Fresh Roles at Nexio

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.
• MUST be willing to work 24/7 rotational shifts

go to method of application »

Additional Information:

• Installation, maintenance and tuning of Oracle and MySQL databases on RedHat Linux & UNIX platforms.
• Installation, configuration, and maintenance of Oracle Application server.
• Implementing backup and recovery strategies and perform data refreshes when required.
• Management of MySQL Master-slave replication.
• Provide 24X7 database administration support for about 90 production databases for clients.
• General database user & schema administration: password management, permissions, creating schemas, tables, procedures etc.
• Ensure stringent database uptime targets are met.
• Create shell scripts for task automation.
• Database security implementation and intrusion detection.
• Perform database upgrades (including applying security patches) for Oracle and MySQL environments.
• Capacity management.
• Performance monitoring and tuning.
• Provide up-to-date documentation of all environments.
• Apply application related patches supplied by 3rd Party vendors, for example Fuelplus, Pegasys & RAPID.
• Ensure seamless disaster recovery by testing and procedures.
• Team leader and mentoring of team members.
• Planning and implementation of projects.
• Oracle and MySQL database migrations to new hardware and new O/S versions.
• automated monitoring solution of Oracle and MySQL databases.
• Involved in set-up and testing of Veritas NetBackup software in conjunction with Oracle Recovery Manager.
• Involved in implementation of new systems for various clients.
• Consolidation of servers to accomplish maintenance and license cost savings.

TECHNICAL / PROFESSIONAL COMPETENCIES

Database Installation and Configuration:

• Install, configure, and upgrade Oracle database software to the latest versions.
• Implement and maintain database security measures to safeguard sensitive data.

Performance Tuning and Optimization:

• Monitor and optimize database performance to ensure maximum efficiency.
• Conduct regular performance analysis and implement tuning strategies.

Backup and Recovery:

• Develop and maintain database backup and recovery procedures.
• Perform regular backups and ensure the availability of recovery mechanisms.

Database Design and Capacity Planning:

• Collaborate with development teams to design and implement database structures.
• Conduct capacity planning to ensure the scalability of databases to meet future growth.

Security Management:

• Implement and manage database security policies, ensuring compliance with industry standards.
• Monitor and analyse database activity to identify and mitigate potential security risks.

Patch Management and Upgrades:

• Stay current with Oracle database releases, patches, and updates.
• Plan and execute database software upgrades as necessary.

Troubleshooting and Problem Resolution:

• Investigate and resolve database-related issues in a timely manner.
• Provide on-call support for critical database incidents.

Collaboration and Documentation:

• Work closely with cross-functional teams to support application development and integration efforts.
• Create and maintain comprehensive documentation for database configurations, processes, and procedures.

QUALIFICATIONS & EXPERIENCE

• Candidate should have a minimum of 8 years or more dedicated Oracle DBA experience.
• Oracle version 9.2 to 19c (or as close too)
• MySQL (version 5.7)
• Oracle Internet Application Server (iAS) 10G
• Experience in working in enterprise-scale environments.
• Shell scripting experience and good SQL, PL/SQL experience as well
• Oracle RAC, ASM, Dataguard, OEM experience
• Good Linux and “Unix” skills and Windows platforms knowledge as well
• Understanding of the integration layers, Applications/OS/Storage & assisting 3rd party and vendors (Developers/Application owners/Oracle)
• Backup and recovery knowledge/experience (RMAN / Veritas NetBackup)
• Good understanding of Security & Compliance
• Experience in Leading a DBA team and mentoring a bonus

go to method of application »

Key Accountabilities:

• To provide Technical Support for enterprise customers within the products, services and solutions offering to Vodacom Business customers. These are, but not limited to:
• Wide Area Network access services (MPLS/VPN / SD-WAN / Business Connect)
• Fibre
• Microwave
• VSAT
• Wireless GSM – LTE and 3G
• Diginet and ADSL as end-of-life solutions
• VoIP
• Internet access
• Hosting
• Security and.
• Electronic Commerce
• Inclusive of any emerging technologies such as SD-WAN, Business Internet, Business Connect
• Understand and utilise monitoring and other management toolsets, in order to investigate and resolve service requests:
• Siebel/Service Now
• Netcool
• Infovista
• MSPI
• Cisco QPS
• Palladion
• Voogle
• Axess
• Uniweb
• And other applicable systems
• Perform Technical Support diagnosis and troubleshooting using existing standard operating procedures and available tools.
• Report and manage access link issues to internal and external suppliers.
• Manage all incidents and customer queries on Siebel and other relevant systems.
• Timeous, accurate and high-quality recording of symptoms, progress updates and status changes throughout the lifecycle of an incident.
• Target a resolution ratio of 70-80% of all incidents logged at the Technical Service Desk, using Standard Operating Procedures (SOP) and information sources for assistance.
• Manage the average Mean Time to Restore (MTTR) on a month-to-month basis according to Service Level Agreement (SLA) requirements.
• Ensure incident resolution within SLA, by escalating to the Technical Assurance support team or any other specialist departments internally.
• Professional and Quality engagement with all external parties, partners and companies.
• Ensure timely and correct escalation of incidents when necessary.
• Utilise escalations management procedures as defined by Standard Operating Procedures (SOP)
• Participate on special projects as assigned.

Overall Performance Indicators:

• Primary interface and Single Point of Contact (SPOC) for enterprise customers within the services and solutions stack of Vodacom Business.
• Coordinate, manage and communication of calls logged to the Technical Service Desk and Assurance Team and assigned to the Technical Officer.
• Manage the customer expectation of exquisite services, quality feedback and control, performed within a professional structured approach.
• Manage day-to-day service delivery within SLA expectation.
• Fully documented, and quality-controlled incidents and other service requests.
• Increase Customer Service Index (CSI) survey score with a target of 55 in the 2019/2020 financial year.
• Managing Mean Time to Restore / Resolve (MTTR) within SLA parameters.

Job knowledge:

• Information Communication and Telecommunication (ICT) industry
• Understanding of mobile (GSM) and enterprise (IP) technologies
• Incident management and troubleshooting (Analysis and diagnosis of incidents)
• CRM / Incident and Service Management systems such as Siebel and other similar tools (Remedy, HP SD, Service-Now)
• Knowledge of:
• Access services
• Broadband services (Business Internet)
• VoIP
• E-commerce,
• MPLS networking
• Cisco products
• SD WAN technologies
• Network diagnostic tools and methods

Job Related Skills:

• Possess strong customer service and customer centric focus.
• Quality execution of work
• Microsoft Office applications
• Business Operation System (BSS) and Operational Support Systems (OSS) applications
• Strong problem-solving skills and inherent decision-making ability
• Excellent telephonic, verbal and written communication
• ITIL, eTOM or TOGAF
• Able to take initiative and be assertive to resolve / complete incidents and requests.
• Ability to organize work in an efficient manner, work with multiple calls concurrently, and prioritise calls.
• Work well under pressure and handle stress and stressful situations properly.
• Work with minimal direct supervision.

Job Experience & Education:

• Matric Certification (essential)
• CCNA / CCNP or any related certification associated with (essential or evidence working towards).
• 3 Year Degree / equivalent Diploma in engineering / Information Technology / computer science (desirable)
• ITIL Certification(s) (desirable)
• 2 - 3 years on an ICT Service Desk of which 6 months must be in a complex IP routing environment
• At least 1 year of technical support of ICT services