NTT Ltd. is a leading, global technology services company. In a constantly evolving world, technology doesn’t stand still. And nor do we. Every wave of change is an opportunity to transform your business today, so you can reshape the outcomes of tomorrow. As a global technology services provider, we help our people, clients, and communities do great...
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Key Roles and Responsibilities:
- Responsible for the successful onboarding of clients CI’s onto the Solarwinds and Logic monitor Monitoring platforms.
- Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
- Report and escalate issues to technical consultants if necessary
- Provide onsite technical support to internal clients.
- Continually review service requests and assign and action.
- Provide continuous feedback to internal clients and affected parties and update all systems and/or portals as prescribed by NTT
- Proactively identify opportunities for work optimization including opportunities for automation of work
Knowledge, Skills, and Attributes:
- Ability to communicate and work across different cultures and social groups
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurized environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Academic Qualifications
- Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Required Experience:
- Demonstrated work experience
- Demonstrated experience required in Engineering function within a medium to large ICT organization
- Demonstrated experience of Managed Services
- Demonstrated working knowledge of ITIL processes
- Knowledge and experience with Solarwinds and Logic monitor Saas solutions
- Experience in Cisco ACI, Wireless LAN controllers, Dot.1x
- Experience in Riverbed SDWAN and Steelhead
- Experience in TCP/IP , ICMP and SNMP, WMI, monitoring protocols.
- Solarwinds, Netflow experience
- Demonstrated experience working with vendors and/or 3rd parties
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Job Description
The Client Project Manager leads and directs concurrent client projects classified as standard or complex. The primary responsibility of Client Project Managers will be to interface with all project stakeholders to take projects from original concept through to final implementation, including handing over to Operations (whether internal to NTT or into the client's support operations).
Key Roles and Responsibilities:
- Lead and direct concurrent standard or complex projects and in the case of programme management, ensure the management of multiple related projects directed towards a common objective
- Engage with stakeholders to deliver projects from original concept through final implementation
- Ensure client satisfaction and manage escalations, acting as a single point of contact to the client
- Ensure that the project/programme delivers an as-sold solution, remains within the baselined budget and is delivered on time whilst maintaining quality criteria and client satisfaction
- Manage the delivery of the project/programme, including rigorous scope control and change management
- Ensure client satisfaction and manage escalations, acting as a single point of contact to the client
- Documentation and management of risks and issues
- Ensuring clear and concise communications to all stakeholders
- Provide pre-sales support by working with sales teams to scope and cost a project or programme solution which includes the completion of a proposal. This may include Client presentations of our delivery approach as part of a tender process.
- Coordinate activities of the project teams through task delegation, resource assignment and programme management
Knowledge, Skills, and Attributes:
- Ability to establish strong relationships with internal stakeholders and external clients
- Excellent client-centricity skills and ability to work at client sites
- Ability to manage customer satisfaction, commitment, and expectations to high service levels and manage escalations adequately
- Excellent written and verbal communication skills
- Excellent team-building skills and ability to work in high-pressure environments
- Ability to manage urgent and complex tasks simultaneously
- Good business acumen and commercial skills
- Passionate, strong initiative, self-driven with a commitment to succeed
- Good influencing ability whilst taking a collaborative approach
- Decisive with good attention to detail ability
- Ability to promote project services to both internal stakeholders and external clients
Academic Qualifications and Certifications:
- A computer science/ business degree or equivalent with a moderate level of related experience
- Relevant project management certifications
Required Experience:
- Demonstrated moderate level project management experience preferably in a multinational professional services environment
- Proven client engagement experience
- Demonstrated understanding of the project life cycle
- Demonstrated competency in project change management
- Proven experience managing expectations when balancing alternatives against business and financial constraints
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Requirements
- Ensure deployment business readiness related deployment activity execution according to approved plans to meet identified business needs, within agreed parameters of cost, time, and quality
- Be accountable for facilitating and coordinating the successful cutover and Post Go Live deployment activities
- Identify issues and risks for the deployment project related to own function, cross functional, integration, cutover and PGLS activities, including related dependencies with sub streams, and propose and implement mitigation plans
- Ensure the security of the IT organization’s data, applications and infrastructure against accidental or unauthorized modification, destruction, or disclosure
- Ensure communication of the relevant functional components of the deployment programme including related dependencies with sub streams, with all relevant stakeholders
- Engage with the Functional BPL’s to resolve business process related queries emanating from the deployment Activities
- Engage with the 3rd Party Application Vendors to support the implementation of said applications as part of the Deployment Activities
- Engage with the Middleware Team to understand the dependencies, flow of transactions and data as well as the impact on the related Business Processes
Qualifications
- Bachelor’s degree or diploma in the relevant field
- Previous large ERP project experience
- Previous MS D365 experience will be an advantage
- Vendor interaction and vendor activity tracking experience
- Proficient in Microsoft Excel, PowerPoint, MS Teams and SharePoint
- Ability to work remote and drive active participation and activity completion in an online environment
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Want to be a part of our team?
