Job Openings at Reflex Solutions

The key purpose of the job is to collaborate in the development and communication of ICT Strategy for key customers with a focus on C-Level engagements. The Senior Fractional CIO is seen as a member of the senior management team and will provide day-to-day leadership within the Enterprise Business Unit and other departments to ensure excellent strategic leadership towards our clients and contributing to our key purpose of creating opportunity for our customers, our people and our country.

The Senior FCIO will provide senior-level guidance and strategic advice to the selected Customers in all matters related to information and communications technology (ICT) and digital transformation. The FCIO will work closely with key stakeholders to assess, evaluate and make recommendations for IT strategies that support the organisation's goals and objectives.

To be successful in this role, you should have excellent leadership, organisational, design, and communication skills with hands-on experience and a strong understanding of ICT Strategy, Business Strategy, Risk Management, Relationship Management, Business Leadership, and ICT Technologies. Ultimately, you will ensure that all aspects of our Customer expectations are met.

Key Responsibilities

Customer Relationship Management (Innovation, Growth, Customer Experience)

• Provide expert advice and recommendations on the development and implementation of a comprehensive IT strategy for high value Customers.
• Offer thought leadership on the latest digital technologies and their potential applications for high value Customers.
• Advise on the management of all IT systems and infrastructure, including hardware, software, networks, and data centres.
• Ensure the security and privacy of sensitive data and intellectual property is considered in all IT recommendations.
• Provide guidance on the development and implementation of technology-enabled business processes and systems.
• Manage relationships with key stakeholders, including business leaders, vendors, and partners.
• Stay up to date on industry trends and developments and provide insight on their potential impact on the organization.
• Provide strategic direction and guidance on IT budget allocation and resource allocation
• Communicate complex technical concepts in a clear and concise manner to non-technical stakeholders.

Internal Leadership (Innovation, Growth, Customer Experience)

• Drive and lead a successful and power FCIO team with the vision they are experts towards understanding and meeting key business objectives through means of technology.
• Provide guidance to FCIOs to ensure all customer ICT Strategies and relationship management are done at the highest standards.
• Provide guidance to FCIOs regarding account allocations, compliance and strategy documentation templates and Customer engagement practices.

Stability and Capacity Management (Customer Satisfaction)

• Provide timeous and accurate reporting of staffing risk, compliance, governance, and FCIO team capacity to EXCO.
• Assess the performance of FCIO team, by means of statistical metrics, make recommendations that will add value to Reflex’s strategic objectives.
• Identify Risks and Service Improvement opportunities and communicate these to EXCO.

Operational Best Practices (Customer Experience, Staff Satisfaction)

• Facilitate training programs for staff throughout the organization to enhance their skills and improve their job knowledge, in the interest of staff development, growth and succession planning. Understand the approach required to influence and motivate technical resources to deliver technically sound services – motivation and mentoring.
• Oversees and coordinates the activities of FCIOs. Provide Senior FCIO support and high-level relationship management expertise to customers.
• Maintain an up-to-date knowledge of relevant technical policies, procedures, SOPs, Knowledgebases, etc. Maintain knowledge of new technologies across the ICT landscape and how these technologies can benefit customers.
• Contribute to the development of medium- and long-term strategies for the FCIO function.

Minimum Requirements

• Bachelor's degree in Computer Science, Information Systems, Business Administration or a related field
• Minimum of 10 years of experience in IT and digital transformation, including a track record of successfully leading IT initiatives
• 10+ years of experience working as a key accounts manager or technical accounts manager dealing with C-Level staff.
• Proven experience as a CIO or similar senior-level IT leadership role
• Strong knowledge of current and emerging technologies and their potential applications
• Excellent leadership, management, and interpersonal skills
• Ability to think strategically and translate business needs into technology solutions
• Excellent project management and organizational skills
• Strong communication and presentation skills, with the ability to effectively communicate technical concepts to non-technical stakeholders
• ITIL, Agile SCRUM, KANBAN, PMBOK, Business Analysis, Enterprise Architecture (Advantage)

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Role Summary

The Fractional IT Manager oversees several key functions within the Company, to assist clients to with ICT Strategy, Risk Management, Budget Management as well account management. The Fractional IT Manager is responsible for drafting client ICT strategy, risk registers, budget, and compliance documents in conjunction with client input. The Fractional IT Manager will be the primary contact within Reflex for all C-Level staff within the client’s environment. The Fractional IT Manager will work with a dedicated Service Delivery Manager per client. These two positions need to function as a unit in tandem. The Fractional IT Manager will focus on strategy, risk, risk mitigation, major proposal and projects. The Service Delivery Manager will focus on day-to-day operational matters, including but not limited to: standard hardware sales, service escalations, service level management, daily/weekly support reports, incident management and coordination with the clients internal IT team if applicable.

Duties and responsibilities:

• To provide a reliable, total technical service in support of all activities which contribute to the satisfaction of Reflex Solutions clients
• Have a full understanding of the client’s ICT environment and needs to ensure service levels are kept at a high standard
• Manage client engagement and ensure that that the relationship between Reflex and his/her respective clients are always healthy and on good terms. This will be done by holding monthly strategy and risk meetings, monthly reporting and building trust between the Fractional IT Manager and client
• Facilitating proposals, quotes, and approvals as per clients’ needs to address risk’s, environmental changes, or strategy changes
• Ensure client projects are run according to high standards and all installations are done as per client’s expectations
• Ensure that the client environment and all compliance processes are documented and communicated to Reflex internally as well as to the client
• Managing of Risk and Strategy, ensuring all risks are mitigated and strategy falls in line with the client’s requirements
• Identify high priority issues and take ownership of communicating to C-Level staff within Reflex as well as the client
• Provide monthly Reports to client on Strategy, Risk, Projects Support issues and ticket management identifying recurring issues and advising the Client of risks and possible changes in ICT strategy.
• Report back to Reflex EXCO on any major risks within the client business that may put Reflex at risk
• Ensure all clients have signed MSA (Master Services Agreements) with Reflex as well as updated service schedules, services for all clients are to be reviewed on an annual basis and all clients need to sign an MSA with a minimum term of 2 years
• Inter BU, Client, and 3rd Party Management:
  • Last escalation points before Reflex EXCO, and will ultimately be responsible for driving strategy, risk mitigation as well as highly technical operational matters that the Service Delivery Managers are not able to resolve.
• Client Care
  • Ensure client relationships are in good health
  • Respond to Client requests appropriately and in an adequate time frame
  • Takes ownership of Client requests and escalations to completion
  • Continuous efforts to improve current IT Strategy with clients
  • Ensure Gaps and Risks are minimized
• Administrative Tasks
  • Attends Monthly meetings with the majority of clients
  • Provides monthly reporting to clients
  • Ensure accuracy and Tidiness of Proposals to Clients
  • Interaction with other Business units is followed as per workflows provided for the Business Unit
• Documentation:
  • Ensure client MSA and Proposals are signed and up to date
  • Ensure meeting minutes are up to date and detailed enough to review
  • Ensure that the ICT Strategy for majority of clients is up to date
• Identify and Mitigate risks in clients’ as well as Reflex environment
• Finds ways to ensure the best quality of service is provided during Project installation
• Drive critical documentation and diagrams from other Business units                                                                             

