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  • Posted: May 25, 2022
    Deadline: Not specified
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  • Altron Bytes Systems Integration (Altron BSI) is an end-to-end ICT service provider of consulting, implementation and outsourcing services, which are strategically aligned to fit for purpose, cost effective, and optimised for performance. We have a clear go-to-market in key industries covering: Financial Services; Telecommunications, Media & Entertain...
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    Operator: Docucare Cape Town

    Job Description

    Key Responsibilities:  

    • Check all machines on a daily basis and perform first-level maintenance such as the topping up of all consumables, polishing of the glass plates, cleaning of all rollers, etc.
    • Investigate all machine faults as soon as they are reported and resolve where the resolution falls within the incumbent’s capabilities.
    • Escalate all machine faults that the incumbent is not capable of resolving in accordance with the defined channels and service levels.
    • Monitor consumable levels and ensure that orders are placed timeously where minimum order levels have been reached.
    • Interface with the Site Manager, and advise of all trends concerning machine availability, machine utilization, consumable utilization, and new user requirements that may have become apparent.
    • Maintenance of Print service terminal devices.
    • Must be able to work shifts and weekends.

    ACCOUNTABILITY

    • Revenue under management
    • Differs Based on BU
    • Budget under management
    • Differs Based on BU

    COMMUNICATIONS & WORKING RELATIONSHIPS:

    Internal: 

    • ABDS

    Reasons for Interaction:

    • Update on site and machine concerns

    External: 

    • Customer

    Reasons for Interaction: 

    • Assist customer where applicable

    QUALIFICATIONS, EXPERIENCE, & SKILLS:

    Educational Qualifications:

    • Matric.

    Other requirements

    • PC literate.
    • Hardware skills.
    • Ability to interface with all levels of technical support and end user personnel.
    • Customer service, attention to detail & quality (Behavioral Skills).
    • In some locations, specific language requirements are essential.
    • Relevant Industry/Domain knowledge 
    • Presentation and dress code.

    Competencies

    Behavioral Competencies

    • Communication and information
    • Following and adhering to Processes and Procedures
    • Form part of a culture aligned to Altron’s strategy with regards to purpose; vision; values and goal.

    Education

    • National Certificate Level 4 (N4) / Grade 12 (Required)

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    People Manager

    Job Description

    Responsibilities

    Altron Karabina Onboarding / Orientation

    • Directly responsible for employee onboarding and orientation for Altron Karabina
    • Create a positive and professional impression of Altron Karabina from the first contact with new starters
    • Ensure that the company is ready for the employees as soon as they start (email addresses, systems access, building access, laptops, desk)
    • Drive high level plan for the new starters for the first 2 days (and onwards if required)
    • Ensure that the Orientation Programme is constantly updated and refreshed by keeping abreast of current trends
    • Use of technology to ensure that new starters in JHB, CT and DUR are also on boarded professionally

    Performance Management and Improvement

    • Collating and conducting performance reviews (probation and bi-annual)
    • Monthly 1:1s to touch base with consultants and develop high trust relationships – ensure all action points are followed up within 24 hours of the meeting
    • Coaching and soft skills development
    • Continuous tracking of KPIs
    • Ensure consultants’ time is put to good use in between projects.  Motivate them to be productive in their “down time”.
    • For staff allocated to you from Sales and other areas – ensure you conduct regular meetings and feedback on action points to relevant line manager.

    Performance Improvement

    • Good knowledge of SA Labour Law, BCEA and Altron Disciplinary Code and Procedure
    • Good knowledge of Altron employee contracts
    • Good knowledge of Altron benefits and perks
    • Ensure correct processes followed when initiating Performance Improvement Programmes (PIP) for cases of poor performance.
    • Understand that the intention of PIP is to turn undesirable behaviours around or close skills gaps
    • Ensure correct processes followed when initiating Disciplinary action for cases of misconduct.  Ensure staff are treated firmly but fairly and in line with our Disciplinary Code
    • Documentation of all incidents that could results in performance / misconduct hearings
    • Capture all disciplinary action onto the HR Management System