The primary responsibility of the PS Project Manager will be to interface with all project stakeholders to take projects from original concept through to final implementation.
Provide pre-sales support
- There is an expectation for the PS Project Manager to engage with the Pre-Sales & Sales teams in order to adequately scope and cost project solutions. The pre-sales scoping of the project would involve the completion of a proposal that includes the detailed task schedule, resource allocation and cost breakdown. They may be required to assist with the identification of opportunities through the business conversations that they have with clients, but their focus will remain on effective project delivery.
Manage project delivery
- The PS Project Manager ensures that the project delivers the as-sold solution, remains within baselined budget and is delivered on time, while achieving quality criteria and maintaining client satisfaction. This individual will manage delivery of the project according to the PMBOK knowledge areas and in line with Dimension Data’s Primer methodology. This includes rigorous project scope control and management of change variations. They also communicate with key stakeholders regarding the status of their projects. Project set-up, resources and operations are efficiently managed, possibly with the assistance of the Project Coordinator or Administrator
Ensure client satisfaction
- The individual manages client satisfaction, commitment and expectations to high service levels and manages escalations adequately. They act as the single point of contact between Dimension Data and the client whilst taking accountability for all escalations relating to the project. These individuals also ensure that the Project team displays the right level of client engagement.
Project team management
- The individual needs to be able to lead teams effectively within a matrixed environment. They act as people managers and provide feedback to the relevant line managers. The PS Project Manager ensures that the project team has access to the project management tools and have the general means to perform their role. These individuals will coach and mentor project team members and colleagues.
Behavioural skills
- As corporate citizens they are proactive and results orientated individuals. They display assertiveness and act as an example when it comes to client satisfaction. The individual possesses advanced communication, influencing and negotiating ability. They display confidence and the ability to manage large teams of people. They are detail focused with problem solving ability.
- Strong business acumen and a good understanding of general technology concepts are required. The individual works towards advanced project management certification. The individual is competent in project change management. The individual has a good understanding of project life cycles, and takes responsibility for all aspects of the projects. The individual will be required to promote project services to both external and internal clients.
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Key Roles and Responsibilities:
- Log and attend to tickets using clients ticketing tool
- Handle service requests
- Monitor network via monitoring tool
- Troubleshoot network issues
- Prep and install Cisco Switches and Access points
- Liaise and coordinate with 3rd party contractors / vendors
- Be willing to work on a shift basis and overtime on certain weekends
- Based at client site within Uitenhage area
- Provide second level support to all incidents, requests and identify the root cause of incidents and problems
- Communicate with other teams and clients for extending support. Must be proficient in change management process with an ability to plan and execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Diligently follows the shift hand over process highlighting any key tickets to be focused along with a handover of upcoming critical tasks to be carried out in the next shift
- Timely escalation of all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management.
