Current Vacancies at Nexio

ROLE PURPOSE

• Our client requires technical dispatch operator to work within a fault management environment, providing a task and coordination management service.  

ROLE AND RESPONSIBILITIES:  

A Dispatch Operator is responsible for the following:  

• Managing Task and Network Management Elements.
• Attending to emails and telephone calls, reporting of escalations and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment.
• Identify high level (Service Impacting) task/elements, coordinate and manage until resolved.
• Manage, track & update open tasks/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 personnel).
• Report and or escalate any anomalies to standard operations process

KEY PERFORMANCE INDICATORS:  

The operations must review the following: 

• Build relationships - Work collaboratively with others, inside and outside Supplier, and at multiple levels within the organization. Meet commitments and build trust. Develop positive working relationships.
• Maintain Infrastructure Availability - Identify and resolve malfunctions that are negatively impacting services.
• Learn Troubleshooting - Initiate troubleshooting sessions that involve cross functional teams.
• Contribute to knowledge base - Document new knowledge gained from experience to the central database for use by teams

QUALIFICATIONS & EXPERIENCE

• Matric/NQF Level 4 (Essential)
• Diploma or certification in any of the following disciplines: Information Technology/ Computer Science / Information Systems (Advantageous)
• Knowledge of incident management 
• Knowledge of task Management 
• Basic understanding of Networks fundamentals 
• Experience working with call handling helpdesk environment
• Experience working with Remedy fault management system
  (Advantageous) 
• ITIL Foundation certification (Advantageous)
• IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous)

LEADERSHIP COMPETENCY REQUIREMENT

• 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  
• Behavioural Traits such as attitude, motivation, and time management 

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ROLE PURPOSE

• Our Client requires technical operator to work within a fault management environment, providing a monitoring and incident management service.

ROLE AND RESPONSIBILITIES:

A Technical Assistant is responsible for the following: 

• Monitoring end-to-end services associated with scoped applications via Netcool and/or AppDynamics to identify incidents/trends.
• Attending 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).
• Use/Analyse current available reports to resolve current & legacy network faults
• Provide First Line Maintenance information and Root Cause Analysis.
• Assist with coordinating and managing high-level incident sessions and communications.

KEY PERFORMANCE INDICATORS:

The operations must review the following:

• Work with all stakeholders to resolve incidents within SLA
• Adhere to, and improve on priority failure and general incident handling processes and procedures
• Ensure quality aspects are consistently applied to all work components
• Maintain Application Availability - Identify and resolve malfunctions that are negatively impacting services.
• Initiate troubleshooting sessions that involve cross functional teams.
• Contribute to knowledge base - Document new knowledge gained from experience to the central database for use by teams

QUALIFICATIONS & EXPERIENCE

• Matric/Grade 12 (Essential)
• ICT or Telecommunications certification would be advantageous.
• ITIL Foundation certification (Advantageous)
• 2/3 years of experience performing in a fault logging or incident management environment (Essential)
• 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 working with call traces (Advantageous)
• 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)

LEADERSHIP COMPETENCY REQUIREMENT

• 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
• Behavioural Traits such as attitude, motivation and time management
• Basic MS office skills (Word /Excel/ Outlook) 

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ROLE PURPOSE

• Our client requires a technical operator to work within a microwave environment - Network Management Centre (Telecommunications) that currently deals with Event Management and Incident Management on a 24/7 basis,

A Technical Assistant is responsible for the following:

• Monitoring of elements and components making up the service.
• 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.

 ROLE REQUIREMENTS

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 & EXPERIENCE

• 2/3 years of experience performing in a fault logging or incident management environment (Essential)
• Matric/Grade 12 or NQF level 5 (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)

LEADERSHIP COMPETENCY REQUIREMENT

• 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)

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ROLE PURPOSE

The Managed Services Solutions Architect is responsible for the design and on-boarding of Services’ solutions across the Nexio services portfolio.  that support the Customer requirements and business objectives.  The solution components must support the overall business objective, be sustainably executable, be cost effective, and deliver the appropriate levels of profitability to meet the Nexio objectives.  

This role requires the provision of service solutions, in support of technology offerings from Nexio business units to existing and prospective customers.  It also includes aligning multiple stakeholders to determine and formulate plans, templatise the business development and pricing process for Services, and implement and co-ordinate the processes and activities to on-board Services that are sold.