Minimum requirements:

• Matric certificate
• Relevant ICT Diploma, A+, N+, MCSE
• Minimum of five (5) years ICT and managerial experience
• Budgeting and financial experience essential
• Computer skills: CRM, Remote Support, PRTG, Microsoft Windows and Office applications
• Strong communication skills
• Account and relationship management experience
• Polite and professional personal presentation
• Excellent planning and organizing skills
• Openness to learning & honest about lack of knowledge or understanding
• Produces high quality of work that is accurate in terms of detail and best practice standards

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Purpose:

To ensure that Reflex continuously does more with less without compromising on quality, whilst making our clients adore us, ensuring business growth and retention. As Reflex’s Service Delivery Manager, you will be responsible for managing the day-to-day IT Operations on behalf of the clients you look after, acting in the best interest of the client and Reflex. Your main focus will be to ensure that we exceed our client’s expectations and that we deliver an unrivaled client experience during every single interaction.

As Service Delivery Manager you will be responsible for

• Client Ticket monitoring and escalations
• Client IT Operations
• PRTG Alerts managed by NOC, specifically P1 tickets
• Quotes
• Reporting
• Onsite Support

You will be responsible for leading, motivating and supporting the team, from a functional point of view, ensuring that incidents are dealt with promptly to the delight of the end-user and that we comply with the SLA at all times, whilst focusing on continuous improvement and the client experience, creating, and reaping from cohesive and collaborative relations with BU Managers and sub-ordinates, toward a shared goal, in line with our core business values.

The Service Delivery Manager is seen as the FCIO’s right hand and these two positions need to function as a unit in tandem, the FCIO will focus on strategy, risk, risk mitigation, major proposal and projects  where as the Service Delivery Manager will focus on day-to-day operational matters, including but not limited to: standard hardware sales, service escalations, service level management, daily/weekly support reports, incident management and coordination with the clients internal IT team if applicable.

The Service Delivery Manager will also act as an escalation point for Reflex as well as the client to coordinate support, downtime, change management and site access if needed.

Key responsibilities:

• Oversee the incidents, problems, changes, and requests pertaining to your client IT operations in line the MSA/ SLA (the various ITIL roles and practices) and manage
• Manage and coordinate urgent and complicated support issues and P1 tickets, becoming the incident manager in cases of major outages.
• Act as an escalation point for your clients and the BUs.
• Trending recurring issues/ incidents/ alerts. Steer and collaborate to determine root cause of issues and communicate appropriately to internal and external stakeholders and the client.
• Manage process for communicating outage/emergency activities to the organization and to clients.
• Manage vendor relationships as it depends on daily operational needs.
• Review survey feedback (CSAT) to improve services, tools and support experience.
• Keep confidential all client, and company proprietary information.
• Provide data and reporting on SLA and trends to management and the clients ad-hoc, weekly, monthly, and as needed.
• Monitor and manage ticket queue’s is collaboration with the Helpdesk Supervisor and Call Coordinators.
• Work with the Helpdesk Supervisor and BU Managers to make Service Desk the single source of service delivery channel for the company and the single source of truth.
• Collaborate in terms of the knowledgebase repository in terms of SOPS.
• Manage an effective and workable ITIL framework for managing and improving client support in the organization.
• Advise management and/ or EXCO on situations that may require additional client support or escalation.
• Escalation may involve out of hours’ support via phone or email.
• Train, coach, and mentor functional subordinates.
• Manage the standby rosters.
• In collaboration with Call Coordinators, ensure that clients receive timely updates on incidents (dormancy of tickets).
• In collaboration with Call Coordinators, ensure that client incidents that involve vendors are coordinated so that the client receives a consolidated response from Reflex.
• In collaboration with Call Coordinators, ensure that incidents are set to the correct priority, ticket type, status, and are within SLA for response and resolution.
• Maintain accurate contact databases and records for use in client communication.
• Client orientation- Introducing existing or new clients to our BUs and products, helping them to better understand our systems, processes, and people.
• ‘Service Owner’ (Ticket Ownership)
  • As ‘Service Owner’, the incumbent is responsible for delivering a particular service support within the agreed service levels and owns all tickets from cradle to grave.
  • Typically, he or she acts as the counterpart of the Service Desk Supervisor/ Call-coordinators and BU Manager in any matters related to service levels.
  • Must ensure that technical and hierarchical escalations happen timeously and in line with SLA and OLA.
• Manage client expectations & the overall client experience through SLA compliance in incident resolution.
• Drive Communication to ensure clients as well as other escalation points are always informed
• Assist the FCIO in ensuring the client environment and all compliance processes are documented and communicated to Reflex internally as well as to the client.
• Provide Daily/Weekly Reports to client on support issues and ticket management identifying recurring issues and advising the FCIO of risks relating to operational matters.
• The Service Delivery Manager will be responsible to provide the operational team with the correct client information i.e., updated site contact details, VIP Lists, after hours escalation detail, updated 3rd party processes.
• The Service Delivery Manager will also be responsible to require and communicate Route Cause Analyses reports for clients (RCA MI Reports).