- Proactively identifies, contributes and work with automation teams for effort optimization and automating routine tasks
- Coaches Service Desk and L1 teams for technical and behavioural skills
- Provide second level support to all incidents, requests and identify the root cause of incidents and problems
Knowledge, Skills, and Attributes:
- Ability to communicate and work across different cultures and social groups
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurized environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Academic Qualifications:
- Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- CCNP certification (essential)
- ITIL certification (essential)
- 3- 5 years' work experience in a similar role
- Driver's license (essential)
What will make you a good fit for the role?
- Standard career level descriptor for job level:
- Seasoned and experienced professional
- Has full understanding of specialisation area
- Resolves wide range of issues in creative ways
- Fully qualified, career level, career journey-orientated
- Uses good judgement in selecting tools and methods to solve problems
- Networks with senior internal and external people in own area of expertise
- Receives little instruction on day-to-day work, receives general instructions on new assignments
go to method of application »
Key Roles and Responsibilities:
- Lead and direct concurrent standard or complex projects and in the case of programme management, ensure the management of multiple related projects directed towards a common objective
- Engage with stakeholders to deliver projects from original concept through final implementation
- Ensure client satisfaction and manage escalations, acting as a single point of contact to the client
- Ensure that the project/programme delivers an as-sold solution, remains within the baselined budget and is delivered on time whilst maintaining quality criteria and client satisfaction
- Manage the delivery of the project/programme, including rigorous scope control and change management
- Ensure client satisfaction and manage escalations, acting as a single point of contact to the client
- Documentation and management of risks and issues
- Ensuring clear and concise communications to all stakeholders
- Provide pre-sales support by working with sales teams to scope and cost a project or programme solution which includes the completion of a proposal. This may include Client presentations of our delivery approach as part of a tender process.
- Identification of opportunities and influence the sale by conducting a business conversation with the client positioning NTT Ltd consulting and technical services offerings
- Coordinate activities of the project teams through task delegation, resource assignment and programme management
Knowledge, Skills, and Attributes:
- Ability to establish strong relationships with internal stakeholders and external clients
- Excellent client-centricity skills and ability to work at client sites
- Ability to manage customer satisfaction, commitment, and expectations to high service levels and manage escalations adequately
- Excellent written and verbal communication skills
- Excellent team-building skills and ability to work in high-pressure environments
- Ability to manage urgent and complex tasks simultaneously
- Good business acumen and commercial skills
- Passionate, strong initiative, self-driven with a commitment to succeed
- Good influencing ability whilst taking a collaborative approach
- Decisive with good attention to detail ability
- Ability to promote project services to both internal stakeholders and external clients
- Competent in project change management
Academic Qualifications and Certifications:
- Project Management degree or equivalent with a moderate level of related experience
- Relevant project management certifications preferably PMP
- ITIL certification is preferable
Required Experience:
- Demonstrated moderate level project management experience preferably in a multinational professional services environment
- Proven client engagement experience
- Demonstrated understanding of the project life cycle
- Demonstrated competency in project change management
- Proven experience managing expectations when balancing alternatives against business and financial constraints
go to method of application »
Key Roles and Responsibilities:
- Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
- Perform necessary checks, apply monitoring tools and respond to alerts
- Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
- Assist in analyzing, assigning, and escalating support calls
- Investigate third line support calls assigned and identify the root cause of incidents and problems
- Report and escalate issues to 3rd party vendors if necessary
- Provide onsite technical support to clients and provide field engineering services to clients
- Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
- Proactively identify opportunities for work optimization including opportunities for automation of work
Knowledge, Skills, and Attributes:
- Ability to communicate and work across different cultures and social groups
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurized environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Academic Qualifications
- Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Required Experience:
- 3-5 years demonstrated work experience
- Valid Driver’s License and Own Vehicle
- A+, N+ and ITIL
- Demonstrated experience working with vendors and/or 3rd parties
Method of Application
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