    Career Journey

    • Be involved in the entire lifecycle of staff “from hiring to retiring” (on boarding, career development, coaching and mentoring)
    • Employee orientation and on boarding – ensure all new starters have a clear view of the organization and their role within the organization from day 1 (including but not limited to Role Profiles, KPIs, Learning Paths, etc)
    • Create a positive, professional first impression of Karabina from day 1
    • Ensure consultant’s / staff’s career journey is clear and vivid
    • Assist with formulating their career journey goal setting
    • Work closely with Learning and Development Officer for employee training (internal and external)
    • Drive consultants to study and sit for Microsoft Exams
    • Off boarding – exit interview, resignation confirmation, etc.  Ensuring the off boarding process is as professional and as clear as the on boarding process

    Organisational Effectiveness (for Industrial Psychologists)

    • Running the Psychometric process from beginning to end (working closely with Talent Acquisition Lead to ensure Psychometrics are run timeously)
    • Producing detailed Psychometric reports with recommendations
    • Providing face to face feedback to hiring manager and candidate (if requested)
    • Providing face to face feedback to new hires once they join the company

    Altron Projects

    • Be an active participant in any / all Altron Human Capital or Organisational Effectiveness projects that land within the business
    • Ensure our approach is active, energetic and professional
    • Professional member of the various Altron Human Capital forums / project teams

    Employee Engagement

    • Conduct, evaluate and provide feedback on various Employee Surveys and  Pulse Surveys. 
    • Drive and facilitate communication of results
    • Drive and facilitate focus groups to develop action plans to address areas of concern
    • Monitor and drive implementation of action plans in a way that connects the solution to the outcome of the survey

    General

    • Driving company values to ensure we have the right people working for us and representing us at every level
    • Drive Work on Wellness programme (understanding of ICAS offerings so we can drive internal usage to benefit staff)
    • Understanding the purpose of various roles in a consulting environment and how they interact (consultants, sales, marketing, etc)
    • Policy development, updating and documentation
    • Prepare and distribute company communication where relevant
    • Take care of employee safety, welfare, wellness and health
    • Be an active member of the social committee
    • Assist and advise management on staffing issues. 
    • Be the manager’s right hand in terms of people matters.
    • Work closely with resource manager and consulting leadership to communicate allocation of consultants
    • Constant communication with consulting leadership and line management on issues with staff that could impact business
    • Provide regular formal feedback to consulting leadership on all consultants reporting into them
    • Updating of People Operations intranet site and teams site in terms of documentation and information
    • Active involvement and ownership of various People Operations projects that are assigned to People Management
    • Knowledge sharing and free sharing of ideas within the team to stimulate ideas to drive the continuous improvement of People Operations
    • Create and update electronic files for all employees, ensuring all employee relevant documentation is saved electronically in employee files.  Transition paper employee files to electronic format.
    • Updating of role profiles as and when necessary

    Requirements

    • 4 - 6 years working experience with in People Operations/Human Capital
    • Degree in Industrial Psychology/Psychology/Behavioural Science
    • Working experience in an IT consulting environment is advantageous
    • Must have frontline experience in dealing with people

    Education

    • Bachelor's Degree: Psychology (Required)

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    Senior Business Intelligence Business Analyst

    Job Description

    Responsibilities

    • Responsible for facilitating user requirements workshops and design sessions
    • Responsible for documenting user requirements
    • Using a BIBA methodology
    • Responsible for systems analysis (source-to-target mappings, data profiling)
    • Responsible for Setting up a Bus Matrix Design
    • Responsible for building report prototypes 

    Requirements

    • Matric Certificate
    • 5+ working experience (Consulting environment would be an added advantage)
    • At least 5 Years’ experience using Kimball Methodology for Datawarehouse Design
    • Advanced Knowledge of designing Facts, Dimensions for Datawarehouse
    • Advanced Knowledge Setting up a Bus Matrix Design for a Datawarehouse
    • At least 5 Years’ Experience creating and documenting Dimension Models for a Datawarehouse
    • Knowledge of Microsoft Technologies 

    Education

    • National Certificate Level 4 (N4) / Grade 12 (Required), National Diploma: Information Technology

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    4X Support Technicians

    Job Description

    • Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face remotely or onsite with accuracy and efficiency.
    • Customer Relationship Management
    • Ensure that all customer queries are addressed within the Service Level
    • Agreement (SLA) stipulated time frame.
    • First time fix rate and recall rate under the stipulated requirements.
    • Maintain customer relationship.