Minimum Requirements 

• Minimum 2 years’ experience in a Service Delivery Manager role (compulsory)
• Technical IT Experience and Qualification (A+, N+, MCP) (preferred)
• ITIL Qualification(Foundation V3 or v4) (compulsory)
• Good problem-solving, time management and prioritization skills
• Experience in incident management and escalation
• Proficient in English
• Excellent written and verbal communication skills
• Customer-oriented and cool-tempered
• Valid Drivers’ License and own reliable transport
• Able to work under pressure with a sense of urgency
• Able to work outside of normal business hours
• Willing to travel

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We are looking for a highly skilled Data center manager to join our Carrier and Access team. The successful candidate will be responsible for the provision of day-to-day Data Centre service operations using best practices and standards, which includes overseeing equipment maintenance, inventory, customer service and contractor management. They will be responsible to lead in planning, designing, and implementing strategic plans to ensure Data center capacity meets existing and future requirements. The ideal candidate for this role will have both technical and commercial experience.

Duties and responsibilities:

• Responsible for equipment maintenance tasks such as managing and installing custom upgrades for clients, replacing cables, components, and accessories
• Management of Data Centre infrastructure to provide a concurrently maintainable, cost-effective system supporting 99.999% electrical uptime and 99.99% mechanical uptime. This includes capacity management of assets under safe operating design parameters.
• Management of Data Centre cabling infrastructure supporting 99.99% uptime
• Active participation in new Data Centre builds or expansions
• Conduct working methods to ensure zero capacity incidents, and to maintain agreed PUE levels
• Ensure that records, drawings, and schematics of the Data Centre environment/s are maintained
• Evaluate the best practices for design and maintenance
• Manage working methods to ensure that all SLA are achieved
• Ensure that planned and corrective maintenance is carried out according to predefined standards and schedules
• Improve current processes, and introduce automation with aim towards simplification
• Manage escalated support calls and lead appropriate internal technical resources and/or 3rd party vendors to resolution
• Monitoring and alerting of all critical components
• Ensuring comprehensive Root Cause analysis are completed for all incidents/outages
• White space capacity planning
• Quick responses to potentially critical situations
• 3rd party vendor management and service delivery
• Active involvement in network, physical and cyber security matters
• Supervise a team of technicians to ensure smooth operation of the facility
• Identify and manage risks with regards Reflex’s information assets & systems. This includes risks in regards confidentiality, availability, and integrity
• Ensuring compliance with internal policies and regulations
• Ensure client satisfaction by providing an optimal level of customer service, in line with company objectives
• Meeting of defined client survey and reporting targets
• Problem/incident/request management
• Process improvement
• Change and incident management
• Ensure a full DRP plan is implemented, documented and tested
• Reporting accurately, as per agreed format, quality, and timelines
• Open to provide after-hours support as needed for significant issues
• Ensure compliance is maintained incorporating industry best practices
• Ensure Data Centre facilities best practices are enforced, maintained, and improve
• Ensure data Centre cleaning standards are enforced and maintained
• Implement company and departmental policies, processes, and work instructions as per the agreed quality and timeline/RFS
• Risk identification and mitigation
• Keeping of a risk register
• Ensuring adherence to all relevant standards and policies
• Active involvement in all audits
• Strong adherence to process
• Ensure that inter-departmental OLA’s (Operational Level Agreement) are met

Minimum requirements and experience

• Matric certificate
• Electrical and/or mechanical qualification preferable
• Cabling qualification preferable
• Minimum 5 years relevant Data Centre management experience
• Extensive knowledge on Data Centre environments and critical infrastructure systems e.g., Cabling, Cooling and Power
• Experience of Data Centre KPIs (incident ticket related matters, time to solve tickets, physical security, infrastructure metrics, staff, safety, overall operations)
• Experience with technical project management
• Experience with monitoring and managing of budgetary spend including forecasting expenditure
• Experience with Commercial and Budgetary reporting
• Excellent verbal and written communication skills
• Excellent technical abilities
• Proactive problem-solving ability
• Highly service-oriented, reliable, responsible, self-motivated, and enthusiastic
• Ability to work productively in cross-functional teams or resourcefully and independently as an individual
• Outstanding organizational skills, ability to prioritize effectively

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The Intermediate Network Engineer will assist with administering and maintaining carrier and access infrastructure. Maintenance and administration will include layer 1 through to layer 3 network connectivity. The intermediate network engineer must understand the technologies associated to administering as well as maintaining such solutions.

Key Responsibilities

• Maintaining and Administering and Configuring Switches, Access Equipment
• Create and Maintain network documentation, incl. Network Diagrams, Standard Operating Procedures, High Level Designs and Low-Level Designs
• Using monitoring network performance tools to troubleshoot problem areas.
• Assist with escalations (2nd Line support) to resolve end user issues.
• Configuring maintaining, troubleshooting, and installing last mile Layer 2 services (VLAN, VXLAN, ERPS & VPLS)
• Establish the networking environment by designing system configuration, directing system installation, and defining, documenting, and enforcing system standards.
• Assist in the design and implementation new solutions and improve resilience of the current environment.
• Maximize network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades, and collaborating with network architects/Senior Engineers on network optimization.
• Undertake data network fault investigations in local and wide area environments using information from multiple sources available to you.
• Secure network systems by establishing and enforcing policies and defining and monitoring access.
• Report network operational status by gathering and prioritizing information and managing projects.
• Assist in planning and implementation of upgrade data network equipment to the latest stable firmware releases where and when needed.
• Assist and provide remote support to on-site engineers and end users/customers during installation.
• Assist and provide remote troubleshooting and fault finding if issues occur on the network.
• liaise with project management teams, third-line engineers and service desk engineers on a regular basis.
• Communicate with customers via email and phone for the purposes of providing remote support in a timeous matter.
• Report/feedback to line manger on daily functions, incl. support calls, network status and any other requirements that might be identified from time to time.
• Obtaining and maintaining the required certification as and when required by business.
• Ensure service levels are maintained for all calls/support requests in the relevant CRM systems.

