Current Vacancies at Reflex Solutions

Summary

The Quality management specialist is responsible for overseeing all activities and tasks needed to maintain a desired level of excellence within the Carrier division. Quality management includes the determination of a quality policy, creating and implementing quality planning and assurance, and quality control and quality improvement. You will also be required to carry out process audits and risk assessments, analyzing data to identify areas for improvement, and work with cross-functional teams to drive continuous improvement initiatives. Additionally, the Quality management specialist will also be responsible for ensuring compliance with industry best practice standards and regulations

Key duties and responsibilities:

Network Performance Reporting

• Reporting of core network availability and utilisation   
• Analysing trends to identify service improvement initiatives.
• Tracking and reporting of network optimsation projects
• Work closely with system Dev Teams to automate reporting platforms.
• Audits and test scenarios
  • Plan regular site audits.
  • Test network stability and configurations via change control

Operational Efficiencies

• Document and maintain standard operating procedures.
• Ensure internal escalation matrices are followed for carrier related outages.
• Work with SDM team for operational shortfalls and find solutions.
• Make use of MS planner and project plans for larger operational tasks
• Ensure all network documentation, diagrams, configurations etc. are stored in a central repository for easily access.
• Work closely with system Dev Teams to Automate mundane activities.
• Monitor activities that could be automated to work smarter and save time.
• Update, implement and improve standard operating procedures.
• Always look for opportunities to improve efficiencies for the department.

Quality Assurance

• Create quality measurements to track improvements.
• Execute quality improvement testing and activities.
• Develop quality assurance standards and carrier division processes.
• Adhere to industry quality, and best practice standards.
• Ensure service turnaround times meet customer expectations and demand.
• Create reports documenting errors and issues for fixing.
• Maintain standards for reliability and performance of service / SLA.
• Define checklists which aligns to standard operating procedures.
• Set the quality standards for the team aligned to industry standards,
• Ensure all repositories and platforms are updated properly.

Problem Management (Root Cause)

• Prioritize and plan problems because of repeat incidents.
• Communicate with stakeholders when required.
• Inform the Change Manager when required.
• Decide on investigation of known errors.
• Register Request for Changes or Service Requests to solve known errors.
• Conduct problem review and document lessons learned.
• Close problem and inform stakeholders.
• Monitor the Problem and Known Error Resolution progress and perform required action.
• Draft RCA post Major network incident.
• Work with teams to improve service quality.
• An increase in the percentage of proactive changes submitted by problem management.
• A reduction in the number of incidents over time.
• Minimizing the impact of problems.
• 3rd party management (RFO & Escalations)
• Track and store RFO documentation from 3rd party vendors

Change Management

• Logging 3rd Party Changes
• Communicate changes with customers.
• Conduct quality checks on changes that are logged by engineers.
• Ensure changes are logged and scheduled timeously by engineers.
• Track internal change approvals.
• Log site access for change control activities
• Arrange stock for change control activities.
• Change management administrative activities to ensure success of change control.
• Monthly change management report
• Work closely with system Dev Teams to automate change management reports.

Risk Management

• Create and maintain network risk register.
• Develop, establish, and implement policies and frameworks for risk management.
• Perform or monitor risk assessments in conjunction with Head of Operations, which comprise analyzing, identifying, describing, and quantifying risks that impact all business risks.
• Perform risk evaluation, which entails comparing potential risk with company-defined criteria.
• Prepare action plans to decrease risk factors.
• Allocation of Ownership to mitigate risks.

Internal Network Projects & Site Readiness

• Prepare and execute internal and external Projects.
• Determine and define project scope and objectives.
• Predict resources needed to reach objectives and manage resources in an effective and efficient manner.
• Develop and manage a detailed project schedule and work plan.
• Provide project updates on a consistent basis to various stakeholders on progress.
• Utilize industry best practices, techniques, and standards throughout entire project execution.
• Monitor progress and make adjustments as needed.
• Measure project performance to identify areas for improvement.

