Job at Telkom

Core Description

• Responsible to provide critical support to the Customer Engagement Managing Executive and the Senior Management team. Specific focus with be on enabling collaboration and alignment between the various sales channels, IT/ ISP and customer engagement teams. Support the team to enable and instil a strong customer focus within own environment in alignment with the overall Consumer Business strategy.

Job Responsibilities

Generic Responsibilities (40%)

• Develop and provide management information that includes HR & Financial issues, Resource & assets, performance, as well as commitments (SLA's)
•  Prepare and manage travel schedules for the ME & Senior Management
•  Provide high level support regarding weekly statistics, Exco Issues, Budget, logistics, workshops & meetings, office functioning, as well as tracking of Performance Management
•  Prepare, compile and validate documentation such as presentations, operational documentation, submissions, statistics, graphs, proposals, organograms, letters, memo's and agendas
•  Keep minutes of management meetings and track emanating actions
•  Network with relevant role players via meetings and conferences, discussion forums and committees
•  Approve all expense requisitions in line with the division's framework
•  Coordinate finances, assist with budget preparation

Functional Area Responsibilities (60%)

•  Overall management of queries and escalations relating to digital sales channels, Retail O&O channels, IT, ISP and customer engagement
•  Execute high level support functions to ensure that the business development, operational and office management are carried out effectively and efficiently
•  Ensure smooth communication between the MEs office and internal departments; demonstrating leadership to maintain credibility, trust and support with senior management staff
•  Meet with special interest groups or individuals on behalf of executives
•  Process queries received via all channels, prioritise and resolve
•  Handle and resolve customer enquiries
•  Manage ad-hoc project management work
•  Collaborate and work with stakeholders to deliver required service levels.
•  Handling of escalated queries via all channels, and resolve
•  Implementing up-to-date administrative standards to support high performance team
•  Support Customer Engagement operations to handle customer cases on ad-hoc basis

Core Competencies

FUNCTIONAL KNOWLEDGE

• Sales Channels; IT/ ISP; Business Administration; Financial Acumen; Communication; Project management; Telkom Structure; Telkom policies and processes; Computer Software; English Language; Customer Care; Facilities; Systems; Office Equipment; Protocols; ICT Industry; Consumer trends & products; Research methodology & tools

FUNCTIONAL SKILLS

• Interpersonal; Analytical; Communicating; Problem Solving

Certifications

Education

• NQF 6: 3 year Diploma/ National Diploma in Business
• OR NQF 4: Grade 12

Experience

• 5 Years relevant experience
• OR 7 years experience

Additional Information

Experience

• 3 years experience must be in a high-level support environment, preferably dealing with sales channels, and/or IT, ISP and customer engagement.

Special Requirements:

• High levels of confidentiality: maintain customer confidence and protect operations by keeping information confidential.
• Integrity checking will be conducted.
• Maintain professional and functional area-specific knowledge.
• Smartly separate what must be done now, and what can be improved later.
• Maintain calm poise in stressful situations.
• Demonstrate consistently strong performance.
• Seek to understand Telkom strategy, market, technology, customers and stakeholders.
• Question status quo, re-conceptualise issues to discover practical solutions for hard problems.
• Ability to work in fast-paced and ever-changing environment.
• A self-starter, capable of acting on own initiative and proactively managing competing demands and pressures and able to multi-task effectively.
• Comfortable to delegate upwards to MEs direct team in order to effectively manage workloads.
• Make fast and timely decisions based on analysis and clear team goals.
• Ability to make sound judgements based on a combination of observation, analysis and experience.

Special Requirements

Physical Requirements

Key Stakeholders

• Consumer Business Exco
• Customer Engagement Management Team
• Other MEs Functional Specialists
• Relevant regional and national role players
• Customers
• Organised Labour

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Core Description

• Responsible for the execution of IT Support and Operations in the OSS and Inventory domains. Executing on defined run books and IT support interventions to ensure IT application and systems are available, performant, conformant (functionally and information security wise) and sufficiently healthy to meet business related outcomes. Demonstrate Subject Matter Expertise on aspects of OSS and Inventory systems related to the IT support function in Openserve and aligned to Openserve’s responsibility of fulfilment and assurance.

Job Responsibilities

• Execute on application and system operational run books to ensure that application and systems meet business and IT outcomes in a predictable and deterministic manner.
• Provide input into the creation of operational run books to ensure that preventative and proactive maintenance and housekeeping activities are embedded into the run book at the appropriate frequency and design to ensure application and systems are running optimally.
• Effectively use appropriate and fit for purpose application and system monitoring and detection of system failure and faults, including leading indicators for relevant workloads and points of failure.
• Execute on error management interventions timeously.
• Execute on automation initiatives, tools, scripting or code to ensure business and IT outcomes are achieved.
• Use appropriate IT tools to quickly identify problems to ensure rapid service restoration.
• Contribute to innovation and evolving operational techniques to ensure continuous service improvement and preventative mechanisms
• Adhering to ITIL practices in conducting operational duties.
• Ensure business and IT SLAs are achieved through sound operational practice.
• Be cost conscious during the conducting of operational duties.

Core Competencies

KNOWLEDGE/ SKILLS

• Application Tools; Processes; Presentation Techniques; Lateral Thinking; Problem-Solving; Operating Systems (e.g., UNIX, Linux, Microsoft Servers); Computer Software (Oracle Application & Weblogic Servers); Databases (e.g. Oracle); Database Scripting; OS Scripting, Analytical; Communicating (verbal & written); Organizing Techniques; ITIL; DEVOPS techniques; Openserve applications and systems; Openserve IT Document Standards

COMPETENCIES (BEHAVIOUR)

• Emotional Intelligence; Accuracy; Customer Focus; Decisive; Organised; High Performance Driven; Caring; Agility; Integrity; Generating ideas; Knowledge sharing; Adopting practical approaches; Interacting with people; Understanding people; Seizing opportunities; Taking action; Upholding standards; Embracing change; Thinking positively; Showing composure; Valuing individuals; Team working values aligned with Openserve values; High energy; Team orientation; High level of commitment; Self-starter; Innovative; Adaptable; Assertive; Committed; Proactive; Conscientious; Cost conscious

Certifications

• None

Education

• NQF 6: 3 year Diploma/ National Diploma in Information Technology
• OR NQF 4: Grade 12

Experience

• 3 Years relevant experience
• OR 5 years relevant experience

Additional Information

Qualifications:

• NQF 6: 3 year Diploma/ National Diploma/ Degree in Information Technology 
• Special Requirements:
• Excellence in communicating and presenting complex information to technical and business partners, both verbally and in written form.
• Special Requirements
• Valid Drivers license
• Prepared to travel nationally and internationally
• Ability to work after hours
• After hours call out (stand by)
• Ability to work shifts

Physical Requirements

• None

Key Stakeholders

• IT functional areas
• IT Value Chain areas (Business/ External vendors/ stakeholders/ consultants/ Openserve/ BCX etc.)
• Business Community - IT Operations, Business Operations, Network Operations
• Solution Design Team
• IT Build function
•