Minimum Requirements

• Grade 12
• A Valid code EB or equivalent driver’s license and 100% reliable transport
• A minimum of 3-5 years’ work experience in networking
• Relevant networking certifications required:
  • N+
  • HCIA and/or CCNA
  • JNCIA Junos
  • HCIE (advantage)

Knowledge and experience:

• IP Connectivity
• Understand communication protocols (e.g. VLANS, Spanning Tree, ERPS, Routing)
• Basic Router and Switch Configuration Knowledge
• Basic troubleshooting procedures
• Basic Interior Gateway Protocol standards (OSPF; ISIS; BGP)
• Network management tools and techniques (PRTG; Libre NMS; Netbox; NCE; u2000)
• Structured cabling; Cable Management
• Network Security
• Network Backups
• Fibre experience and knowledge will be an advantage
  • GPON
  • Active Ethernet
• Required to work afterhours and standby.
• Troubleshooting skills and the ability to diagnose/resolve network system problems.
• Ability to interpret and apply complex technical manuals and reference materials.
• Ability to assist with developing network security and related procedures; and assist with performing network management activities.

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The Networking Solutions Architect will construct solutions through their networking expertise. The primary objective will be to ensure the optimal functioning of an entity’s Network infrastructure by outlining solution architecture descriptions then monitoring and governing the implementation.

Duties and responsibility:

• Design, deployment, and operation of network infrastructures
• Outline solution architecture descriptions across the networking domains, function, and industries, then monitoring and governing the implementation
• Design best practice which enables you to act as trusted advisors to the architecture consulting team on optimal infrastructure designs
• Apply design methodology principles in a logical and scientific manner to perform a detailed analysis of client requirements to create designs for conceptual architectural designs
• Validate service requirements, explore solution options, and identify service integration requirements, leading the definition of the solution that meets the agreed requirements
• Research and investigate emerging infrastructure technologies and the best practices associated with them
• Attend and present at technical conferences to ensure practice management
• Look for additional business opportunities to address client requirements
• Work closely with vendors to understand their roadmaps, new developments, and products
• Establish and own Architecture Frameworks and standards pertaining to telecommunications
• Analyze client business needs and translate this knowledge into an understanding of how markets and clients will respond to new trends in technologies.
• Support sales activity in presenting our solution approach and methods to client stakeholder groups.
• Understand and can apply the key drivers in a service level agreement (SLA) and can assist clients to negotiate on the requirements of a SLA in relation to the business solution being proposed.

Minimum requirements and experience

• Relevant IT degree or diploma
• A minimum of 8-10 years relevant IT experience
• IT network qualifications (HCIE/CCIE/JNCIE) would be an added advantage
• Technology Areas Expertise: Network domains, technologies, and protocols, infrastructure optimization, capacity planning, performance and availability management, Huawei (Switching & Routing, DWDM, xPON),MPLS WAN,DAS systems & similar (Distributed Antenna Systems),Data Centre LAN, Knowledge of the Network service providers’ technologies, software defined WAN, software defined Data Centre
• Experience in the architecting of Network Solutions
• Experience in Network engineering and design
• Experience in creating and maintaining a technical roadmap for telecommunications in alignment with budget and business requirements
• Experience in the construction of infrastructure and services, business cases and benefits calculations
• Experience in Rationalization and standardization of vendors and products
• Experience in reporting and the management of technology design and architecture risks
• Ability to constructively interact with technical and non-technical parties and vendors
• Experience of the facilitation of meetings, workshops, and presentations

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The Team Administrator/Coordinator will be responsible for supporting the day-to-day operations of the costal technical team. This role requires excellent organizational skills, attention to detail, and the ability to work in a fast-paced environment.

Key Responsibilities

• Provide administrative support to the team, including managing support tickets, managing calendars, scheduling meetings with customers, preparing reports, and coordinating travel arrangements.
• Assist with the preparation and distribution of documents, including quotes, delivery notes, presentations, reports, and correspondence.
• Maintain accurate records and files and ensure that all documentation is up-to-date and accessible.
• Serve as a point of contact for team members and external stakeholders, and handle inquiries and requests in a timely and professional manner.
• Coordinate team activities, including site visits, support tickets, team meetings, workshops, and social events.
• Inventory management of project stock, running stock and non-stock items.
• Help to identify and implement process improvements to streamline operations and increase efficiency.
• Monitor and manage team budgets, including tracking expenses, overtime and traveling claims.

Minimum Requirements

• Formal matric qualification.
• 1 – 2 years relevant experience in administration and/or coordination
• Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Strong attention to detail, with a focus on accuracy and completeness.
• Excellent communication and interpersonal skills, with the ability to interact with stakeholders at all levels.
• Proficient in Microsoft Office (Word, Excel, PowerPoint.
• Ability to work independently and as part of a team, with a positive attitude and willingness to learn.
• Self- starter
• Previous experience in the telecommunications industry (advantageous)
• Interested in the telecommunications industry.

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The key purpose of the job is to oversee and manage the technical operations of the coastal support team thus ensuring service delivery for coastal customers. This position needs to ensure that systems and processes in the coastal regions are running smoothly and efficiently. This role requires a strong technical background, as well as excellent communication and leadership skills.  

To be successful in this role, you should have excellent organizing, design and communication skills with hands-on experience with various Server, Backup, Virtual Infrastructure, Hosting, Networking and Desktop technologies. Ultimately, you will ensure that all aspects of our customer expectations are met.

Key Responsibilities

Strategy

• Contribute to the development of the Coastal Operations Strategy and into supporting organisational strategies.
• Accountable for developing and communicating technical solutions and process-based strategies for functions within defined roles and responsibilities.
• Responsible for influencing the strategies of the organisation, ensuring that their strategic plans are in alignment with the technical direction of the coastal support team.