    Internal Processes

    • Be productive based on the calls allocated to them.
    • Ensure that they comply with all Quality Management System (QMS)
    • procedures provided by the Field Service Managers (FSM).
    • Complete administration within time frames as per policies.
    • Action and close new calls within customer Service Level
    • and Mean Time to Respond / Mean Time to Complete.
    • Technical support, Hardware maintenance, trouble shooting in an end-user computing environment as well as Remote Event Support on Client Specified Platforms. 

    Human Capital

    • Ensure that all policies and procedures are followed according to the company requirement

    Job Requirements: Technical Qualifications, Skills and Experience

    • A + and N or Relevant IT Qualification.
    • Troubleshooting and categorising issues remotely to determine if it is software or hardware related and resolving software issues remotely where possible.
    • Strong knowledge in troubleshooting and configuring of Windows 10 and Microsoft Office products

    Education

    • National Certificate Level 4 (N4) / Grade 12: Grade 12 (Required)

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    Specialist: Network Engineer

    Job Description

    Key Responsibilities

    • To provide infield support on network solutions, and the associated services. 
    • Senior Network Engineer, will be responsible for managing and mentoring junior Network Engineering staff and handling advanced support issues.
    • Collaborating with network architects to design and implement functional company networks.
    • Installing and configuring networking hardware.
    • Creating and implementing network security measures.
    • Conducting regular network performance tests.
    • Delegating networking maintenance tasks to junior staff.
    • Dealing with escalated network support issues.
    • Drawing up network status reports.
    • Ensure all calls are carried out timeously and effectively and to the satisfaction of the customer. 
    • Ensure that requests for assistance received via the Altron BSI Service Desk are attended to accurately and efficiently. 
    • Assist Network team to meet identified SLA’s. 
    • Actively support team on common goals and participate in high team performance.  
    • Continuous broadening of own technical skills and problem solving.
    • Engaging in formal and informal knowledge transfer.
    • Time management in accordance with Customer service requests and SLA.
    • Ensure that Network Solutions are monitored and proactively managed to required service levels and administered for the customer. 
    • Be able to diagnose hardware and software related issues on Network equipment.
    • Management of customer expectation and perception.

    Qualifications; Skills & Required Work Experience:

    • Diploma or bachelor’s degree in Computer Science, Information Technology, or related field
    • OEM - High level certifications
    • OEM Architecture experience
    • CCNP Datacenter *required*
    • CCIE Datacenter Advantages
    • +8 years of progressive, professional experience with an OEM.

    Other requirements

    • Demonstrated skills, knowledge, and experience in High level OEM support.
    • Previous work experience as a Networking Engineer.
    • Advanced knowledge of OEM network operating systems.
    • Knowledge of networking hardware including CPUs, wiring, and routers.
    • Familiarity with communication and routing protocols.
    • Familiarity with network analysis tools.
    • Proficiency with coding languages including Python and Perl.
    • Excellent leadership and mentoring skills.
    • High level problem-solving and communication skills.
    • Strong oral and written communications skills.
    • Excellent negotiation skills.
    • Experience of partnering with line management and the Architecture team to produce long term Architecture strategies.
    • Strong analytical and problem-solving skills.
    • Ability to work independently and within teams.
    • Ability to initiate/manage cross functional teams and multi-disciplinary projects.
    • Ability to identify opportunities for improvement.
    • Ability to impart and share knowledge and skills.
    • Ability to work in a fast-paced environment and under pressure.

