feasibility or Full feasibility. Provide results to KAM.Log tickets with SFDC Support to assist resolve problems to fast-track orders to closure. Attend weekly meetings to understand any system or product changes, and prioritize the work load for the week. Perform Quality check via a check list on all enterprise Orders (i.e. feasibility, contract terms, pricing, discounts, DOA, Addresses, SLA, Solution diagram, business case, channel partners, voice usage).Allocate numbers (Toll/LNS/Geographical numbers on TIB for voice orders

No PA / Secretarial / Personal work will be performed by Sales Support

Customer Satisfaction

• Assist the KAMs to fix their orders in the event it is rolled back by Service Delivery. Ensure our tasks are done in line with our committed TATs. Attend to internal and external customers’ requests In a professional manner, leaving them delighted at every touchpoint.

TAT of WIP

• Ensure adherence to turnaround times to complete bulk feasibilities, credit vetting, cession orders, generating Quotes for the Kams.Sales Admin TAT – 24hrs standard orders, 3 days complex orders, 5 – 7 working days for bulk feasibilities. 

Training and Development

• Attend regular training sessions on products and systems in order to keep up to date with the latest changes. Use the Sales training Manual to support business, and continuous update as and when changes are required. Assist KAM’s, with training on loading orders in the systems including the LTSA Regions. Provide assistance to all Channel Partners and Resellers to assist with loading products, site addresses, contact roles in order for them to generate a quote.

Requirements

Role Requirements

• Matric  Essential
• Experience in the telecom sector an advantage Desirable
• More than 2 years in operations and/or administration roles Essential
• System and product knowledge Essential
• Interpersonal Skills Essential
• Accuracy Essential
• Exceptional interpersonal skills. Essential
• Exposure to sales process, order processing and similar activities Essential
• Shown experience in multi- tasking Desirable
• Very pro-active and organized person Essential
• Able to use Microsoft Office Suite Essential
• High level of attention to detail, Good time Management Essential
• Good administrative and business acumen  Essential
• All Appointments are subject to the Labour Legislation in the respective country.

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Role Purpose

• To ensure that the Order-to-Cash process to adhered to and completed timeously to handover orders to Service Delivery to deploy and recognise revenues for the business. To support the Sales Business to generate quotes to their clients within prescribed turnaround times, ensuring superior customer service, both internal and external.

Role Description

Functional Deliverables

• Actioning of Tasks received from KAM’s in accordance to the prescribed TATs.Co-ordinate and track sales activities within the different departments (e.g. solution verification, pricing, business cases, legal, billing). Follow through of orders and provide status updates to KAM,Responding to KAM’s queries efficiently, accurately, timeously and in a professional manner. Developing a knowledge of company’s products, services, solution sales, policies, procedures and systems. Liaising with Service Delivery to close tasks to allow other orders to be put through the system, (e.g. Repricing of orders, offshore team issues). Facilitating the MSA signature process and obtain the signed version for the KAM.Submitting customer credit vetting documentation (completed by and received from the KAM) for Credit Vetting approval. Completing and Submitting Cession documentation and Cession System Process to follow up with Legal department. Support KAMs to respond to RFP/tenders by Running Bulk Feasibilities – Sort out formatting of Data, Geo-code/Reverse Geocode, Complete template, Run pre-feasibility or Full feasibility. Provide results to KAM
• Log tickets with SFDC Support to assist resolve problems to fast-track orders to closure. Attend weekly meetings to understand any system or product changes, and prioritize the work load for the week. Perform Quality check via a check list on all enterprise Orders (i.e. feasibility, contract terms, pricing, discounts, DOA, Addresses, SLA, Solution diagram, business case, channel partners, voice usage).Allocate numbers (Toll/LNS/Geographical numbers on TIB for voice orders. No PA / Secretarial / Personal work will be performed by Sales Support.  

Customer Satisfaction

• Assist the KAMs to fix their orders in the event it is rolled back by Service Delivery. Ensure our tasks are done in line with our committed TATs.Attend to internal and external customers’ requests in a professional manner, leaving them delighted at every touchpoint.

TAT of WIP

• Ensure adherence to turnaround times to complete bulk feasibilities, credit vetting, cession orders, generating Quotes for the Kams.Sales Admin TAT – 24hrs standard orders, 3 days complex orders, 5 – 7 working days for bulk feasibilities.