• Work closely with the Technical Product Manager and Commercial Product Manager and present the solutions to our business customers.
• Establish and maintain current clients’ relationships through relationship building strategies and increased business with new clients by creating an understanding of the client’s business outcome requirement.
• Collaborate with a diverse customer base, including community leaders and senior business executives.

Technical and Leadership

• Manage and oversee the technical operations of the organization, including servers, networks, databases, and other technical systems and processes.
• Ensure that all technical systems and processes are running smoothly and efficiently and make recommendations for improvements as needed.
• Provide technical leadership during major incidents and drive to quickly resolve complex escalated incidents.
• Coach team members on a proactive basis, raising the team’s overall technical acumen.
• Work with service provider partner to ensure the proper level of technical acumen and quality are executed within the contracted services.
• Guide, influence and motivate technical resources to deliver technically sound services.
• Coordinate and manage technical tasks within costal support team, as well as with external partners if required.
• Monitor and analyze technical performance metrics and develop strategies to improve efficiency and productivity.
• Ensure seamless integration of new infrastructure projects from a project management perspective as well as provide technical leadership and guidance on such projects.
• Up-skill team members so they fully understand all Reflex Solutions Products.
• Provide Tier3 support and high-level fault resolution to the Business and Client Services and determine the root cause and risk elements of failures while considering alternative courses of action.
• Manage the technical team and oversee any technical implementation to ensure high quality of work.
• Assist with the Investigation of new product offerings.
• Demonstrate strong industry related product knowledge.

Process

• Process design thought leader responsible for developing and evolving operational procedures. Examine & document existing processes, evaluate them within the context of availability and maintainability of supported Services.
• Identify areas in need of process documentation and work with the teams to create, document and train the process.
• Identify improvement plans, and work with business to create and communicate plans and manage the execution of the improvement plan.
• Maintain knowledge of industry best practices regarding operations.
• Provide input to the operational implementation plan to ensure that capacity requirements can be proactively identified, managed, and reported on as part of the operational functioning of the product.
• Update Risk register and work towards reducing risk.

Project deployment:

• Project ownership
• Resource allocation to projects based on skill capabilities.
• Assess client environment and advise on changes that may be required to original proposal.
• Interaction with clients with regards to client expectation and to manage the expectations so that they fit into “best practice” strategies as determined on strategies.
• Build solid client relationships.

Minimum Requirements:

• Bachelor's degree in computer science, information technology, or a related field.
• Formal Certifications (Advantage):

• • Microsoft
  • Linux
  • Cyber Security
  • Networking
  • ITIL

• 5+ years of experience in technical operations management, with a strong understanding of servers, networks, databases, and other technical systems and processes.
• Excellent communication and leadership skills, with the ability to manage a team of technical professionals.
• Strong analytical and problem-solving skills, with the ability to analyze technical performance metrics and develop strategies for improvement.
• Ability to stay up to date with the latest developments in technology and make recommendations for new systems and processes as appropriate.
• Experience working in a fast-paced, dynamic environment, with the ability to manage multiple projects simultaneously.

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The objective of this position is to assist the various Business Units with hardware installations whilst ensuring that proper quality standards meet business needs, corporate standards, and industry regulations.

Duties and Responsibilities:

Install hardware including but not limited to:

• Routers
• Switches
• Uninterruptable Power Supplies
• VOIP telephones
• Access Points
• PC’s, Laptops & Printers
• OLT’s
• Rectifiers and rectifier batteries

• Collaborate with Team Lead and other relevant parties to accurately forecast resource needs, and completion date for deliverables.
• Ensure technical integrity and compliance with estimated costs and deadlines.
• Ensure all installation deadlines are met.
• Ensure technical best practice is used for installation of all products and services.
• Provide remote hands support for Enterprise and Carrier Engineers.
• Replacing faulty hardware components when required.
• Provide 1st line onsite support.
• Preventative Maintenance – Includes PC’s, telephones, and cabinet maintenance.

Minimum requirements:

• Matric certification
• A+ and N+ certification
• Be willing to drive daily.
• Be prepared to work overtime.
• Excellent communication skills (speak, read, and write English)
• Must have own reliable transport.
• Planning, organizing and time management skills.
• A valid Driver’s license.

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We are looking for a Financial Manager to join the Reflex team. The Financial Manager is required to be registered as a CA (SA) and will be in charge of the full accounting function – core focus is management of the daily operations related of creditors, debtors, inventories, balance sheet, cash flow and reporting.

Key responsibilities:

General and financial accounting

• Maintaining fixed asset register
• Monthly close of accounts including
  • Balance sheet reconciliations
  • Preparation and posting of all journals required
  • Internal and group costing allocations
• Preparation and completion of all SARS returns
• Ensure that all work is complete, accurate and valid and that all deadlines are met e.g., fiscal month end, cut off, payments, account reconciliation, reporting and operational issues
• Ensure that business controls are designed and being followed in accordance with internal requirements
• Preparation of BU and company budget

Accounts receivable

Manage debtors’ clerk and with their assistance:

• Monitor debtors and escalate as appropriate
• Management of client queries
• Credit vetting of new customers

Accounts Payable

Manage creditors’ clerk and with their assistance:

• Review monthly creditors recons and payments processing
• Prepare for sign-off new supplier / credit applications
• Expense claim & Credit card management

Inventory

Manage PreSales team and with their assistance:

• Procurement management
  • Local procurement
  • Imports
• Quoting management
• Stock controls
• Review open items reports and slow-moving items

Payroll/HR

With assistance of the HR team:

• Review of payroll summaries in comparison of input sheets
• Calculation of ETI claimable from SARS
• Preparation and filing of EMP201 returns
• Post Payroll journals

Reporting

• Preparation of Management Accounts with commentary
• Present results to management on monthly basis
• Cash flow management
• Preparation of input sheets for AFS drafters and review of AFS
• Prepare for and manage year-end audit

Cost accounting

• Cost analysis: Per product and per BU analysis
• Pricing and gross profit analysis
• Review of revenue, cost of sales and resulting gross profit per BU
• Budgetary controls, including:
  • Capital expenditure
  • Operational costs
  • Direct, variable & fixed costs
• Comparison of budget versus actual revenue and costs
• Liaising with BU managers, including assisting with information and gathering information required from BUs to fulfil Finance requirements

