Fresh Jobs at Nexio

ROLE PURPOSE

• The Service Analyst plays a pivotal role in enabling data-driven service excellence across Vodacom Business Technology Solutions. This role supports proactive service management through advanced analytics, SLA governance, customer engagement, and continuous improvement. The ideal candidate combines technical acumen with business insight to elevate customer satisfaction and operational performance.

ROLE REQUIREMENT

Service Performance and Insights

• Design and deliver automated, interactive dashboards and reports using BI tools (e.g., Power BI).
• Ensure timely delivery of customer-facing service reports (weekly, monthly, quarterly).
• Provide post-incident analytics and insights following major service disruptions or escalations.

SLA Governance and Root Cause Analysis

• Monitor SLA compliance across services and identify breach patterns.
• Perform detailed investigations for SLA breaches, leveraging the systems available
• Track and report on Service Improvement Plans (SIPs) with measurable outcomes.

Customer Experience and Engagement

• Support Service Managers in preparing for customer service reviews, QBRs/EBRs, and strategic engagements.
• Document meeting outcomes, track action items, and ensure resolution within agreed timelines.
• Act as a data translator, turning technical metrics into business-relevant insights.

Data Analytics and Continuous Improvement

• Analyse large datasets to uncover trends, risks, and opportunities for service optimization.
• Develop predictive models and KPIs to anticipate service issues and improve performance.
• Contribute to automation initiatives and process reengineering using Lean/Agile methodologies.

Collaboration and Operational Excellence

• Partner with cross-functional teams to align service delivery.
• Maintain governance documentation and knowledge repositories (e.g., SharePoint).
• Participate in failover testing, RFP responses, and service readiness assessments.

PROFESSIONAL COMPETENCIES

Service Management Expertise

• Deep understanding of ITIL principles, SLA frameworks, and service lifecycle management.

Data Analytics & Reporting

• Proficiency in tools like Power BI, Excel, and experience in building dashboards and reports.

Quality Assurance & Governance

• Knowledge of compliance standards, audit practices, and quality control mechanisms.

Technical Acumen

• Familiarity with telecoms and IT infrastructure (e.g., networks, cloud, security) and how they impact service delivery.
• Process OptimisationExperience applying Lean, Agile, or Six Sigma methodologies to streamline workflows and reduce waste.

Digital Literacy

• Comfortable working with digital platforms (e.g., SharePoint, Confluence, Jira) and automation tools.

Business Intelligence

• Ability to translate operational data into strategic insights that support business decisions.

Risk and Incident Management

• Understanding of incident response protocols, RCA methodologies, and risk mitigation strategies.

QUALIFICATIONS & EXPERIENCE

Educational Background: Required

• Senior Certificate (Matric)
• National Diploma or equivalent in Information Technology or a related field

Certifications (Preferred):

• ITIL Foundation
• Lean Six Sigma Yellow Belt
• Agile or DevOps Awareness

Professional Experience:

• 2 to 4 years of relevant experience in service management, data analytics, or IT operations within the telecommunications or enterprise IT sector
• Demonstrated expertise in SLA monitoring, performance reporting, and customer engagement

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ROLE PURPOSE

• The Availability & Capacity Management Specialist is responsible for the end-to-end operational execution and continual improvement of Availability and Capacity Management practices across Nexio’s/Clients ICT services and infrastructure.
• The role ensures that IT services and supporting infrastructure are available, performant, and adequately resourced to meet current and forecasted business requirements, in line with agreed Service Level Agreements (SLAs) and ITIL best practices.
• The role operates within the Service Assurance function and works closely with Service Management, Technical Operations, Architecture, and Suppliers to proactively manage risk, forecast demand, and optimise service performance and resilience.

ROLE REQUIREMENT

General Accountabilities

• Maintain end-to-end accountability for Availability and Capacity Management processes within the Service Operations environment.
• Ensure IT services meet agreed availability and capacity targets as defined in SLAs and OLAs.
• Maintain effective visibility and reporting to Service Assurance and senior stakeholders.
• Understand customer business priorities, service dependencies, and criticality.
• Apply ITIL-aligned best practices, policies, and procedures consistently.
• Influence stakeholders and suppliers where direct authority does not exist.
• Act as a subject matter specialist for Availability and Capacity Management.