    The incumbent is required to have demonstrated the following competencies:

    • Delivery: Translates business objectives into practical, prioritised, and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.
    • Teaming:  Communicates ideas, information, and business objectives effectively and persuasively, resulting in desired actions/outcomes.  Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders. 
    • Leading & Managing Change:  Generates and implements new and innovative ideas/approaches to improve business outcomes. Embraces, leads, and manages change, providing guidance and support during implementation.

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    Installation Technician: Mining

    Job Description

    • Fitting Netstar mining products
    • Maintenance of mining products
    • Willing to be dedicated Tech on specific site

    Education

    • National Certificate Level 4 (N4) / Grade 12 (Required)

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    Support Technician - Port Elizabeth

    MAIN JOB PURPOSE

    Technical support, maintenance, trouble shooting on Desktop equipment for a customer in the Banking industry. Act as a liaison, provide support services and resolve any emerging problems that our clients might face with accuracy and efficiency. Candidate will be based onsite at the client.

    KEY RESPONSIBILITIES

    • Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
    • First time fix rate and recall rate under the stipulated requirements.
    • Maintain customer relationship.
    • Be productive based on the calls allocated to them.
    • Ensure that they comply with all Quality Management System (QMS) procedures provided by the Team Leaders.
    • Complete administration within time frames as per policies.
    • Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.
    • Technical support, maintenance, troubleshooting
    • Ensure that all policies and procedures are followed according to the company requirement.

    Requirements: Qualifications

    • Matric or other equivalent qualification (NQF 4)
    • A + and N + Qualification
    • Strong Soft Skills
    • Must have a valid driver's license and own reliable car
    • Must have experience in a corporate environment experience
    • 2 years’ experience in maintaining desktop equipment in an IT environment

    Skills

    • Computer literate in relevant operating system
    • Fault-finding techniques
    • MS Office

    Successful incumbent must be based in Port Elizabeth!

    Education

    • National Certificate Level 4 (N4) / Grade 12 (Required)

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    Driver

    Job Description

    • Exclusively engaged in driving cars and light motor vehicles to and from various locations to collect and deliver goods/documents/ people.

    Job Function:

    • To assist with deliveries and collections, for the warehouse and to perform other tasks in the warehouse, if need be, forklift driver, packing and other need be
    • Responsible for cleaning and routine maintenance of vehicle(s)

    Education Required:

    • Senior Certificate or Higher
    • General/Certifications: Valid South African driver’s license

    Experience Required: Previously worked as a driver

    Essential Competencies:

    The incumbent is required to have demonstrated the following competencies:

    • Very reliable and must be time conscious
    • Ensure that all deliveries are done timeously
    • Must have a great relationship with the client on deliveries

    Essential: No former convictions of theft or any related convictions

    Advantageous: Great knowledge of the KZN area

    Education

    • National Certificate Level 2 (N2) / Grade 10 (Required)

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    Call Coordination

    Job Description

    • Ensure that contracted Service Level and Satisfaction targets are achieved
    • To ensure that all calls are updated correctly, followed up, escalated timeously, serviced and closed with sufficient detail
    • Ensure that all open calls are constantly reviewed and updated until call closure
    • To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users
    • To ensure adherence to all Altron and Customer processes, policies and procedures as per prescribed compliance
    • Follow up on customer queries and other ad hoc requests

    Requirements:

    • Matric
    • Relevant tertiary qualification
    • Minimum 2 years experience in the field

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    Support Technician - Krugersdorp

    JOB PURPOSE

    This role requires a self-starter to deliver the desired customer service experience. To drive service success that improves customer satisfaction, maximises customer retention and increase profitability. Adhere to specific Service Level Agreement. In short, managing all on site installations, repair, maintenance and test tasks. Diagnosing errors or technical problems and determining proper solutions. Applicant must have a valid drivers license and need to have a Road worthy vehicle. Support Technician will be working on ATM's and must have good knowledge on installations and repairs and fault finding. This will be subject to clear Credit and Criminal Record

    KEY RESPONSIBILITIES:

    • Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
    • First-time-fix rate and recall rate under the stipulated requirements
    • Maintain customer relationship
    • Be pro-active on the calls allocated
    • Ensure compliance with Quality Management System (QMS) procedures provided by the Field Service Manager (FSM)
    • Maintain and manage sufficient boot stock
    • Complete administration within time frames as per policies
    • Action and close new calls within customer Service Level Agreement and Mean Time to Respond / Mean to Complete
    • Technical support, maintenance, trouble shooting on Dell equipment

    QUALIFICATIONS;SKILLS & REQUIRED WORK EXPERIENCE:

    • Must have a Matric qualification
    • A+ N+ Qualification
    • Certifications will be advantageous
    • Mechanical Skills
    • Electronic Skills
    • Soldering Skills
    • Faulting Find techniques
    • +2 years of experience in maintaining equipment in an IT environment
    • Working on ATM Modules would be advantageous
    • Good communication (verbal and written) skills and interaction skills

    BEHAVIOURAL COMPETENCIES

    • Meticulous
    • Customer Centric
    • Flexible worker
    • Problem Solver
    • Perseverant
    • Self-Development

    Education

    • National Certificate Level 4 (N4) / Grade 12 (Required)

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    Installation Quality Assurance Assessor

    Job Description

    Includes ensuring that all processors are followed at all times, strict quality control, technical assistance, administration and providing feedback and updates to the relevant people and departments. 

    Education

    • National Certificate Level 4 (N4) / Grade 12 (Required)

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    Field Service Technician

    Job Description

    A Field Service Technician is responsible for the day to day installations, maintenance, and providing training to NuPay merchants that use POS devices/terminals – this includes customers that have been outsourced to NuPay/ACS Field Services. Products installed include AEDO, POS, NAEDO, MPS, NuCard, EPV, E-Commerce and DebiCheck. A Field Service Technician will also be responsible for the preparation of equipment that will be installed at customers premises. Field Service technicians will also be responsible for stock control/management and administrative duties.

    KEY RESPONSIBILITIES:

    New Installations and Service Calls (Maintenance)

    • Perform new installations and service calls for NuPay and ACS Field Services.
    • Preparation of equipment for new installations and service calls.
    • Provide training to NuPay and ACS Field service merchants on products being installed
    • Assist with customer queries.
    • Assist various departments with technical related queries.
    • Scheduling appointments.
    • Adhere to Service level agreements
    • In-depth knowledge on all NuPay and ACS Field Service products
    • Knowledge on external admin providers and how they integrate with NuPay products
    • In-depth knowledge on Delfin products and how NuPay integrates with Delfin
    • Knowledge on 3rd party connectivity provider’s, for example Huge Connect and GDSP
    • Training of new employees on the above

    CORE RESPONSIBILITIES:

    Stock Control

    • Perform weekly stock takes for all stock in tool of trade vehicles or regional offices. The weekly stock take must be sent to the Stores Controller
    • Manage boot stock to ensure enough stock for new installations and service calls
    • Ensure stock is correctly allocated to merchants and employees on CRM system (Ofbiz).
    • Ensure stock is in presentable, working order.
    • Replenish stock if, and when needed (submit stock replenishments).

    Administrative Duties

    • Ensure service calls and activations are updated and closed within Service Level Agreements
    • Ensure job sheets are submitted daily once new installation and service call has been completed
    • Stock sheets are up to date

    COMMUNICATIONS & WORKING RELATIONSHIPS:

    Internal:

    • Logistics team
    • Account Managers
    • Contact centre
    • Administration clerks
    • Sales Team

    Reasons for Interaction:

    • Service call and install allocations, knowledge sharing.
    • Customer queries and information.
    • Call logging information and customer queries.
    • Submission of job sheets for billing and stats.
    • To provide updates on logged calls and installations.
    • To advise Account managers and sales consultants on any requests/challenges from merchants that’s outside the scope of the technical department.