Other

• Management of allocated support staff in Finance and PreSales
• Build effective vendor relationships with administrative & financial vendors to ensure that service levels are met
• Manage and coordinate internal office services which may include mail distribution, stationary, equipment/supplies, food services and events
• Management of BEE audit and compliance
• Assist in the statutory requirements company secretarial, tax and legal

Minimum Requirements:

• Grade 12/Matric
• BComm Hons qualification
• CA (SA)
• 2 - 3 years’ experience managing full accounting function, management experience preferable
• Excellent MS Office skills (Excel, Word, PowerPoint, Outlook)
• Attention to detail and high level of accuracy
• Planning, organizing and time management skill
• Team player
• A professional appearance and approach
• Additional advantageous skills / experience:
  • SAP Business One experience
  • Interest in IT
  • Interest and experience with systems

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The Project Manager reports to the PMO Team Lead and Exco/Operations Manager, with feedback sessions at the weekly management meeting. The Project Manager (PM) shall be responsible for the management of the project team, the coordination, management, and liaison of all resources involved in each project including that relevant BUs are on track with their deliverables. They are responsible for the planning and management of deliverables as agreed with the Exco/Operations Manager, as well maintaining their consistency with project scope and objectives. The above should be delivered within the determined scope, time, and cost constraints.

Basic Roles and Responsibilities:

• Provides the day-to-day management and coordination of the project
• Management of the Project team, ensuring adequate instructions, guidance, continuous feedback, training, and support as required
• Maintains ownership of the project schedule, and individual work packs, as well as related background planning
• Together with the relevant stakeholders (or BU Managers), participates in the definition and documentation of project scope, time, and cost constraints
• Responsible for reasonable delivery of a project within the above constraints
• Manages inter-department and inter-organization relationships within the project
• Responsible for the accuracy, relevancy and consistency of project related documentation, its handling, and storage
• Consistent and professional communication to the Project Team, Client, and all previously determined stakeholders
• Responsible for communication / escalation of issues and risks to the Exco and Management team
• Installation templates and Best Practice

Additional Expectations of the Role:

• Creation and ownership of Project Management process and procedure, in line with existing structures and processes
• Guide short- and long-term strategic planning for proliferation of Project Management discipline in the organization
• Provide quality assurance (understood as periodic evaluation of project performance relative to quality standards identified in project inception. This includes management of scope and scope creep, as well as general project management through the Project Management Plan)
• Transfer of Project management skills and knowledge (as well as that of the processes and procedures) to project team and relevant stakeholders
• Overall coordination of Projects as a program where applicable
• Creation and standardization of project document templates

Minimum requirements:

• Grade 12/matric
• Relevant Project Management Qualifications
  • Prince2 Practitioner
  • CAPM
  • PMP
  • Portfolio/programme Management
• 5+ years’ experience as a Project Manager in an IT Infrastructure environment
• Management experience
• Excellent communication skills
• Good planning and organizing skills
• Team player
• Proven track record in Project Management in an IT Infrastructure environment
• Knowledge of servers, desktops, voice, LAN and WAN and cloud platforms

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Purpose:

To make our clients adore us by proactive monitoring, detecting, and resolving warning alert related incidents before they cause downtime to our clients, whilst doing more with less through the use of automation. Reactive monitoring, detecting, and resolving exception alert related incidents to restore services ASAP, whilst ensuring timeous, frequent, comprehensive, and professional communication toward resolution, resorting to a workaround or failover service in the interim. Being the face of Reflex!

As a SMB Engineer, you will take ownership of SMB client IT Infrastructure alerts, ISP services support in terms of FTTH and FTTB (small/ medium business) representing our business as an ISP to home users and small/ medium businesses in South Africa and the United States of America. You will ensure maximum service availability and performance on all core services on core FTTH/ FTTB infrastructure, starting of onboarding of new clients, upgrades, and cancellation.  As a competent SMB Support Engineer, you will work in a fast-paced environment, to provide fast and efficient technical assistance on FTTH/ FTTB Infrastructure as well as home and small business user support (Desktop computers, 0365, etc.). A SMB Support Engineer must have good all-round technical knowledge and be able to communicate effectively to understand the incident and find a solution.  

The goal is to create value for clients that will help preserve the company’s reputation and business.

Key Responsibilities 

• Troubleshoot internet related incidents, troubleshooting Fibre incidents, Wireless, as well as general desktop, email and hosting support
• Ensure an exceptional “ISP experience” to FTTH/ FTTB client from inception to cancellation. Home users, Small to Medium Businesses
• Participate in Escalation and Prioritization activities, ensuring that the client incidents receive the appropriate urgency and attention
• Work closely with our Carrier and Connectivity Business Units pertaining to escalated infrastructure incidents within our control. Escalate problems experienced within client infrastructure, timeously, to the SMB Team Leader or Standby Team.
• Work collaboratively with our Project team to onboard new clients
• Deliver exceptional service to internal and external clients, being the face of Reflex
• Respond and resolve all incidents in accordance with the SLA
• Analyze incidents, develop resolutions, and escalate timeously
• Thoroughly and timeously record incident information, updates, and resolution in the company ITSM, based on standard operating procedures
• Create or update Knowledge Base articles in our Knowledge Management System (Known Error DB or Wiki)
• Ensure that issues are resolved in line with Reflex Policies, Processes and ITIL best practice
• Provide updates to clients with regards to incident and problems in accordance with our standards
• Track and manage your work via regular ticket updates. Updates to be comprehensive and complete
• Provide support to incidents escalated to the SMB
• Actively, via trending, identify and escalate any ongoing, unresolved, or business critical problems, such as recurring incidents and Major incidents to your Team Leader, or Manager
• Engage and coordinate with 3rd party vendors (i.e., DFA etc.) to resolve/ update open incidents
• Identify and suggest possible improvements on processes or systems to your Team Leader
• Keep up to date of modern technologies as well as Reflex SOP and Processes
• Assist in support, configuration, and maintenance of network devices, where required
• First level support of VoIP technologies to FTTH/ FTTB

Minimum Requirements 

• Certification as IT Technician will be an advantage
  • A+ / N+
  • CCNA / HCNA
  • Microsoft Certified IT Professional
  • Nagios / PRTG / Other Monitoring System
• Min 4 Years’ Experience as a Mid-Level Support Engineer
• Valid Driver’s License and Own Transport
• Ability to work shifts
• Proven experience as a SMB Engineer or other customer support role
• Working knowledge of VoIP technology
• Knowledge of network cabling, network classification and network topology
• Knowledge of Sysadmin and Windows Server OS
• Tech savvy with working knowledge of office automation products and remote control
• Ability to diagnose and resolve technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered

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We are an IT Infrastructure Company, based in Rosebank, looking for a graduate who is interested in moving towards a Junior Sales consultant or SDM career. 