Carrier Operations Administration

• Carrier internal project Co-ordination
• Allocate a remote resource for projects.
• Request stock for installations and break fix activities
• Arrange and coordinate site access.
• Manage engineer resource calendar.
• Manage and track standby / shift rosters.
• Monthly overtime and expense claims
• Coordinate remote hands support, including 3rd party vendors.
• Coordinate delivery notes with Presales / procurement.
• Coordinate ONT testing and billing.
• Coordinate and manage Go-Van activities.
• Stock / Spares Management
• Ensure stock is available / allocated to upcoming projects.
• Reconcile stock inventory on a weekly and monthly basis.
• Management of Go-Van boot-stock inventory
• Reporting on Spare Holdings
• Ensure that all customers have sufficient spare stock in all regions.

Generally, do all such things which, although not specifically referred to herein, are necessary and/or required for the due, proper, and efficient rendering of the services for the purposes contemplated by this role.

Minimum Requirements:

• Matric certificate
• Business diploma/degree in quality management, engineering, business administration, or related discipline.
• Minimum 3 years professional experience in a quality management role
• Working knowledge of quality management systems (ISO 9001, AS9100, etc.)
• Experience developing and implementing quality control plans.
• Service management certification e.g., ITIL Practioner or ITIL Life cycles
• Telecommunication experience
• Good business acumen
• Good understanding of project delivery cycle
• Project Management certification (advantageous)

Required Competencies:

• Quality Management and quality assurance experience
• Strong analytical skills for root cause analysis and problem solving.
• Excellent verbal and written communication skills
• Facilitation skills
• Stakeholder management
• Escalation management
• Speed & Accuracy to detail
• Results driven.
• Interpersonal skills
• Decision making ‘can do’ approach.
• Relationship management

Personal Attributes:

• Customer Centric
• Communication
• Leadership
• Problem Solving
• Critical Thinking
• Organization
• Attention to detail.
• Collaboration
• Sound Judgement
• Authentic
• Self-aware
• Excellent time & self-management

go to method of application »

Reflex Solutions is looking to recruit a Technical Product Manager. The ideal incumbent will align to our key strategic business goals of Exceptional Client Experience, Staff Satisfaction, and Continual Growth and Technical Innovation by providing seamless ICT services and solutions ensuring that our clients can maintain enhanced levels of efficiency and productivity.

The key purpose of the job is to collaborate in the development and communication of technical solutions and process-based strategies as well as ensuring new services are designed to deliver the level of availability required by the business and validate the final service design to meet functional and operation needs of the business to ensure excellent service delivery.

To be successful in this role, you should have excellent organizational, design, and communication skills with hands-on experience with various MPLS, SD-WAN, Firewalls, Network Management, Network Security, Network Backups, DNS and VoIP. Ultimately, you will ensure that all aspects of our customer expectations are met. The incumbent will also represent the Incident Manager/ Major Incident Manager role in partnership with the SDM (Service Delivery Manager) team, for any Incidents that fall within EUC (End User Computing).

Key Responsibilities

Technical Productization and Vender Management (Innovation, Growth, Client Experience)

• Design, control, and manage the technical infrastructure & process and operational integrity of technological services provided by Reflex. Investigate and approve all new product offerings within the approved product lifecycle standards. This is done as part of a collaborative team in alignment towards the products created by the CTO and Commercial Product manager.
• Assess and facilitate application of firmware, software, and hardware solutions to meet the technical requirements of the product/service provided both internally and to clients.
• Architect the best practice configuration, and document the various diagrams, technical information, implementation steps, standard operational procedures, and templates where necessary.
• Identify ways to create automation, self-service, or removal of human error efficiencies using technology or by design of the architecture within the services offered internally and towards clients.
• Identify and innovate ways to empower the Commercial Product Manager and CTO to add more value to current products or introducing additional new products.
• Engage with various vendors and/or partners to ensure:
  • a continual and ongoing relationship is maintained whilst ensuring they meet the requirements of the business or service offerings.
  • they are meeting required SLA’s.
  • to identify new technologies, services or products that work in alignment to the productization life cycle of the business

Profitability (Growth)

• Assists in collaboration of the productization team by preparing and implementing the budget for technical operations to achieve set objectives.
• Conduct cost-benefit analysis to determine operational alternatives by means of comparison of alternatives.