    External:

    • NuPay Merchants
    • ACS Field Service Merchants
    • Courier services
    • 3rd party connectivity providers
    • Delfin Contact Centre
    • 3rd party admin providers

    Reasons for Interaction:

    • Installations, maintenance and training.
    • Query deliveries/couriers.
    • To configure Huge Connect pads.
    • To assist merchants in getting their ADSL configured to enable connectivity to terminals
    • Assistance from Delfin contact centre

    QUALIFICATIONS, EXPERIENCE, & SKILLS:

    Educational Qualifications:

    • Matric
    • A qualification in the fundamentals of IT would be advantageous

    Professional Qualifications

    • Customer service/care course will be advantageous.

    Years of Experience

    • Experience using POS devices/terminals will be advantageous.

    Other requirements

    • Working knowledge of POS systems will be advantageous.
    • Some knowledge of admin systems that integrate with NuPay systems will be advantageous
    • Customer service focused
    • Must be able to assist merchants from different backgrounds
    • Valid driver’s licence.
    • Must have a reliable vehicle (Regional technicians).
    • Fluency in English is mandatory.
    • Fluency in a second language such as Zulu/Afrikaans would be advantageous.
    • Strong oral and written communications skills.
    • Organisational and prioritisation skills.
    • Excellent administration skills with strong attention to detail.
    • Technology and system savvy (Computer literate).
    • Knowledge of Microsoft Office
    • Numeracy skills.
    • Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
    • Ability to maintain supreme levels of ethical behaviour and confidentiality.
    • Ability to identify opportunities for improvement.
    • Must be a team player.
    • Must be able to work under pressure.
    • Must be punctual and reliable
    • Travel within the country on sleep outs (generally 2-4 days).
    • Adaptability.
    • Analytical skills.
    • Effective time management.
    • Must be willing to work overtime when required.
    • Self-motivated.
    • Be able to go on long trips around South Africa and neighbouring countries, sleeping out in different regions (sleep outs are usually 2-5 days depending on the areas).

    Education

    • National Certificate Level 4 (N4) / Grade 12 (Required)

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    Fitment Centre Liaison

    Job Description

    • Develop procedures and workflows
    • Develop and Review Standard Operating Procedures, workflows and quality systems, annually.
    • Improve systems, workflow and efficiencies
    • Innovative improvements to systems and workflow to suit evolving customer needs.
    • To deliver an efficient and effective service to both internal and external clients at all times
    • Respond to daily escalated customer queries and resolve efficiently or escalate further where needed
    • Maintaining business relationships with new and existing fitment centers
    • Manage and maintain contractual agreements  and records with new and existing fitment centers
    • Onboard new applications, contracting and closure of Fitment centers
    • Maintain accurate fitment center technician roll call records, add and remove resources as and when required
    • Ensure compliance on technician certification, retraining and security checks
    • Partner with QA manager to ensure quality compliance
    • Manage and optimize engagement processes for Stock, Finance and Mobitech at new and existing fitment centers
    • Manage SLA compliance on fitments, repairs, feedback and escalations 
    • Manage on pricing, on seller agreements, commissions and targets, send out regular communication and updates  
    • Management of branding and promotional material at Fitment centers
    • Escalation management, external and internal  
    • Quarterly visits to every Fitment center

    Personal Development

    • Meet the requirements of the agreed personal development plan and report progress as per agreed review dates.

    Education

    • National Certificate Level 4 (N4) / Grade 12: Business Administration (Required)

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    Senior Operations and Business Support Systems Architect

    Job Purpose

    To provide new subscription based Platform as a Service to enterprise customers with strong focus on Software-defined Networking, voice, Internet, mobile and safe city solutions. We are in the process of consolidating and integrating multiple disparate and decentralised OSS & BSS systems, into a modern automated and centralised platform by applying systems best-practices via streamlining process and data flow.