Duties and Responsibilities:

Provide administrative functions such as:

• Getting supplier pricing and drafting quotations
• Building quotes and proposals
• Building customer reports according to FCIO needs
• Helping get feasibility from 3rd party connectivity providers
• Receiving reception phone calls (ad hoc function)
• Helping the presales team when and where needed
• Vetting and governance of all major contracts from clients (Quality assurance)
• Accurate calculations of revenue for employees and clients on a broad spectrum
• Extensive knowledge of Microsoft Office and Outlook to create presentations, spreadsheets, databases and organize meetings
• Professional telephonic and physical interaction skills to deal with staff and clients daily
• Assisting with system errors for in house tools and improving process/workflow
• Intense knowledge of cloud and physical networks and connectivity
• Focused on bringing together employees, products, clients, and other resources for the company
• Providing Sales Consultant support ensuring compliance with the sales process
• Quality assurance processes to verify legitimacy of client contracts, vendor/partner contracts and internal supporting documents
• Verifying and maintaining data integrity using various internal Halo tools
• Detailed reports (excel) provided to management regarding Halo data, queues, Sales figures, product line items, billable line items
• Co-ordinate the communication process between client managers, BU Managers, suppliers, clients, and other stakeholders where applicable
• Work closely with the IPM (Installation Project Manager) / Project Coordinator once a sales opportunity is won to ensure all work orders are created and properly assigned
• General administration support and data capturing
• Assisting with Administrative duties associated to Bid Submissions
• Assisting with the organization of the planned marketing and sales events for the year

Minimum requirements:

• Matric
• Bachelor’s Degree or equivalent certification (advantage)
• Technical certifications such as CompTIA A+ and N+ (advantage)
• Minimum of 1 – 2 years’ experience in the same or similar role
• Computer literate (Excel, Word, PowerPoint, Outlook)
• Organized, detail-oriented, reliable, punctual, able to multitask, prioritize, and meet deadlines as needed
• Speak, read and write English
• High levels of trust and integrity and able to work with confidential information
• Ability to work under pressure with tact and diplomacy
• Good interpersonal skills
• Team player
• A professional appearance and approach
• Confident and proactive
• Knowledge of IT/Telecommunications environment (advantageous)
• Interest in IT (advantage)

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We are an IT infrastructure company based in Rosebank, seeking a Sales Consultant to join our dynamic and driven Sales Team. The ideal candidate must have New Business Development (Hunter Experience) within the ICT/ISP/Telecomms Industry.

Duties and responsibilities

• Analyzing the client’s situation and business requirements
• Taking ownership of a range of accounts within an allocated territory and portfolio, by passionately advocating the client expectations, whilst keeping sight of the need to increase revenue and improve margins
• Identify the root causes of the problems the client's buyers must address
• Spend time discovering which individuals have the budget authority to solve specific problems, and then establishing a buying vision for what clients must do to address those problems
• Help clients understand the high-level requirements to address a problem, while also offering a prescriptive approach or road map to follow
• Have a deliberate communication plan, provide regular check-ins with the primary point of contact, and have an established process for getting buy-in from all stakeholders
• Serve as a single point of contact for Reflex Solution's information flow with their clients/stakeholders
• Sales Consultants need to assess, surface, and mitigate buyer-centric risks that could prove detrimental to the buyer’s credibility or could derail an initiative altogether
• Updating CRM:
  • Sites
  • Contacts
  • VIP list
  • Accounting details
  • After Hours Escalation
• Ensure all billing is updated and monitored
• Responsible for updating the pipeline weekly
• Ensure all contracts and proposal are stored and uploaded to SharePoint
• Ensure all proposals are current and up to date
• Track contracts that are up for renewal
• Apply all applicate increase to services
• Complete adherence and adoption of the various frameworks which contributes to the overall sales strategy
• Create and maintain accurate sales opportunity pipeline with a 90- day forecast maintained on system
• Ensure all closed deals are captured correctly and taken to 90% for accrual within the same month
• 100% attainment of net new target
• Ensure cancellations are processed within 24 hours of receipt
• Escalations to be handled efficiently and communications to be regular to all stakeholders
• Effectively manage client expectations to prevent executive escalations
• All client phone calls to be returned same business day
• Take ultimate ownership of all documents, presentations and workshops delivered/presented to clients/stakeholders
• Compile an outcome driven agenda for every single internal and external meeting followed up with timeous distribution of minutes and or sponsor letters

Minimum Requirements

• Matric or relevant certification
• Bachelor’s Degree or equivalent certification
• Technical certifications (advantage)
• Sales or Marketing experience beneficial
• Ability to articulate a deliberate course of action to a variety of stakeholders across departments and altitude levels
• Ability to share specific examples that paint a picture for all stakeholders
• Ability to share relevant industry and domain examples and provide proof their recommended approach works to make progress towards solving problems
• Ability to explain solutions without using jargon or technical speak
• Ability to foresee possible risks from the client’s point of view and, ideally, help the client avoid or mitigate any negative instance
• comfortable communicating your recommendation going forward on problem-solving and solution approach to senior executives
• Ability to produce your own thoughtful, relevant, and tailored point of view on a specific problem or issue and back up their point of view with well-informed logic with the relevant stakeholders
• Ability effectively runs sales meetings and phone calls in a way that solicits multiple perspectives and drives consensus towards a path of action
• Be compatible with their organization’s culture, and that the approaches, techniques, and methods the Sales Consultant utilizes are productive and focused on making progress

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We are looking for an experienced Operations Manager to join our dynamic, faced paced team. The key purpose of the Operations Manager is to be the second in charge to the Chief Operating Officer and provide sound operational leadership in all aspects of our business. The Operations Manager will take direction and lead from the COO in relation to all operational, governance, client experience and staff satisfaction vision, strategies, and growth plans for the company for both internal business and as an enabler of the businesses core product offering focus. The Operations Manager will be expected to be well-versed in current operations in relation to technology service offerings, familiar with a variety of business concepts, leadership and management, project management, productization and sales lifecycle mythologies.