AVAILABILITY MANAGEMENT RESPONSIBILITIES

• Ensure existing services deliver agreed availability levels as defined in SLAs.
• Validate availability requirements during the design and introduction of new or changed services.
• Assist in investigating and diagnosing incidents and problems impacting service availability.
• Contribute to infrastructure and solution design by specifying availability and recovery requirements.
• Define monitoring requirements for automated event and availability management systems.
• Specify reliability, maintainability, and serviceability requirements for supplier-provided components.
• Monitor and report actual service availability against SLA targets.
• Proactively identify opportunities to improve service availability and infrastructure resilience.
• Develop, maintain, and execute an Availability Plan aligned to business needs.
• Perform regular reviews and audits of the Availability Management process.
• Define recovery and resilience design criteria for infrastructure and services.
• Support cost justification for availability-related investments in collaboration with Financial Management.
• Maintain and execute availability and resilience testing schedules.
• Support risk assessment and mitigation activities with Security and IT Service Continuity Management.
• Attend CAB meetings to assess and advise on the availability impact of RFCs.
• Act as the escalation point for availability-related issues.

CAPACITY MANAGEMENT RESPONSIBILITIES

• Ensure sufficient IT capacity is available to meet current and future service requirements.
• Advise senior IT stakeholders on capacity optimisation and demand matching.
• Identify capacity requirements through engagement with Service Level Management and business stakeholders.
• Maintain understanding of current infrastructure utilisation and maximum capacity thresholds.
• Perform capacity sizing for new or changed services using modelling and forecasting techniques.
• Forecast future capacity requirements based on business plans, growth trends, and usage data.
• Develop and maintain a Capacity Plan aligned with the organisation’s business planning cycle.
• Ensure appropriate monitoring of system performance and resource utilisation.
• Analyse capacity and performance data and report against SLA and performance targets.
• Raise incidents and problems when capacity thresholds are breached and support root cause analysis.
• Identify and initiate tuning and optimisation activities to improve capacity and performance.

KEY PERFORMANCE INDICATORS (KPIs)

• SLA compliance for availability and performance
• Accuracy and effectiveness of availability and capacity forecasting
• Reduction in availability and capacity-related incidents
• Quality and timeliness of reporting and analysis
• Effectiveness of risk identification and mitigation
• Stakeholder satisfaction with service performance

PROFESSIONAL COMPETENCIES

• Strong understanding of Availability and Capacity Management within ITIL.
• Proven experience managing SLAs and performance metrics.
• Strong analytical and diagnostic capability.
• Experience in infrastructure design and performance optimisation.
• Proficiency in monitoring, reporting, and capacity planning tools.
• Ability to analyse trends and translate data into actionable insights.
• Strong communication and stakeholder engagement skills.
• Ability to work independently and collaboratively.
• Strong attention to detail and quality assurance.

QUALIFICATIONS & EXPERIENCE

Essential

• Bachelor’s Degree in Information Technology, Computer Science, or related field.
• Minimum 5 years’ experience in IT Service Management, with a focus on Availability and Capacity Management.
• ITIL® Foundation Certification.

Desirable

• ITIL® Specialist certifications (Availability, Capacity, or High Velocity IT).
• Advanced ITIL certifications.
• Relevant technical certifications (e.g. Cisco, Microsoft, AWS).
• Experience in complex, multi-technology ICT environments.

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• The Technical Officer provides first- and second-line technical support to Vodacom Business customers by assisting with incident logging, basic troubleshooting, ticket management, and customer communication across selected products and services.
• The role focuses on developing technical capability, delivering reliable customer support, and escalating issues appropriately, while working under guidance and within defined operational procedures.

ROLE REQUIREMENT

Incident and Ticket Management

• Log, update, and manage service tickets accurately in the relevant systems.
• Acknowledge assigned tickets within agreed timelines.
• Perform initial troubleshooting and diagnostics using standard procedures and knowledge articles.
• Escalate unresolved or complex issues to senior support teams with clear notes and findings.
• Provide customers with regular status updates as guided by SLAs and team leads.
• Ensure proper shift handover to minimise unattended tickets.