    We are looking for an experienced hands-on OSS/BSS software platform architect to review and analyse our current framework and lead our OSS/BSS re-design and systems integration project. This person will manage the exiting OSS/BSS systems, design, develop & deliver the new OSS/BSS integration best-practices, and oversee the adoption of all relevant stakeholders and users

    Main Responsibilities:

    • Lead business and technology solution architecture and design for Telecom Business Support System (BSS) i.e. CRM, Billing & Subscription management, Order Management, Inventory Management, Enterprise Product Catalogue, Configure-Price-Quote, and support.
    • Lead business and technology solution architecture and design for Telecom Operational Support System (OSS) i.e. Service Provisioning and Activation, NMS and Service Assurance, Customer Service Management, Resource Inventory and usage
    • Leverage telecoms experience with relevant Dynamics 365 and Astea platform knowledge to develop an optimal solution and leverage/exploiting API integration and automation.
    • Actively participate in the requirements analysis, process definition, solution architect & design and development, reviews (internal & external) and presentation
    • Act as liaison and representative of OSS/BSS system specialist and liaise with internal business and technology stakeholders for business process and requirements, to ensure that the solution meets the defined needs of the business objectives.

    Stakeholder / customer management

    • Engage with all internal stakeholders on their requirements and manage their expectations on the current OSS/BSS systems.
    • Facilitate workshops with stakeholders, provide leadership to determine and define the appropriate Solution Architecture and Design
    • Lead, Consult and communicate with Business units in the evolution of business/knowledge processes and supporting infrastructures
    • Resolve application issues and system queries in a timeous manner, whilst keeping internal customers informed.
    • Engage with all areas of the business and OPCOs to design & implement the new evolution of our OSS/BSS system.

    Product architecture and lifecycle management

    • Work with the Product Development Manager to understand the overall products and services environment, all related systems and producing the most appropriate architecture.
    • Maintain and expand the OSS/BSS product platform as directed by the business strategy and future requirements for customer e-commerce and self-service portal.
    • Lead the design & implementation of the new fully automate and integrated OSS/BSS platform to support current and new products and services.
    • Provide key IT direction for Business capabilities and processes.

    Overall responsibility for OSS/BSS platforms quality and performance

    • Provide an acceptable level of product platform support services to the internal customer base.
    • Provide an acceptable level of system availability and performance levels to the business.

    Reporting & Administration

    • Produce various operational performance and project progress reports at regular intervals.
    • Work with the Product Development Manager on development budget requirements.

    Team management

    • Manage engagements with the various OPCOs systems shareholders and team members.
    • Continue improving internal processes and ensure employees work as a cohesive unit.

    Customer Consultancy Services

    • Provide customer consultancy services pertaining to the OSS/BSS domain.

    Training

    • Provide and approve training material for existing and new systems.

    Educational Qualifications:

    • A formal IT or relevant business qualification is required
    • Must be Subject Matter Expert in OSS and BSS domain
    • IT network services training and extensive knowledge of the below products and services:
    • SD-WAN, Internet, Cloud PBX, Voice, PTToC, DMR, eLTE, LAN, Wireless, Last-mile, Layer 2, Layer 3, MPLS, Public Cloud, NNOC, NMS and managed services

    Professional Qualifications

    • CCNA/CCIP R&S, HCNA/HCIP R&S or DATACOM (desirable)
    • Strong understanding of Microsoft Dynamics 365 suite, Astea and other OSS/BSS products suite will be an added advantage
    • Exposure and knowledge on eTOM, TAM and SID models specifically around Customer and Product domain
    • A sound understanding of ICT industry practices and frameworks (SDN, MEF, TMForum etc)

    Years of Experience

    • Minimum of 7+ years of hands on experience on telecom wireline, wireless, mobile, last-mile and voice industry with minimum of 5+ years of experience in end-to-end OSS/BSS solution consulting, architecture and design
    • Proven implementation experience with at least 2 large OSS/BSS rollouts in Telecom Wireline, Wireless, Mobile, Voice or SDN industry
    • Understanding of OSS data and data protection
    • Data Architecture, Business Intelligence and Data Warehousing, supporting both evaluation and logical design
    • Business architecture experience, translating business demand into service areas aiding technical design
    • Management of Information and Reporting across multiple domains; Finance, Sales, Customers, Products, Operations would be advantageous

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    Technical Service Manager (DevOps)

    Job Description

    The Technical Service Manager is responsible for delivering, maintaining, and optimizing infrastructure, database, and middleware capabilities to support and enable the development and operations of modules and solutions. This role is also responsible for reviewing solution designs, understanding their impact on application/infrastructure, ensuring the availability of supporting components and enabling infrastructure from internal or external service providers. This role is also responsible for monitoring, maintaining, and supporting the operational capacity, availability, and performance of solutions against SLAs.