Training and Development

• Attend regular training sessions on products and systems in order to keep up to date with the latest changes. Use the Sales training Manual to support business, and continuous update as and when changes are required. Assist KAM’s, with training on loading orders in the systems including the LTSA Regions. Provide assistance to all Channel Partners and Resellers to assist with loading products, site addresses, contact roles in order for them to generate a quote 

Requirements

Role Requirements

• Matric  - Essential
• Experience in the telecom sector an advantage - Desirable
• More than 2 years in operations and/or administration roles Essential
• System and product knowledge Essential
• Interpersonal Skills Essential
• Accuracy Essential
• Exceptional interpersonal skills. Essential
• Exposure to sales process, order processing and similar activities. Essential
• Shown experience in multi- tasking Desirable
• Very pro-active and organized person Essential
• Able to use Microsoft Office Suite Essential
• High level of attention to detail, Good time Management Essential
• Good administrative and business acumen Essential

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Role Purpose

• This position is responsible for supporting the planning, design, implementation and Operations of the Liquid Telecoms Transmission Network which includes the DWDM and SDH Network Infrastructure and Services functions. This position includes supporting tasks to meet the planning and implementing DWDM and SDH platforms to support maximum possible service availability, capacity and performance of the Transmission Network and customer services.
• Network Plans EXEs, templates, design, procedural documents, reports done within agreed timelines and with quality.
• Create and update the planning, design and implementation of Transmission DWDM and SDH infrastructure to meet the deployment of products/services within required timelines. This includes detailed low-level design on Transmission and service implementations. The Transmission infrastructure/services includes: DWDM, SDH, GPON platforms. Create EXE’s from configuration templates for new and existing deployments of DWDM and SDH infrastructure and services. Work with internal teams, contractors and out sourced vendors to produce the most efficient way to implement Transmission solutions and services. Plan and implement upgrades to meet DWDM and SDH capacity requirements to avoid Stop Sales and degraded performance as a result of Capacity issues. Plan and implement upgrades to meet the high availability and SLA of Transmission customer services. Work with team to implement remediation measures to address all Transmission design related failures and to avoid repeat failures due to availability issues.
• Support Sales & Product Development, SD to provision new customers & Customer retention.
• Work with internal and external teams to support Transmission revenue generating & revenue assurance activities. Working with Sales & Solution Architects to create customised Transmission solutions and vet Transmission solutions and provide recommendations. Assist Service Delivery with standard and customised Transmission solution planning and configurations. Ensure standard Transmission product configuration templates are available and updated. Ensure ability to model devices & plan Transmission services on LTSA systems. Support Service Delivery Transmission planning and delivery of services.
• Optimise Network, Improve customer Experience, Integrated Planning Alignment
• Execute on initiatives and continuous improvements in the design and planning of DWDM and SDH network to improve customer experience. Support implementation of integrated plan and optimisation projects to enhance revenue, capacity, growth initiatives. Reporting progress at regular intervals to the Senior management. Plan and implement Transmission projects/EXEs to create/optimize customer services incorporating customer improvement plans to improve customer experience. Plan, Implement and support systems and network infrastructure for customer services. Support the service provision and operations of the Transmission customer services.
• Operations, Ensure network performs within stipulated design criteria to meet services provided.
• Contribute to Transmission Operations processes and procedures to achieve a Mean Time to Restore (MTTR) that meets or exceeds industry standards and customer Service Level Agreements. Support the Transmission TAC Levels to ensure quick resolution of Incidents, major events and ensure that the Root Cause Analysis (RCA) and escalations are provided within the agreed time allocated and SLA. Work with contractors and outsourced vendors. Support Transmission TAC/SOC/NOC operations function. Contribute to the DWDM and SDH network performance in accordance with Industry standards and Service Level Agreements. Maintain and update all Transmission NMS systems (application software and inventory) and systems are accessible for monitoring/reporting of network element status. Backup all Transmission NMS systems. Contribute to the Transmission process and system transition to LTSA. Ensure transformation to optimised Transmission systems and processes and ensure intellectual property resides with LTSA.Execute processes that ensures all devices operate optimally so that Transmission system resources eg. device CPU, Memory, are kept in line with Vendor specs.
• Improved team dynamics - cohesive unit, highly motivated, ensure skills transfer within team.
• People Development – Training programs, coaching sessions. Build skill level in team by providing Transmission knowledge transfer workshops. Motivate team members by assisting them to get their Transmission qualifications/certifications. Contribute to training sessions, knowledge transfer sessions with all other verticals of LTSA and LTG teams and share info of the network. Contribute to the knowledge base with team regularly to keep team informed of known issues / errors, updates and Root Cause Analysis (RCA) learnings.

Requirements

Role Requirements

• Degree in Electrical Engineering - Desirable 
• Diploma or equivalent experience in Electronics/Electrical Engineering - Essential
• Minimum 3-5 years post training experience in a Telecommunications environment,4 - 6 years preferably in a transmission environment - Essential
• 3 years' Experience in an NG SDH/DWDM planning and transmission environment - Desirable
• Proficient in Microsoft Word, Excel and Project - Essential  
• 3 years A good working understanding of the Cramer Inventory Management system - Essential