Customer Support

• Provide professional and courteous support to customers via phone and written communication.
• Support customers on basic connectivity and service-related queries, including:
• WAN services (MPLS, VPN, SD-WAN – exposure level).
• Access technologies such as Fibre, LTE/3G, Microwave, and legacy services (basic support).
• Follow escalation and priority-handling instructions from senior team members.
• Adhere to customer service standards and service-level commitments.

Operational Support

• Assist with daily ticket reviews and open-case follow-ups.
• Capture accurate information to support fault resolution and reporting.
• Perform basic quality checks on ticket updates and documentation.
• Liaise with internal teams (e.g. Assurance, Field Operations, SOC) as directed.
• Identify recurring issues and flag them to senior team members or Problem Management

Learning, Teamwork, and Development

• Work closely with senior Technical Officers and specialists to build technical skills.
• Participate in knowledge-sharing sessions, training, and coaching.
• Document learnings, resolutions, and customer interactions clearly.
• Demonstrate willingness to learn new technologies and systems.
• Support team collaboration and contribute positively to the service environment.

Technical and professional qualifications

• Matric (essential).
• National Diploma or Certificate in IT, Networking, or a related field (advantageous but not essential).

Certifications:

• CCNA (or currently studying towards) – advantageous.
• CCNP (advantageous).
• ITIL Foundations (advantageous).

Skills and Competencies

• Basic troubleshooting and analytical skills.
• Strong communication skills (verbal and written).
• Good attention to detail and record-keeping.
• Ability to follow processes and escalation paths.
• Customer-focused mindset.
• Willingness to learn and grow within a technical support role.

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ROLE PURPOSE

• The Service Manager is accountable to the Manager: Service Management and performs the day-to-day operational and managerial tasks demanded by the process activities.

In general, the Service Manager has:

• Visibility at a management level within Vodacom Business and in the Customer environment
• Awareness of the Customer’s business priorities, objectives and business drivers
• Awareness of the role Vodacom Business plays in enabling the Customers business objectives to be met
• Customer service skills
• Awareness of what Vodacom Business can deliver to the customer, including the latest products and capabilities
• The ability to use, understand and interpret Vodacom Business processes, policies and procedures and to ensure adherence
• Good influencing skills and is a good negotiator, as he or she often does not have authority over staff working with his or her processes
• The competence, knowledge and information necessary to perform the role
• Must be an effective communicator

ROLE REQUIREMENT

• Keep aware of changing business needs.
• Ensure that the current and future service requirements of customers are identified, understood, and raised with the Account Management team.
• Technical involvement in allocated customers’ issues and providing recommendations in conjunction with Technical Service Teams.
• Ensure that improvement initiatives identified in service reviews are documented as a SIP (Service Improvement Plans) and acted upon and progress reports are provided to customers on a weekly basis.
• Accommodate any existing Service Improvement Plans / Programs within the Service Management process.
• Solutions Implementation with a focus on major and recurring incidents and work closely with resources from different Business Units to determine root cause when a deeper unknown cause is suspected and requires investigation. Involving System Architects, Transmission Networks, Account Managers, Engineers & Specialists. Process re-engineering and work-flow improvement.
• POCs (Proof of Concepts) used to provide clients with tangible corroboration of proposed Changes.
• Coordination of projects to remedy and improve existing services to customers networks.
• Monthly, Quarterly and Annual reviews. This includes a detailed review of all services, SLA (Service Level Agreement) Reporting, billing issues and any relevant strategic issues.
• Ensuring that ITIL best practice is followed.
• Triggering any Service Improvement Initiatives.
• Functions as a point of escalation for Service Management Analysts.
• Escalation of SLA (Service Level Agreement) breaches to Manager Service Management.
• Reporting on all changes, specified per service, process, department and any other Key Performance Indicators that is agreed with the Customer.
• Recommending service improvements and initiates Service Improvement Programs.
• Expedite any major incidents logged by their customers to ensure that service is restored as quickly as possible.
• End-to-end responsibility for ensuring that all Service Level Agreements (SLA) and Operational Level Agreements (OLA) with the customer are met and levels of Service optimized.
• Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent theirVisibility on a customer senior management level.
• Analyse and review Service Performance against the SLAs.
• Organise and maintain the regular Service Level review process with the Customer which covers:
• Review outstanding actions from previous reviews
• Review current performance
• Review Service Levels and Targets (where necessary)
• Agree appropriate actions to maintain / improve Service Levels
• Initiate any actions required to maintain or improve Service Levels and initiate Service Improvement Plans (SIPs) as required by the defined process.
• Act as coordination point for any temporary changes to Service Levels required (i.e.: extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider, etc.)
• Attend Change Advisory Board meetings when appropriate.
• Identify improvement opportunities to make Service Management more effective and efficient.
• Ensure that the Service Level Management Key Performance Indicators are met for the assigned Customers.
• Ensure that the Service Management process operates effectively and efficiently

