Job Opportunities at Datacentrix

Skills and Experience Required:

• Proficiency in cloud computing and virtualisation technologies.
• Skilled in automation and orchestration tools.
• Deep experience in system integration and custom development.
• Strong command of programming and scripting languages (e.g., Python, Java, Ruby on Rails etc).
• Full-stack proficiency, including hardware setups and configurations.
• Data platform development.
• Deep experience with open-source toolsets such as Postgres, MySQL, NoSQL, and GraphQL for analytics.
• Competent in data analytics and large dataset management.
• Ability to shape and enhance DevOps practices.
• Set up and undertake code review practices.
• Knowledgeable in cybersecurity and compliance.
• Experienced in network and infrastructure management.
• Development of foundational structures, processes, and systems.
• Automation and infrastructure as code for core Systems Integration and Managed Services.

Key Responsibilities:

• Technology Strategy and Execution: Collaborate with leadership to set strategic technology directions and ensure the successful deployment of tech initiatives.
• Complex System Architecture Development: Design frameworks for intricate systems, enhancing efficiency across business units and services.
• Strategic Business Adaptation: Use technology to pivot business strategies and achieve market growth.
• Engineering Leadership: Lead and mentor technical teams, including juniors and graduates, bringing them to production readiness.
• Technical Proficiency and Diversity: Expertise in various programming languages and tools for versatile solutions.
• Custom Technology Stack Development: Build and customise technology platforms to meet specific business needs.
• Problem Solving: Innovatively address complex technological challenges.

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Duties:

• Install Mobile application on end-user devices
• Update software on end-user devices
• Provide training to end-user on installed mobile application
• Provide support to end-user’s software and hardware
• Liaise with support team in Gauteng to resolve end-user incidents

Essential:

• EXCELLENT Communication skills
• Matric
• Relevant IT certification
• 2-5 Years' prior desktop support experience
• Own Vehicle
• Ability to work independently (minimal supervision)

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Qualifications/Skills and Experience:

• CA (SA)
• ± 5 years’ post-qualification experience (with 3 years at a manager role)
• ± 2 years inspection reviews experience 
• Public sector audit experience 
• Private sector / IFRS audit experience 
• Excellent technical knowledge and experience in auditing and financial reporting standards
• Above average performance and behavioural record
• Detailed knowledge and experience of statutory requirements and standards of the accounting and auditing discipline (e.g. International Standards on Auditing)
• Analytical and communication skills (written and oral)
• Coaching and reporting skills
• Presentation skills
• Discreet handling of confidential and contentious information
• Unquestionable integrity and objectivity
• Exercising authority and displaying professionalism, especially in strenuous situations
• Ability to handle conflict situations
• Proactive and works well under pressure
• Able to deal with various tasks at once and deadline driven
• Able to deal effectively with individuals at all levels within the company
• Able to work independently and as part of a team
• Ability to respond and adapt to changes quickly
• Practical experience in Quality Management Reviews

Roles and Responsibilities:

• Assist with the development and implementation of quality management policies and procedures in the operations of the company to ensure compliance with the relevant audit standards;
• Update and maintain the QM monitoring policy and related procedures in accordance with relevant changes in International Standards on Auditing and the company policies;
• Participate in the team planning and scoping of risk-based inspections;
• Review ongoing monitoring of the quality management process including post –issuance monitoring reviews;
• Inspecting planned completed audit engagements and firms’ quality management policies and procedures; discussing findings; consulting and preparing high-quality reports in a timely manner;
• Perform monitoring of quality management (QM) compliance in accordance with the monitoring requirements of the International Standards on Quality Management (ISQM) and specific requirements as determined by the company;
• The monitoring will be performed annually on two levels, namely:
• System of quality management
• Completed audit engagements (both those performed by the company staff and CWC audits)
• Perform any other monitoring activities as determined by the QM senior management team;
• Provide quality related technical advice and guidance to top management and auditors in respect of engagement performance and associated processes;
• Work closely with the Strategic Audit Projects Business Unit in enhancing and maintaining the technical quality of the current engagement quality reviewers (EQRs) database to support the quality of allocations of engagement quality reviewers by the audit business units, and
• Provide ongoing and closer support to engagement quality reviewers on consistency, risks and quality issues that need to be addressed during engagement quality review process;

