Fresh Jobs at Blue Label Telecoms

Job Purpose

• This position will report into the BluNOVA AWS Service Manager and will support in the monitoring and management of BluNOVA’s AWS and application environment including first line business support, in-line with Blue Label support policies and objectives.

Key Responsibilities

• Triaging emergent issues using a ticketing system.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues.
• Providing updates on the overall health of BluNOVA applications and systems
• Working with cross-functional teams – both internal and external.
• Following standard procedures for proper escalation of unresolved issues to the appropriate teams.
• Adhering to SLAs for specific issues with respect to the severity of the issue.
• Providing prompt and accurate feedback to customers and stakeholders.
• Documenting knowledge and learnings for the benefit of colleagues and business continuity.
• Provide support and take accountability for enhancements and new developments, particularly focused on AWS cloud infrastructure and software development

Requirements

Competencies

• Collaborates
• Adaptability
• Ensures Accountability
• Optimises Work Processes

Education

• Bachelor’s degree (BSc.) or Diploma in Engineering, Computer Science, Information Technology.

Experience

• Experience in dealing with customers during problem resolution and operating efficiently under pressure.
• Understanding of distributed and service-oriented architectures.
• Understanding of TCP/IP networking and troubleshooting.
• Proficiency with MS Office, SQL and CloudWatch.

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Job Purpose

• This position will report into the BluNOVA Chief Information Officer and will be responsible for ensuring the efficient and professional operation of the BluNOVA Support Desk, in-line with internal and external service level agreements.
• The Support Manager will also manage Support Desk staff, establish relationships with clients, and be a champion for customer service.

Key Responsibilities

Strategic Planning & Operations Management

• Delegate tasks to technicians based on SLA, technician availability and skill level.
• Ensure that the BluNOVA Support Desk adheres to SLAs for specific issues with respect to the severity of the issue.
• Perform root cause analysis of issues related to BluNOVA’s AWS Lambdas and develop resolution plans.
• Provide support for new Lambda releases and deployments.
• Understand the service-cost relationship and drive continuous service improvements.
• Provide resource capacity to deliver against the BluNova project objectives with the relevant technical skills.

Compliance & Reporting

• Provide BluNOVA Executive team with insights into the performance of the Support Desk.
• Control and mitigate Support Desk performance that falls outside of defined acceptable thresholds.
• Conduct risk assessments and prepare mitigation plans.
• Review tactical and long-term metrics of the Support Desk.

Compliance & Reporting

• Provide BluNOVA Executive team with insights into the performance of the Support Desk.
• Control and mitigate Support Desk performance that falls outside of defined acceptable thresholds.
• Conduct risk assessments and prepare mitigation plans.
• Review tactical and long-term metrics of the Support Desk.

Stakeholder Management

• Manage external service providers.
• Interact with business team to understand, document, and communicate service level agreements to team members.

Collaboration with Internal Teams

• Mentor and direct team members.
• Work with the team to develop issue management and service improvement plans.
• Work with cross-functional teams – both internal and external.
• Ensure team follows best-practices and maintains SLAs.

Personnel Management

• Assist in staff recruiting, training, performance evaluation, promotion, retention, and termination activities.

Requirements

Competencies

• Familiarity with AWS serverless infrastructure.
• Creative problem solving.
• Ability to diagnose and troubleshoot technical issues.
• Proficient with scripting and APIs. 
• Ability to work in a small, remote team; especially the ability to communicate clearly regarding any issues experienced on BluNOVA’s Lambdas.
• Acute attention to detail.
• Excellent problem-solving and communication skills.

Education

• Bachelor’s degree (BSc.) or Diploma in Engineering, Computer Science, Information Technology or equivalent.
• ITIL Foundation Certification
• MCSE / N+ / A+

Experience

• 5+ years’ experience in a similar role.
• Customer-service background with a customer-centric approach to support.
• Experience in dealing with customers during problem resolution and operating efficiently under pressure.
• Service improvement, planning and implementation.
• Service impact assessment.
• SLA management.
• Change and release management.
• Agile methodologies.
• IT Support.

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Job Purpose

• To manage and execute innovative sales & retention strategies within the Data, Voice and Telecommunications industry. Ensure implementation of the business sales strategy and associated actions to achieve expected Revenue and GP targets.

Key Responsibilities

New Business Development

• Lead suitable business opportunities through researching, sourcing new and identifying new industries and clients to do business with.
• Collaborate across the client portfolio and wider BLT business to develop feasible channel plans that enable revenue and profit generation.
• Focusing on growing and developing existing clients, together with generating new business and new business pitches.
• Responsibility for the effective on boarding of new clients.
• Responsible for the development and achievement of sales and profit through the direct sales channel.
• Create business plans for all current customer group and opportunity for new clients.
• Act as the key interface between the client and business.
• Distribution to all internal stakeholders of the final signed agreements and safekeeping of the original agreement.
• Directs strategic national account planning, roadmap, and account development.
• Timely & accurate revenue & new business value forecasting.
• Responsible for managing P&L accuracy and approval related for accounts under mandate.
• Keep abreast of changing market and other conditions, quickly amending and changing plans to ensure continuous growth.
• Conduct competitor analysis within the region and report activities to management.

Sales Management

• Drive accelerated revenue growth & acquire new business by:
• Identifying potential markets for new and existing products and services in accounts.
• Identify and pursue sales opportunities and leads, which may come from meetings, clients, other sales force, vendors, transformation deals and others.
• Monitor achievements of the assigned targets by client; immediately acting on low performing clients through corrective actions.
• Sales operations and pricing management – compile client pricing and manage the contractual process to sign a client

Report Generation

• Complete weekly, monthly, postmortem reporting, and quarterly sales performances and other reports as required.
• Complete general and region specific, weekly competitor analysis reports including potential proactive solutions to combat the competitor.
• Manage an accurate database for all assigned channel outlets and regional contacts and update regionally and nationally as required.

Requirements

Competencies

• Exceptional technical knowledge on VOIP; Data, Infrastructure solutions, Security and other telecommunication managed services
• Ability to hunt new clients and farm existing clients
• Good understanding of sales pipeline management outcomes to support an outbound sales environment.
• Excellent verbal and written communication skills
• Stakeholder engagement (internal and external)
• Project management / project implementation
• Proficient in Microsoft packages
• Advanced Excel

Education

• Grade 12
• Bachelor’s Degree or equivalent in Business or a related field

Experience

• Minimum 5 years’ sales (hunter) experience in data, voice and telecommunications industry
• Extensive technical knowledge and expertise in the data, voice and telecommunications industry
• Good commercial understanding/awareness of best practice of stakeholder management in a sales environment.