Key Responsibilities

Client Service and Satisfaction (Innovation, Growth, Client Experience)

• The OPSMAN monitors the operational capacities, policies, procedures, internal governance & support systems integrity in relation to technological services provided by Reflex from a service value point of view. Here the focus is on value creation for stakeholders rather than the technology.
• Encourage, identify and implement innovative projects, initiatives or support systems that yield competitive advantage, automate repetitive workloads (streamlining), improve client and staff satisfaction.

• Monitor and report on continual improvement initiatives, performance and staff career growth and ensure compliance thereof.
• Ensure that the operational resources (Staff, hardware, software, licensing, etc.) understand and satisfy the company’s short and long-term needs.

• May engage with various vendors and/or partners to ensure they are meeting required SLAs, and that Underpinning Contracts (UCs) align completely to our client SLA, proactively to allow us to meet client SLA This also includes inter-departmental OLAs which are required to align with UCs and SLAs.
• May engage with various vendors and/or partners to ensure to identify new technologies, services or products that work in alignment to the continual service improvement life cycle of the business and/or in alignment with the business goals, objectives and strategies.
• In collaboration with various leaders and managers empower them to continually engage with vendors and/or partners with positive agendas focused on key deliverables and objectives aligned to the business and client needs and strategies, toward value creation and business success.

Quality and Control (Client Experience, staff satisfaction, Innovation)

• Take full responsibility and ownership of all operational components towards the operations and governances in relation to client services/products, ensuring its response time, service levels, capacity management, change management and relevant ITIL standards are maintained at exceptional levels, including internally benchmarked resolution SLAs and First Contact Resolution rates
• Provide and present to EXCO consistently, continually improving, updated and accurate reporting and statistics of all operations in relation to risks, client satisfaction levels, client experience performance, compliance, governance, capacity etc.
• Enforce the operational teams and leaders to apply, comply, update, and implement internal policies, control, procedures, assessments, documentation, and such in relation to the technologies supplied and used.
• Consistently review all operational policies, procedures, documentation, governance, and risks whilst identifying and innovating additional ways and means to improve on quality and control of services.

• Integrate into project management deliverables by meeting realistic deadlines to implement internal service improvement and governance projects and communicating progress proactively within the business.
• Accountable to ensure projects related to all service improvement and governance or in relation to resolving/preventing drastic risk for Reflex Solutions are completed timeously and with the correct level of quality, focus and attention.
• Ensure the provision of technical equipment and materials required for operations, and proactive planning in this regard.
• Set objectives for operations as well as implement action plans necessary for achieving set targets – Innovation.
• Ensure seamless integration of new services/systems projects and provide guidance on such implementations.

Leadership and Guidance (Staff satisfaction, Growth, Client Experience, Innovation)

• Provide strong leadership, advocating and living by our corporate values,  to empower all level of employees to become exceptional staff with the focus on their career growth, capabilities to comply and empower the internal business values, align to the key business strategies of Innovation, Client Experience, Growth and Staff Satisfaction.
• Guide, manage and lead departments to use technology profitably, effectively, and accurately toward operational efficiency.
• Engage with various leaders and managers to enforce meaningful KPI’s that align to the business strategies and continually improve, enforce, and comply to the required KPI processes.
• In collaboration with various leaders and managers empower them to assess performance in relation to technical skills or soft skills continually and effectively.
• Capitalize on stakeholders’ feedback to advise on necessary improvements and adjustments
• Have a good alignment to Emotional Quality and Social Quality to build strong and trusting relationships with various employees.
• Continually drive employee training initiatives (both technical and soft) to empower employees to achieve their career aspirations.

Profitability (Growth)

In collaboration with EXCO and managers:

• Empower the COO by providing statistical forecasting, capacity management and intelligent management of the budget thereof, without compromising on an exception client experience
• Utilize the budget to invoke, drive momentum and complete internal strategic projects with key deliverables and objectives and thus show success of such projects.
• Empower them to identify ways of revenue assurance and information accuracy.

Operational Best Practices (Client Experience, Staff Satisfaction)

• In collaboration with various leaders and managers, empower and facilitate training programs for staff throughout the organisation to enhance their skills and improve their job knowledge, in the interest of staff development, growth and succession planning. Understand the approach required to influence and motivate technical resources to deliver technically sound services – motivation and mentoring.
• Oversee and enforce the activities of Operational Managers, Supervisors, Service Delivery Managers, Quality Assurance Managers and ITIL Aligned roles like Problem and Change Managers.
• Oversees and enforces the application and compliance to internal procedures such as change management, major incident management, problem management and project management.
• Develop processes for the resolution of operational challenges and client complaints – closely related to Client Satisfaction.
• Enforce the compliance to maintain an up-to-date knowledge of relevant operational and governance policies, procedures, SOPs, Knowledgebases, etc.

Minimum Requirements

• Proven experience as a Leader or Manager or similar leadership role
  • 5 years management experience
  • 10 years in client delivery and or engagement roles
• Strong understanding and certification of ITIL and Cobalt practices
• Strong understanding of project management methodologies and practices
• Knowledge of technological trends to build strategy
• Understanding of budgets and business-planning
• Excellent communication skills
• Strong Leadership and organisational
• Strategic thinking
• Problem-solving aptitude
• Beneficial prior management and/or leadership certification