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Critical Requirements - Skills, Experience & Qualifications:

• Matric/Senior Certificate
• IT Related Tertiary Qualification (Degree or Diploma)
• Project Management Certification
• ITIL V3/V4 (Foundation)
• Solid IT Service Delivery Management Experience (5 Years+)
• Project Management (2 Years+)
• Service Management (2 Years+)
• Continuous Service Improvement
• Resource and Capacity Management
• Operations Management
• Escalation Management and Resolution
• Identify new business opportunities
• Manage Third Parties
• Report Management

Responsibilities:

• Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers.
• Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.
• Establishing and articulating business requirements for new services or changes to existing services.
• Mediating in cases where there are conflicting requirements for services from different business units ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents.
• Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs.
• Negotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service.
• Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures.
• Ensuring that targets agreed within underpinning contracts are aligned with SLA targets.
• Ensuring that service level reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence.
• Ensuring that service performance reviews (SLA Meetings) are scheduled, carried out with customers regularly and documented, with agreed actions progressed.
• Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers.
• Reviewing service scope, SLAs, OLAs and other agreements on a regular basis.
• Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate.
• Identifying all customers and other key stakeholders to involve in SLA negotiations.
• Managing customer complaints including their recording, management, escalation (where necessary) and resolution.
• Measuring, recording, analysing and improving customer satisfaction.

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Critical Requirements - Skills, Experience & Qualifications:

• Matric /Grade 12 Essential
• Certifications in ITIL Service Management
• Training and Facilitation Skills
• A+ & N+
• Advanced Excel
• Project Management
• MS Products (MS Office suite, Outlook)
• Valid driver’s licence own reliable vehicle
• Must be willing to travel around Cape Town Central Business District from a client engagement perspective.
• Must have experience in Service Management, Customer Relationship building, Governance, Compliance and Internal Processes, ITIL process application, Account, financial and people management from a service delivery aspect.

Responsibilities:

• Oversee 100% of the requests, incidents and problems.
• Manages and coordinates urgent and complicated support issues.
• Act as escalation point for all requests and incidents.
• Develop and mature reporting and escalation processes to ensure free flowing escalations and information within the organization.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach and mentor Service Desk Staff including career development.
• Oversee staff activities.
• Builds/obtains (from other departments) training material for support staff.
• As needed, schedule employee’s times and provide backup support.
• Interact with internal and external customers.
• Provide data and reporting of trends to the team and others in ad-hoc, weekly, monthly and as needed.
• Drive changes and develop strategies for improvement.
• Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage queueing (participating in escalated calls as needed).
• Oversee repository and ensure solutions are available to the tech team.
• Assist with the scoping of Service and Business Level Agreements to set expectations and measure performance.
• Develops an effective and workable framework for managing and improving customer IT support in the organization.
• Advise management on situations that may require additional client support or escalation.
• Manage process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as it depends on daily operational needs.
• PO review and approval.
• Review survey feedback to improve services, tools and support experience.
• Keep confidential all applicant, client, and verification and company proprietary information.

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Critical Requirements - Skills, Experience & Qualifications

• A+ or N+ / MCSE or tertiary IT Qualification.
• At least 3+ years’ experience delivering End User Computing Support Services in a customer environment.
• AD and GPO Experience (Creating Users and Managing AD)
• Proficient at PC Builds and endpoint installations Excellent Communication and Interpersonal skills.
• Able to correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact.
• Manage call escalations to 2nd level and specialist support within Datacentrix as well as customer vendors. 
• Must be a team player with the ability to work in and with a virtual team.