Fresh Jobs at Puma Energy

Main Purpose:

The IT Support Lead will be responsible for overseeing and managing IT support services across multiple locations in Africa. This role requires strong technical expertise, leadership capabilities, and the ability to effectively collaborate with cross-functional teams to ensure smooth IT operations and support for the business.

Knowledge Skills and Abilities, Key Responsibilities:

KEY RESPONSIBILITIES

IT Support Management

• Lead and manage the IT support team, ensuring efficient delivery of technical support services to end-users across various locations in Africa.
• Develop and implement IT support processes, procedures, and service-level agreements (SLAs) to ensure timely and effective issue resolution.
• Monitor and analyze support performance metrics, identify areas for improvement, and implement corrective actions as necessary.
• Stay updated on industry best practices and emerging technologies to optimize IT support capabilities.
• Technical Troubleshooting and Issue Resolution
• Provide technical expertise and guidance to the IT support team in troubleshooting and resolving complex hardware, software, and network issues.
• Act as an escalation point for critical IT support incidents, ensuring timely resolution and minimal disruption to business operations.
• Collaborate with internal teams and external vendors to resolve technical issues, coordinating efforts to deliver effective solutions.
• User Training and Documentation
• Develop training programs and materials to enhance end-user knowledge and self-service capabilities.
• Conduct training sessions and workshops to educate users on IT systems, tools, and best practices.
• Create and maintain technical documentation, user guides, and knowledge base resources to facilitate efficient issue resolution and self-help options.

IT Asset Management

• Oversee IT asset management processes, including procurement, inventory management, and tracking of IT hardware, software, and licenses.
• Ensure compliance with licensing agreements and maintain accurate records of IT assets and configurations.
• Coordinate with procurement and finance teams to plan and budget for IT asset refresh and replacement cycles.
• Vendor and Stakeholder Management
• Manage relationships with IT vendors, service providers, and suppliers in the region.
• Collaborate with procurement and legal teams to negotiate contracts, service-level agreements, and pricing terms.
• Monitor vendor performance, conduct regular reviews, and ensure adherence to SLAs and contractual obligations.

IT Security and Compliance

• Implement and maintain IT security policies, procedures, and controls to protect business systems and data.
• Collaborate with the global security team to ensure adherence to corporate security standards and compliance with local regulations.
• Monitor and respond to IT security incidents, conducting investigations and implementing remediation measures as required.

REQUIREMENTS

• Master's degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT support management, preferably in the downstream business sector in Africa.
• Strong technical knowledge and expertise in IT infrastructure, systems, and applications.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience in managing IT support teams across multiple locations and countries.
• Excellent leadership and people management skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work effectively with cross-functional teams and stakeholders.
• Familiarity with IT service management frameworks and practices (e.g., ITIL).
• Understanding of IT security principles and best practices.
• Ability to adapt to a fast-paced and dynamic business environment.
• Fluency in English is required, and knowledge of local languages in African countries is a plus.

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Main Purpose:

Responsible to provide customer support excellence to internal and external business partners by acting as a primary contact point for information requests and business enquiries. Deals with order placement, stock availability, order delivery follow-ups, country stock position updates, outstanding paperwork (invoices, delivery notes). Responsible for creating Sales Orders, Invoices, delivery notes, stock transfer orders, Purchase Orders and Credit Memos within Navision and for adequately handling customer inquiries and / or account reconciliations.

KEY RESPONSIBILITIES:

Managing customer product orders

• Creates Orders in Navision and Salesforce, generates a delivery note and invoice from the system received through calls, e-mails, portal or other means. 
• Adheres to call center best practices complying with existing rules and attending customers within expected service levels. 
• Generates outbound calls to customers when required. 
• Ensures data is recorded without errors facilitating a smooth operation. 
• Ensures cut off times are adhered to
• Maintains good, timely and effective communication with schedulers and customer
• Ensure that the freight charges are raised in Navision on behalf of PAP 

Pricing management in the system

• Management of the Lubricant pricing in the system with the support of Mumbai Pricing Team 
• Ensure that the price for all products are always live and accurate 
• Ensure that the price for each SKU and each customer is correctly reflected on the invoice 
• Promptly escalates any issues to Supervisor/management in order to maintain satisfactory response times.
• Records errors and concerns around pricing information and reports to management as and when they occur
• Corrective actions to be put in place to ensure error does not occur in future 

Stock transfers between AGL and warehouses 

• Prepares loads from AGL to warehouse on a daily basis 
• Generates a transfer order in Salesforce
• Share documentation of the collection with transporters 
• Verification of the stock received by warehouse was dispatched by AGL
• Communicate any adjustments to AGL so that corrections can be made 
• Receipt the stock into the warehouse location on Navision 
• Create, when required stock transfers between the 2 warehouses

Back-end support.

• Generates Credit and/or Debit notes as a result of product diversions, price adjustments, delivered quantity discrepancies and any other business requirements. 
• Ensures all related customer account reconciliations are completed promptly when required. 
• Responsible for obtaining proper approval as per delegation of authority and internal control processes prior to executing such transactions and finalization of reconciliations. 
• Complies with all control standards and available procedures including safety

PO’s from 3rd Party Suppliers

• Capture PO’s in Navision from 3rd party service providers 
• Ensure latest cost is shared with the pricing team 
• Stock to be receipted into the correct warehouses upon receipt of the product 

Administrative requirements

• Back up required for Lubricants staff while on leave 
• Proforma invoice to be created and shared with export countries and new market when required 
• Ensure all related paperwork is either filed or kept in such manner as prescribed by direct line supervisor and/or manager. 
• Generates periodic reports as required
• Tracking of KPI’s on a monthly basis 
• Tracking Lubricants Blending and Transport spend and performance 

REQUIREMENTS:

Experience:

• High-school Matric qualification required.
• Diploma in business studies, logistics or related field
• 2 years industry experience. Oil industry experience an advantage
• Experience in dealing with external customers preferred.
• Background in Call Center activities or accounts departments is an advantage

Skills:  

• Proficient in Microsoft Office and Outlook. 
• Ability to communicate effectively English language.

Competencies: 

• Excellent verbal and written communication
• Conflict handling skills
• Ale to prioritize work tasks
• Able to handle fast moving and high-pressure customer facing environment
• Problem solving skills
• Customer Service Oriented
• Quick learner
• Excellent planning and organization skills
• Proactive and detail-oriented
• Team player
• Persuasion without authority skills