Internal Project Efficiencies (Client and Staff Satisfaction Experience)

• Meet realistic deadlines to implement internal infrastructure projects and communicating progress proactively within the business.
• Accountable to ensure projects related to the Enterprise product offering or in relation to resolving/preventing drastic risk for Reflex Solutions are completed timeously and with the correct level of quality.
• Ensures the provision of technical equipment and materials required for operations, and proactive planning in this regard.
• Set objectives for technical operations as well as implement action plans necessary for achieving set targets – Innovation.
• Ensure seamless integration of new infrastructure projects and provide guidance on such implementations.

Infrastructure Quality, Stability and Capacity Management (Client Satisfaction Experience)

• Liaise with non-technical staff to ensure infrastructure and service operations run smoothly.
• Investigate and approve all Change implementations – ensure compliance to Change Management Process.
• Provides timeous and accurate reporting periodic reports of technical infrastructure risk, compliance, governance, and capacity to EXCO
• Assess the performance of Reflex infrastructure, by means of statistical metrics, to make recommendations that will add value to Reflex’s bottom line- ITIL Value creation.
• Identify Risks and Service Improvement opportunities and communicate these to EXCO.

Operational Best Practices (Client Experience, Staff Satisfaction)

• Facilitate training programs for staff throughout the organization to enhance their skills and improve their job knowledge, in the interest of staff development, growth and succession planning. Understand the approach required to influence and motivate technical resources to deliver technically sound services – motivation and mentoring.
• Oversees and coordinates the activities of Technical Operations Managers and Tier 3 technical staff. Provide Tier3/Specialist support and high-level fault and ticket resolution to business and client services when necessary.
• Oversees and enforces the momentum to determine root cause and risk elements of failures while considering alternative courses of action and mitigation.
• Develops processes for the resolution of technical challenges and client complaints – closely related to Problem Management. Is a key stake holder and may fill the role of Problem Manager as per ITIL requirements, in partnership with the SDM team.
• Maintain an up-to-date knowledge of relevant technical policies, procedures, SOPs, Knowledgebases, etc.
• Contribute into the development of Internal Strategies, technical and operational.
• Provide guidance on issues pertaining to technical and managerial operations.

Minimum Requirements

• 5 + years of experience working in a product-focused role for a tech product
• BS degree in Computer Science, Information Systems, or Business Administration will be advantageous
• A Technology background, either as a formal degree or with an IT Technical experience
• Routers and switch design and configuration
• MPLS design and configuration
• SD-WAN design and configuration
• Firewall design and configuration
• Network management tools and techniques
• Network Security
• Network Backups
• DNS (Doman Name Service)
• Voice Over IP (VoIP)
• Solid understanding of Technology used in the enterprise business
• Experience in leading and driving execution with cross-functional teams
• Excellent interpersonal skills
• Good problem-solving and communication skills
• Able to work and cope under pressure
• Time management, Budgeting, and Leadership skills.

go to method of application »

We are an IT Infrastructure company, based in Rosebank, looking for a Technical Operations Manager (TOM) to join our dynamic and driven team.