The Solutions Architect must be able to handle multiple projects, be innovative, and be able to communicate effectively across multiple departments in different degrees of services, business, and technical detail. Solution Architects provide guidance, support, and discipline as needed, in a team setting to resolve complicated requirements.

ROLE REQUIREMENT

• Primarily involved in the development, evolution, and approval of the long-term vision across a function.
• Solutions Architect

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

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.
• Solid bid management experience.

LEADERSHIP COMPETENCIES REQUIRED

• A strong grasp of best practice
• Strong understanding of IT technologies and appropriate industry knowledge
• Proposal generation and writing skills
• Contract Management experience and skills
• Commercial mind-set
• Process driven
• Ability to meet deadlines and work under pressure
• Attention to detail and a passion for quality
• Conflict resolution skills
• Good communication skills required – written, presentation and verbal
• Decision making and negotiation skills
• Highly organized and detail oriented
• Thorough understanding of ITSM best practices
• Strong facilitation skills.
• Stakeholder management and leadership skills
• Strong interpersonal skills
• Strategic Thinking
• The Ability to Execute the Vision of the Company

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ROLE PURPOSE

The Governance Specialist is responsible for designing and implementing the Governance Structures within Nexio and to abide by the ISO Disciplines. He/She will be responsible for guiding and assisting process owners in Developing and Managing their specific disciplines in an efficient and effective manner.

The Governance Specialist will interact with Nexio third party Vendors to ensure adherence to the standards within the Defined Nexio/Vodacom Framework.

The Governance Specialist will be responsible for the end to end, implementation, and management of the Integrated Management System (IMS)

ROLE REQUIREMENT

• Align the “Context of the Organisation” (Clause 04) with the Strategy of the
• Review and maintain alignment of the Governance Structures with the Strategic Objectives of the Company.
• Design and Report on Overall Governance Structures.
• Identify and Report on Non-Conformities.
• Action Non-Conformities

Design and Implement Governance Structures that meet:

• Business Requirements
• Operational Requirements
• Seamlessly integrate the above two requirements so as to have minimal impact to Business Operations
• Monitor and Measure Performance of Individual ISO Disciplines
• Deliver Governance Services with Minimal Impact to the Business and its resources by seamlessly integrating disciplines and abstracting complexity of the system from the user base.
• Provide fresh approach to Governance through digitalisation.
• Provide Leadership and Guidance to Executive and Process Owners alike. Guide, coach and mentor Nexio through a Continual Service Improvement Lifecycle strategy to ensure consistent and improved Service Delivery to Internal and External “interested Parties”.

Design and implement an ISO IMS to accommodate the following ISO standards, including:

• ISO 9 001
• ISO 20 001
• ISO 27 001
• ISO 24 001
• ISO 45 001
• Assist Nexio in Designing process that meet the requirements of the Standards
• Ensure adherence to the
• Audit and rectify processes to ensure Continual Service Improvements

Liaise and Interact with Nexio 3rd Parties to ensure conformity to ISO 9 001 Standards i.e.:

• BSI
• BSI Auditor
• 3rd Party Contractors e.g., Health and Safety
• Take the lead in ISO Audits and interact with the Nexio Auditors
• Implement corrective actions as noted by the Auditors
• Guide Nexio with regards to best practice in Implementing and Managing an IMS and the associated
• Manage and Control the Documents associated to the Standards including:
• Consolidation of Documentation
• Dispersant of Documentation
• Version and updating of Documentation
• Integrating the ISO Disciplines into the functional Business Units and to ensure a holistic approach is adopted throughout the organisation
• Assist Nexio in Commercial and Budget Cycles

Additional requirements:

• This Role requires a holistic approach and understanding in implementing a Governance Structure and Framework that incorporates all aspects of the Nexio Business, including customers and vendors alike.

• Practical innovation and fresh ideas are key to ensuring successful implementation of ongoing Governance Management and Maintenance of the Governance Structures

JOB SPECIFIC REQUIREMENT
 

• Strong skills in Data Management Structures
• Strong Skills in Implementation of Data Structures to Achieve:
• Consistent Data Capture
• Repeatable methods of collecting and collating data
• Strong analytical and reporting skills
• Strong Technical skills in SaaS offerings (Implementation and Management) to accommodate the building and Management of Solutions
• Strong skills in process design utilising the Microsoft Stack of Technologies

QUALIFICATIONS & EXPERIENCE

• + 5 Years ISO Experience
• COBIT optional Advantage
• ITIL Certification
• ISO 9000 Certification
• Technical Certifications advantageous

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ROLE PURPOSE

• Drives all activities around a specific vendor or vendors, including product management, certifications, commercial programs, skills, channel and marketing activities. Build key Strategic relationships with the country leads of OEM’s and partnerships. Establishes Alliance and Partnership-led programs and campaigns. Ensure that new customer base is established with key customer attack plans.