QUALIFICATIONS & EXPERIENCE

• The Service Level Manager should possess an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate for his or her specific process.
• A minimum of 3 to 5 years’ experience in an IT or Telecommunications environment is required.
• Proficiency in Microsoft Word, Excel and PowerPoint 
• Matric/Equivalent

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ROLE PURPOSE

• The VoIP Fraud & Technical Support Specialist is responsible for detecting, investigating, and resolving VoIP fraud incidents as well as providing advanced technical support for VoIP platforms. This role ensures service continuity, protects customers from fraud exposure, and supports the stability of VoIP systems through proactive monitoring, troubleshooting, and close collaboration with internal and external teams.
• The specialist will work with technologies such as SIP, RTP, SBCs, PBXs, firewalls, monitoring tools, and fraud detection platforms (e.g., HP FMS). The role requires a strong technical foundation, analytical ability, and excellent communication skills when working with customers, service managers, and third-party vendors.

PRIMARY DUTIES AND KEY RESPONSIBILITIES- JOB SPECIFIC REQUIREMENTS

VoIP Fraud Investigation & Prevention

• Monitor, investigate, and resolve VoIP fraud alerts using fraud detection systems (e.g., HP FMS).
• Perform root‑cause analysis on fraud incidents and provide recommendations to prevent recurrence.
• Review suspicious call patterns, CDR analytics, and usage anomalies.
• Apply fraud mitigation actions (call barring, IP restrictions, blocking high-risk destinations).
• Work closely with Service Managers and customers to validate traffic legitimacy and provide security advisories.

VoIP Technical Support

• Provide Tier‑1 technical support for VoIP services, SIP trunking, PBXs, ONB devices, and call routing issues.
• Troubleshoot SIP, RTP, codec, NAT traversal, and one-way/no‑audio problems using diagnostic tools such as Wireshark.
• Assist with configuration validation for customer PBXs and VoIP devices.
• Review network and firewall configurations affecting VoIP services.

Incident Management 

• Work on Service Now, update, and resolve tickets regularly.
• Ensure timely communication and resolution of incidents to minimize downtime.

System and Tool Expertise 

• Utilize knowledge of Session Border Controllers (SBCs) for securing and managing VoIP traffic.
• Support and troubleshoot Microsoft Teams and One Net Business communication platforms.

Compliance and Security

• Ensure compliance with PoPIA (Protection of Personal Information Act) regulations.
• Apply basic cybersecurity principles to protect VoIP systems and data.

Collaboration and Reporting

• Collaborate with cross-functional teams to address fraud and technical issues.
• Document findings, prepare reports, and provide insights on fraud incidents and resolutions.

Skills and Qualifications

TECHNICAL SKILLS

Session Initiation Protocol (SIP)

• In-depth knowledge of SIP for VoIP communication and troubleshooting.

Wireshark

• Proficiency in using Wireshark for packet capture, analysis, and troubleshooting network and VoIP issues.

Oracle Operation and Communication Monitor

• Experience with Oracle tools for monitoring and managing communication systems.

HP Fraud Monitoring

• Knowledge of HP fraud monitoring tools, processes, and best practices for detecting and mitigating fraud.

Session Border Controller (SBC)

• Understanding of SBCs for securing and managing VoIP traffic.

Microsoft Teams and One Net Business

• Knowledge of these platforms for supporting unified communications.

Basic IP Networking

• Understanding of IP addressing, routing, subnetting, and networking protocols (e.g., TCP/IP, UDP, DNS, DHCP).

Cybersecurity Basics

• Knowledge of cybersecurity principles to protect VoIP systems and data.

Voice Over IP (VoIP)

• Hands-on experience with VoIP technologies, including call setup, codecs, and quality of service (QoS).