Key Responsibilities

Strategy

• Contributor into the development of the Departments Operations Strategy and into supporting organizational strategies.
• Accountable for developing and communicating technical solution and process-based strategies for functions within defined roles and responsibilities.
• Responsible for influencing the strategies of the organisation, ensuring that their strategic plans are in alignment with the technical direction of Network Operations and/or Strategy and Architecture.
• Ensure that all new services are designed to deliver the levels of availability required by the business and validate the final service design to meet operational needs of the business to ensure excellent service delivery.
• Work closely with the Account Managers and present the solutions to our business customers.
• Contribute to Product development and complex technical design of new products/ enhancements.
• Understand the interrelationships of services including Systems, Security policy and Core Networking protocols to provide guidance for integration at an organizational architecting level.
• Establish and maintain with current and new clients through relationship building strategies increased business with new clients by creating understanding the client’s business outcomes requirements.
• Located and acquire new business clients.
• Collaborated with a diverse customer base, including community leaders and senior business executives.
• Demonstrated strong industry related product knowledge.

Technical Leadership

• Provide technical leadership during major incidents and drive to quickly resolve complex escalated network incidents.
• Coach team members on a proactive basis, raising the team’s overall technical acumen.
• Work with service provider partner to ensure the proper level of technical acumen and quality are executed within the contracted services.
• Understand the approach required to influence and motivate technical resources to deliver technically sound services.
• Coordinate and manage technical tasks within Reflex, as well as with external partners if required.
• Ensure seamless integration of new infrastructure projects from a project management perspective as well as provide technical leadership and guidance on such projects.
• Up-skill team members so they fully understand the architecture and how it is tied together, what the dependencies, interdependencies, and interoperability’s are.
• Provide Tier3 support and high-level fault resolution to the Business and Client Services and determine the root cause and risk elements of failures while considering alternative courses of action.
• Manage the technical team and overseeing any technical implementation to ensure high quality of work.
• Investigate and approve new product offerings within the approved product portfolio.

Process

• Process design thought leader responsible for developing and evolving operational procedures. Examine & document existing processes, evaluate them within the context of availability and maintainability of supported Services.
• Identify areas in need of process documentation and work with the teams to create, document and train the process.
• Assess and approve quotes to be given to clients.
• Responsible for development of operational runbooks based on industry best practices for improving compliance to engineering standards in the network domain, including the audit of existing configurations for quality and compliance.
• Ensure the Networks meet architectural guidelines & standards and follow best practices.
• Identify improvement plans, and work with business to create and communicate plans and manage the execution of the improvement plan.
• Maintain knowledge of industry best practices regarding operations
• Provide input to the operational implementation plan to ensure that capacity requirements can be proactively identified, managed, and reported on as part of the operational functioning of the product.
• Update Risk register and work towards reducing risk.

Project deployment:

• Project ownership
• Resource allocation to projects based on skill capabilities.
• Assess client environment and advise on changes that may be required to original proposal.
• Interaction with clients with regards to client expectation and to manage the expectations so that they fit into “best practice” strategies as determined on strategies.
• Build solid client relationships.

Minimum Requirements:

• 5 years of experience in technology related fields, with at least 5 years of experience in operationally focused management positions
• 2 - 3 years of supporting enterprise level, mission critical systems
• Expert level knowledge and understanding of MPLS, Wireless & Controller, Ethernet, BGP, EIGRP, OSPF, Cisco HW and SW (IOS/CATOS/NX-OS), WAN Acceleration technologies, Fire Walls, IPS, Load Balancer, Security protocols (IPSEC/TLS/EAP), TRILL, NSX, OTV, QoS and IP Multicast
• Expert level knowledge of TCP/IP version 4 & 6 and other network services required to run a complex corporate network.
• Familiarity with the capabilities and problems of a broad spectrum of hardware and transmission technologies (e.g., cabling, optical fiber, WAN and transport, routing, firewalls, LAN/VLANs switches, SDN, etc.)
• Ability to understand complex network infrastructure quickly during major incidents and provide technical leadership appropriately.
• Good understanding of how IT technology supports the Enterprise and the Business Segments
• Ability to communicate and multi-task under pressure.
• Technical Certifications like JNCIE, CCIE, HCIE is highly desirable.
• ITIL V3 and advanced certification is a plus.
• Exceptional communication skills are a must. Demonstrated ability to communicate effectively at a variety of levels and to communicate intricate technical and procedural matters to both technical and non-technical personnel across diverse cultures.
• Strong customer, quality, and results orientation.
• Ability to be an effective team member and technical leader.
• Ability to recognize and embrace change as the external environment and organization evolves.