ROLE REQUIREMENT

• Primarily involved in the development, evolution and approval of the long term vision across a vendor function.
• Supports most senior level within a major function for a business unit.
• Owns the vendor management and certification requirements of a vendor.
• Direct impact on business performance.
• Provides vendor technical updates to employees.
• Gives regular, comprehensive, and constructive feedback to team in terms of vendor updates.

Assume responsibility for the following:

• Alliance Management is responsible for the end to end certification process of each strategic vendor to ensure that we remain certified at the appropriate level
• Vendor Marketing: Owns the vendor marketing campaigns and the appropriate funding to drive these initiatives to deliver compelling integrated marketing propositions that meet customer needs, enable our sales channels, create market awareness and generate demand for vendor products and solutions.
• Responsible for relationship with OEM’s to obtain funded resources to support specialised support.
• Vendor management is responsible for the end to end certification process of each strategic vendor.

TECHNICAL / PROFESSIONAL COMPETENCIES

• Understand and articulate a vendor’s vision and mission to drive their strategy into Nexio
• Thorough understanding of the vendor’s strategy, programs, commercial models certification requirements, marketing programs to drive and own the vendor relationship within Nexio.
• Incorporates knowledge of a vendor’s products, solutions and services into the vendor process and uses that knowledge to work with the technology solutions teams to create value-based solutions.
• Build trust with others by acting authentically and with integrity, work effectively as a team member but is also able to assist with the technology teams by providing vendor input needed to effectively assist with the sales, solution and delivery process
• Able to understand current state and future state needs of each vendor in order to uncover the key drivers of value for the customer.
• Is skilled in articulating the value of vendor solutions and is able to clearly differentiate these strategies / solutions in the marketplace.
• Leverages the value of vendor relationship in the negotiation process to drive maximum margin for the company.
• Establishes vendor relationships that enable Nexio to be viewed as a trusted advisor.
• Ability to take ownership of the vendor relationship.
• Excellent communication, interpersonal, verbal & written
• Proven track record of previous experience on system administration support
• Ability to work in a changing environment
• Problem solving & analysis
• Analytical thinking
• People skills

QUALIFICATIONS & EXPERIENCE

• Minimum Grade 12
• 3 Year Diploma or Degree (Preferred)
• 2 year’s Vendor management experience in a corporate environment
• Vendor specific sales and / or technical certification
• Proven track record of accomplishment and over-achievement of goals
• Demonstrate excellent communication and interpersonal skills
• Ambitious and driven to succeed in growing vendor business
• Excellent communication skills written and verbal
• Leadership skills and capabilities
• Team player

LEADERSHIP COMPETENCY REQUIREMENTS

• Exceptional team communication skills.
• Excellent verbal and written communication.
• Ability to delegate efficiently.
• Extensive OEM industry knowledge.
• Diplomacy and patience
• People skills
• Strategic thinking
• Listening

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ROLE PURPOSE

OUR CLIENT REQUIRES A TECHNICAL OPERATIONS MANAGER TO WORK WITHIN THE OPERATIONS FAULT MANAGEMENT SERVICES (NOC) ENVIRONMENT, DEALING WITH ALL INCIDENTS/ EVENTS /TASKS AS WELL AS ANY TACTICAL CHANGES RELATING TO NETWORK MANAGEMENT CENTRE APPLICATIONS AND INFRASTRUCTURE (TELECOMMUNICATIONS)

The Operations Manager is responsible for the following:

• Ensuring that the team is managing and coordinating all client incidents, events, tasks and work orders for division, ownership.
• Implementing conformance plans and conducting weekly operations meetings with all necessary stakeholders and engagement points.
• Implement service level areas and agree on internal operational level indicators.
• Ensuring Timeous handover of tasks to the resolving parties including 3rd party coordination.
• Scheduling of all staff working within the service and support management environment.
• Drive continuous operations changes to adapt to NOC environment, ADDRESS non-conformance of NOC processes
• Complete all daily, weekly, and monthly dashboard reporting
• Continually improve ITIL processes (i.e., Change, Incident, and Problem) and policies in support of organizational goals
• Formulate and implement departmental and organizational policies and procedures to maximize output
• Monitor, manage and improve the efficiency of fault management services
• Management Reporting and Presentations
• Facilitate coordination and communication between support functions
• Ensure adherence to established rules, regulations, and procedures
• Ensure monthly operational milestones are communicated to all stakeholders
• Implement SOP’s       
• Taking the lead in staff performance