Router Technologies 

• Familiarity with different router configurations, troubleshooting, and access link investigations.

PoPIA Compliance

• Understanding of PoPIA regulations and their application in protecting personal information.

SOFT SKILLS

• Strong analytical and problem-solving abilities.
• Ability to work in a high-pressure, 24/7 operational environment.
• Excellent written and verbal communication.
• High attention to detail, especially in fraud detection and RCA writing.
• Customer-focused mindset with the ability to simplify complex technical issues.
• Strong teamwork and collaboration skills.

ADDITIONAL REQUIREMENTS

• Willingness to work in shifts (if required) to ensure 24/7 fraud monitoring and technical support.
• Experience with PBX platforms (3CX, Asterisk, Cisco, Yealink).
• Experience in interconnect routing, translations, or number portability troubleshooting.
• Knowledge of cybersecurity fundamentals or SOC operations.
• Familiarity with ServiceNow ITSM platform.
• Knowledge of Broadsoft, ESM,MSPI , OSSI SC, Integrity, MS Teams,HP FMS.

Qualifications & Certifications

• Cisco Certifications (CCNA, CCNP) (Preferred)
• SIP School Certified Associate- SSCA (advantageous).
• Degree/Diploma in IT, Computer Science, Telecommunications, Cybersecurity, or a related field (advantageous).
• Experience with VoIP technologies and protocols (e.g., SIP, RTP, HIP PBX systems).
• Knowledge of network security, firewalls, Wireshark, and fraud prevention techniques.
• Strong troubleshooting skills and experience in VoIP technical support or network administration.
• Familiarity with VoIP monitoring tools and fraud detection software.

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ROLE PURPOSE

• The Data Protection: Intermediate Engineer is responsible for the administration, support, and optimisation of enterprise data protection environments, with specific focus on Veritas NetBackup and Dell EMC Networker solutions. The role ensures data availability, compliance with service-level agreements (SLAs), and robust recovery processes to safeguard customer operations. The incumbent will provide technical delivery, contribute to continuous improvement initiatives, and act as a trusted advisor to customers.

ROLE REQUIREMENT

Backup & Recovery Operations

• Administer, configure, and maintain Veritas NetBackup and Dell EMC Networker environments.
• Perform daily operational checks, monitoring, and troubleshooting to ensure successful backups and recoveries.
• Implement and support backup configurations across Windows, Linux, Solaris, SQL, Oracle, and VMware environments.
• Execute recovery procedures to meet customer requirements.
• Manage cloning, replication, and cloud-based backup integrations (e.g., DDVE).

Infrastructure Management

• Proactively manage backup infrastructure including patches, upgrades, and performance optimizations.
• Produce capacity, utilisation, and availability reports to support planning and cost recovery.
• Participate in DR design, planning, and testing.

Service Delivery & Support

• Ensure SLA compliance and adherence to change, incident, and problem management processes.
• Provide technical expertise and act as an escalation point for complex issues.
• Engage with vendors for technical challenges and solution reviews.

Team & Knowledge Contribution

• Mentor junior engineers and contribute to team knowledge sharing.
• Participate in continuous improvement initiatives to enhance service delivery.

COMPETENCIES (KNOWLEDGE, SKILLS AND ATTRIBUTES)

• Veritas NetBackup and Dell EMC Networker administration (essential).
• Backup configuration, troubleshooting, and recovery across OS, DB, and VM workloads.
• Familiarity with Data Domain, DDVE, and replication technologies.
• Linux system administration and networking fundamentals (essential).
• Knowledge of VMware and EMC SAN (advantageous).
• Disaster recovery design and testing experience.

QUALIFICATIONS & EXPERIENCE

• Matric (Grade 12)
• Diploma/Degree in IT, Computer Science, or related field.
• 4–6 years’ experience in data management, backup, and recovery engineering.
• In-depth knowledge and 2+ years of experience in Veritas NetBackup Data Protection product suites
• In-depth knowledge and 2+ years of experience in Dell EMC Data Protection product suites
• Technical and/or professional certification with one of Data Protection and Recovery Tools (Veritas NetBackup and EMC Networker essential)
• Good network knowledge and experience (essential)
• Solid knowledge and working experience with Linux (essential)
• VMware experience (advantageous)
• EMC SAN experience (advantageous)