go to method of application »

A NOC Support Junior Engineer plays a key role in identifying and resolving network-related issues within an organization. This entry-level position involves troubleshooting hardware, software, and connectivity problems, collaborating with senior engineers, and learning to analyze and resolve technical challenges.

Key Responsibilities:

Troubleshooting Support:

• Respond to and resolve network issues reported by end-users or escalated by support teams.
• Learn and apply troubleshooting techniques for hardware, software, and network connectivity.

Incident Response:

• Assist in the timely resolution of incidents, minimizing downtime and impact on operations.
• Collaborate with team members to escalate issues as needed.

Documentation:

• Maintain accurate records of troubleshooting activities, including steps taken and solutions applied.
• Contribute to the knowledge base by documenting common issues and resolutions.

Collaboration:

• Work closely with other team members, including senior engineers, to learn and share knowledge.
• Participate in team discussions to understand and resolve complex issues.

Learning and Development:

• Actively participate in training sessions to enhance technical skills.
• Stay updated on industry best practices and emerging technologies.

Network Monitoring:

• Learn to use network monitoring tools to identify and address performance issues.
• Assist in the analysis of network performance metrics.

Customer Support:

• Provide support to end-users, helping them with basic network-related queries and issues.
• Develop effective communication skills for interacting with end-users.

Automation Assistance:

• Learn about automation tools and assist in basic automation tasks.
• Contribute ideas for streamlining troubleshooting processes through automation.

Qualifications:

Educational Background:

Diploma / Associate degree or equivalent in Information Technology, Computer Science, or a related field, Telecommunications or N6 National Diploma for technicians

Technical Skills:

• Basic understanding of networking concepts, protocols, routing and switching and troubleshooting methodologies.
• Familiarity with common operating systems (Windows, Linux).
• Proficiency in troubleshooting hardware, software, and network-related problems.
• Experience with network monitoring and diagnostic tools.
• A minimum of 3-5 years’ work experience in NOC Role at an advanced level.

Relevant networking certifications required:

• N+
• HCIA and/or CCNA
• Microsoft certified solutions associate (MCSA)
• ITIL Foundation
• ITIL Service Operations (advantages)

Knowledge and working experience in below advantageous:

• IP Connectivity
• Understand communication protocols (e.g. VLANS, Spanning Tree, ERPS, Routing)
• Basic Router and Switch Configuration Knowledge
• Basic troubleshooting procedures
• Basic Interior Gateway Protocol standards (OSPF; ISIS; BGP)
• Network management tools and techniques (PRTG; Libre NMS; Netbox; NCE; u2000)
• Structured cabling; Cable Management
• Network Security
• Network Backups
• Fibre experience and knowledge will be an advantage.
  • GPON
  • Active Ethernet
• Required to work afterhours and standby.
• Basic Troubleshooting skills and the ability to diagnose/resolve network system problems.

Communication Skills:

• Strong interpersonal and communication skills.
• Willingness to learn and adapt communication styles for different audiences.

Analytical Skills:

• Developing analytical and problem-solving skills.
• Ability to analyze information and follow logical troubleshooting steps.

Team Collaboration:

• Ability to work well within a team environment.
• Eagerness to learn from experienced team members.

Adaptability:

• Ability to adapt to changing priorities and technologies.
• Openness to learning new tools and techniques.

Availability:

• Willingness to work in shifts and participate in on-call rotations as needed.
• Valid Driver’s License and Own Transport (essential)