KEY INDICATORS

The Operations Leader must review the following:

• Control all master Incidents and ensure correlation
• Track Incidents logged *ownership
• Task allocation
• Manage problems or Escalations of service
• Manage changes to environment that could hinder service
• Mean to time to log (MTTL), Mean time to dispatch (MTTD) Mean time to close (MTTC)

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in information technology, business management, or telecommunications related qualification.
• ITIL v2 and v3 at Foundation Level
• 5/6 years of experience in an incident/event management environment (Essential)
• 4/5 years of experience in reporting of monitored services (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)

LEADERSHIP COMPETENCY REQUIREMENT

• Ability to think and interact logically
• A natural curiosity
• 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
• Behavioural traits such as attitude, motivation, and time management
• Be prepared to coordinate operational rosters, standby and overtime.

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Data Management within the IBM z/OS (Mainframe) environment – to ensure optimal I/O performance is achieved, data integrity is maintained, and data retention is secured

• Optimal configuration of 3390 and Open-V disks by configuring the correct RAID levels for different data workloads
• Disk Capacity Forecasting and Capacity Planning
• Disaster Recovery procedures and processes – to ensure that all critical data is replicated to the recovery site; and the restore of data.
• Maintenance of system software – keeping software version at the current support levels
• Problem management via Service Management and recovery of services as per the agreed Service Level Agreements
• Change Management – Planning and execution of system changes to minimise down-time of system components and ensure maximum availability of services
• Perform standby duties to provide support to Operations and Application owners
• Maintenance and exploitation of relevant monitoring tools.

The areas of expertise are as follow:

• DFSMS (IBM) – a Storage Management tool to assign various attributes to data sets and objects:
• This includes data retention, characteristics, placement of data, and data performance
• DFHSM (IBM) – a tool used to ensure efficient usage of storage resources
• Virtual Storage Platform (Hitachivantara) - Managing of Dynamic Provisioning storage pools and creation of 3390 disk and Open Systems Luns.

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ROLE REQUIREMENTS

• Assist in preparing and analysing monthly financial performance reports and metrics.
• Assist in analysing, and interrogating sales data for accurate reporting, engaging, and collaborating with commercial and sales
• Assist in preparing monthly Business Performance packs and presentation to all Functional Unit Heads (BU, Regions, Contracts, Projects & Cost Centres).
• Assist in preparing detailed forecast weekly, interrogate and analyses sources of information and interact with commercial, sales, billing, and project management
• Assist in the compilation and management of the of the yearly budget process LRP and SRP end to end and collaboration of input from all Business Unit
• Assist in Preparation of budget packs to Vodacom and
• Assist in developing an operating expense dashboard for cost monitoring.
• Assist and manage all ad-hoc tasks requested by the CFO office
• Assist in implementation of new ERP system

QUALIFICATIONS & EXPERIENCE

• Matric
• BCom Accounting/Finance/Management Accounting / CIMA Graduate
• Proficiency in Excel, PowerPoint and Word

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Role responsibilities and key focus areas:

• To undertake all Broadband Support related activities in support of the Broadband Products.
• To undertake quality assurance (QA) and control checks during support activities to ensure broadband set-up, delivering a solution fit for purpose, consistent, and compliant with the business standards and guidelines.
• Ensure customer solution modifications are fully regression tested and delivered within committed time to customer or within SLA.
• To attend meetings with customer and business when required.
• Monitor task execution and ensure results are recorded and feedback provided.
• Prepare and maintain relevant documentation, including activity schedules, step by step procedure guide, narrative and written reports, and visual progress charts.
• Liaise with and assist relevant broadband support teams with planning, provisioning and testing activities, problem resolution and root cause analysis.
• Take responsibility for: time management; reporting and monitoring; risk management; issue management; QA and change management.
• Support other team members and associated IT and business resources as appropriate and when required.
• Continually update skills by learning new technologies and techniques relevant to the role.
• Participate in continuous improvement.
• Promote and advocate best practices within the team and throughout the business
• Analyze daily broadband service request reports and ensure appropriate action is implemented to manage SR resolution according to SLA s
• Manage Escalation and Urgent service requests and directed by the Technical Leads within the specified time
• Identify and define new process improvement opportunities
• Managing service requests (SR) from SRM to closure as per prescribed method
• Troubleshooting and Accurately troubleshooting faults
• Assigning SR’s in correct method to 3rdline support
• Feeding back to customer within committed timeline
• Resolving SR within committed timeline
• Feeding back root cause to all stakeholders that are interested in RCA
• Writing root cause analyses reports
• Demand and resource planning
• Reviewing documentation
• Quality assurance
• Providing objective feedback to support teams and line management
• Problem solving
• Working on multiple projects at one time
• Document analysis and communicating findings to technical and non-technical colleagues
• Liaising with other support teams
• Manage SR escalations and urgent requests
• Analyze and understand daily Broadband service request reports for appropriate action
• Ensure accurate completion of customer service requests and follow-up to ensure queries are resolved timeously, as per service level agreement
• Provide effective, efficient and professional service to all our customers (internal and external), both telephonically and through written correspondence
• Ensure customer service level agreements are met and exceeded
• Consistent achievement of agreed productivity as per performance contract
• Display a customer centric attitude

Technical Skills and experience:

• Matric minimum requirement
• National Diploma/Degree in a scientific/information technology discipline (beneficial)
• CCNP certification
• ITIL Foundations (beneficial)
• At least three years customer service experience in a technical role (essential) and Broadband technologies
• At least 3 years 2nd Line Support experience
• SD-WAN experience (beneficial) 
• Practical and systematic approach to work beneficial
• Telecommunications industry experience
• Experience working with OSS/BSS software as end user or from working in the telecommunications sector.

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Overview

Finance Operations function (Fin Ops) will provide transactional support services for high volume and rule-based activities that are to be highly automated, repetitive, standardised and do not require complex decision-making. Fin Ops will leverage off economies of scale and synergies to drive increased efficiencies and span of controls. Fin Ops will in turn enable the front office to deliver value to the customer.

Roles and Responsibilities:

• Provide transactional processing services to Nexio.
• Focus on running a cost-efficient function while maintaining excellent customer services and continuous improvement of service levels.
• Manage relationships with internal customers through Service Level Agreements and measurement of key performance indicators.

As a Head of Finance Operations, you will be responsible for managing a diverse team of functional owners and be responsible for ensuring clear and seamless integration of people, processes and systems.

Duties and responsibilities

• Develop strategies and plans, together with the CFO, for the organisation’s medium and long-term financial and operational objectives.
• Ensure that the Accounts Payables operates efficiently and effectively.
• Manage invoice processing and payments to suppliers, processing petty cash payments and travel expenses in accordance with company policies, procedures and contractual obligations.
• Maintain appropriate financial reporting systems.
• Support in the preparation of monthly quarterly and annual financial results.
• Contribute to achieve monthly collections targets, reducing deductions and supports the billing process within minimum disruption.
• Administers one or more accounting systems: Journal entries, General Ledger, Accounts Receivables, Accounts Payable, Revenue Reconciliation, Cash Flows, etc.
• Perform operational procedures and processes that meet audit standards and improve efficiency.

Qualifications and Education Requirements

• Bachelor’s degree in Finance or Business
• Minimum 5 years’ experience in managing a shared services environment or a finance function of a business unit
• Experience in the service management of business operations, including process design, measurement and improvements
• Experience in developing and evolving an organisation that interfaces with employees, vendors, functional business owners and technology
• Experience in managing a diverse team

Functions Coverage

• Accounts Payable.
• Logistics
• Accounts Receivable.
• Billing
• Master Data Management
• Inventory Management
• Renewals
• Procurement Processing
• Order processing
• Contract Administration

Key behaviors and Competencies

• A highly process driven person.
• Analytical thinker – must be able to translate volumes of information into useable blueprints.
• Communication Skills – must be able to work effectively with various stakeholders including database administrators, business/data/BI analysts, and management teams.
• Attention to Detail – must be able to analyses and translate data into logical patterns for use by business.
• Logical thinker – must be able to look at issues and come up with practical sustainable solutions
• Time management - Work under pressure and meet pre-defined deadlines
• Enthusiastic - Take accountability for team and output