    In addition, the candidate in this role is responsible for providing technical expertise to team members and other technical/business areas.

    Key Responsibilities will include:

    • Ensuring availability, sustainability and accessibility of application systems/services
    • Managing and ensuring SLAs and KPIs of services are maintained.
    • Ensuring necessary operational controls and governance are in place and policies to ensure alignment
    • Ensuring Operational requirements included in the development phase and overseeing the service transition process of services into the production environment.
    • Ensuring non-functional requirements are implemented with all features and user stories
    • Monitor and maintain infrastructure performance, capacity and availability, providing 2nd and 3rd level of support for the resolution of application and infrastructure-related incidents and problems
    • Managing and remediating on security threats and vulnerabilities, and applying all required security controls in accordance with policy
    • Ensuring effective monitoring of services and applications
    • Identification and mitigation of risks for services in production
    • Executing and managing operational projects to ensure delivery as per agreed timelines and scope
    • Coordinating and executing of releases into production environments
    • Acting as technical authority, providing input and guidance into technical solutions and implementations

    Core competencies, knowledge and experience:

    • Agile methodologies and techniques used in development of software
    • Experience in grooming and estimation of user and technical stories
    • Strong knowledge of Incident and problem management processes
    • Experience in effective troubleshooting techniques
    • Experience in managing and deploying .NET applications
    • Continuous integration and continuous delivery methodologies and techniques
    • DevOps culture, processes, and tools
    • Cloud-native architectures, including public cloud PaaS / IaaS, micro-services architectures, APIs
    • Strong problem-solving skills and ability to adapt to new methods and processes
    • Strong relationship building, persuasion, and collaboration skills that drives internal-and cross-team constructive feedback and support
    • Strong communications skills and time-management skills, with the ability manage multiple tasks, and work well under pressure
    • Understanding of both the Telecommunications and Fintech services markets and technology trends
    • Experience in monitoring technologies and APM tools
    • Experience in managing and maintaining HA solutions, and managing DRP environments
    • Experience and knowledge of Financial and Payment solutions preferred
    • Ability to lead and mentor team members

    The ideal candidate for this role will have:

    • Min 5 years’ experience in a Team lead role
    • Min 5 years’ relevant experience in designing, developing, deploying and / or administering infrastructure solutions
    • Experience of current and emerging virtualization, infrastructure, and cloud and containers technologies and architectures, such as Windows, Linux, AWS, Azure, Openstack, Docker etc.
    • Min 5 years’ experience in configuration management and automation tools such as Puppet, Chef, Ansible, Salt etc.
    • Min 5 years’ experience working with programming and scripting languages, such as Ruby and Python or PHP
    • Min 5 years’ experience in software development
    • Knowledge and experience of Web services, SOAP and RESTful interfaces, and XML
    • Experience working closely with agile methodologies, such as Scrum, XP, and with teams leveraging DevOps and Continuous Delivery / Integration
    • Strong understanding and working knowledge of IT management best practice frameworks, such as ITIL and COBIT
    • Strong knowledge of automation frameworks and tools
    • Strong knowledge and experience on AWS (Certification preferred)
    • Domain knowledge of Financial and Insurance solutions preferred
    • Min 5 years’ experience in database technologies - RDBMS, e.g. MSSQL, PostGreSQL, Oracle, MySQL, etc
    • Min 5 years’ experience and knowledge of IP networks and related solutions
    • Excellent problem solving ability in complex environments
    • Strong knowledge and experience on AWS (Certification preferred)

    Education

    • Bachelor's Degree: Information Technology (Required)

    Method of Application

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