Job Vacancies at Teraco

PURPOSE OF THE ROLE

• Proactively identify roadblocks to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources.  Monitor and attend to all tickets related to the Service Delivery Co-Ordinator Role, without impacting or assuming the function of the A/H Service Desk. Support any issues that may arise at other sites, that impact customer satisfaction, and escalate to site management if required.

MAIN FUNCTIONS OF THE JOB

General

• Adhere to company policies, procedures and processes;
• High quality verbal and written communication with clients;
• Process and update tickets within agreed operation service level agreement and client SLA timelines.

Client Satisfaction

• Facilitate high quality servicing by all on-site staff, and if required assist with resolution or servicing. However, it must be noted, that the SDC must ensure that existing staff fulfil the servicing requirements, and the SDC only performs the function when the existing staff fail to and client satisfaction is impacted, or there is a skill or resource shortage; If required to fulfil the functions, the SDC is required to have the knowledge and capability to perform all functions except guarding, remote hands and facilities technical management.  However, the A/H SDC must have a can-do attitude to resolve any situation where customer satisfaction impacted;
• Optimise client satisfaction;
• Communicate suggestions & comments and feedback to management;
• Plan and implement preparation activities that may be required for major client deployments, and/or execute on a plan provided by SDM/ management to ensure high client satisfaction.
• Support all sites, to resolve or escalate client service impacting issues.

Administrative responsibilities

• Accurate recording and data capture of queries, resolution and follow-up;
• Accept and log tickets in the agreed queues in the expected turnaround times;
• To process and update tickets in expected turnaround times;
• Potential ticket escalation to other divisions of the business or technical;
• Monitor ticket queues and ticket closure for all tickets (irrespective of site) and escalate to A/H Call centre or Management is queues are not being managed appropriately, or any tickets are not being accepted for processing within 15 minute

Time dependent i.e. no immediate client servicing issues requiring attention, them:

• Process any tickets, normally processed by SDC or SDA office hours team, which are not actioned in-office hours or by the A/H Service Desk, and require attention;
• Review My Team tasks and tickets and assist with clearing any backlog;
• May be required to perform task not strictly defined in the job description, for which you have competence, during downtimes, when excess time is available.

Escalation and Reporting

• Assist on-site staff with escalation for support as required e.g. Ozone, network downtime;
• Identify roadblocks that impact client satisfaction and present recommendations to management to
• address underlying root causes;
• Prepare and submit any reports that may be required from time to time;
• Report any incidents to management within SLA, where impacting clients requiring notification i.e. act as management eyes and ears for escalation after hours.

Self-Development

• This role is required to operate independent of the SDC team, and therefore it is critical that the individual is a self-starter who is willing to learn operations from other on-site staff, without management oversight in most cases.

Office Hours and Location

• The role is an active role in which the individual is required to actively monitor all components of the site impacting clients, and therefore the person is required to be mobile and active;
• This role is required to work from Friday morning to Monday morning, 06:00 - 18:00 (i.e. this shift includes the weekend);
• This role is required to work on-site at JB1/Isando, however may be required to change location to another Teraco site, if the client requirements for afterhours support change.

Team Lead Responsibilities

• Conduct weekly KPI meetings with the Shift Service Delivery Coordinators to monitor performance improvement
• Conduct weekly team sessions and coach on improvement initiatives
• Ensure that all work conducted by the Team Lead and Team members are performed following Policy, Procedure, Process and Work Instructions for continuous improvement of Teams performance
• Ensure all tickets related to the Service Delivery Coordinator role are processed timeously and correctly by Team members
• Dashboards reviewed prior to departure for the day, with action to eliminate any tickets outside SLA
• Create and maintain Issue Register to track Team Performance and assist in identifying gaps
• Support HR and Service Desk Manager in staff recruitment and Development as well as Performance Management issues (Job Observation)

Requirements

SKILLS REQUIREMENT

• Exceptional communication skills;
• Excellent administrative skills are critical
• Active listening – ability to understand requirements;
• Ability to communicate in English, and any other RSA language beneficial;
• Proactive problem solver;
• Ability to work independently & a positive team player;
• Self-motivated;
• Ability to lead or positively influence others;
• Conducts self professionally, exhibits high levels of tolerance and patience;
• Responsible for continued learning and self-development;
• Team player;
• Good time keeping.

QUALIFICATIONS AND EXPERIENCE

• Matric
•  2 years relevant working experience
•  IT IL preferred
•  Microsoft Office skills
•  Understanding of Wireless solutions preferred
•  Strong understanding of networks and cabling (fibre optic and copper)

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PURPOSE OF THE ROLE

• Taking full ownership and responsibility for operational delivery and stability of clients assigned, and support other SDMs in delivery to their clients as a team player.

OBJECTIVES MAIN FUNCTIONS OF THE JOB

Service Delivery Manager

• Manage a portfolio of clients
• Build strong and positive relationships with clients at various levels
• All Service Level Agreements to be maintained and reported on according to set business parameters
• Build and document CRM knowledge about the client’s offerings at Teraco
• Understand clients core business and how it interacts within Teraco and identify needs and business opportunities
• Have a full understanding and operating of Teraco CRM to enable reporting on services per client
• Escalation point on allocated clients
• Project manage all client installations
• After hours co-ordination and activation of client services and products when required

Requirements

 SKILLS REQUIREMENT

• Client focused and excellent interpersonal relationships
• Active listening – ability to understand client’s requirements
• Ability to work independently & a positive team player
• A comprehensive understanding of network  and data centre industry
• Excellent written and verbal communication skills
• Ability to communicate at all levels of the business
• To be able to communicate professionally in English (reading/understanding, spoken, written)
• Excellent problem solving and organisational skills.
• Meticulous and analytical with a high attention to detail
• Excellent documentation skills and report writing 

QUALIFICATIONS AND EXPERIENCE

• Matric Qualification
• Business Diploma / Minimum 5 years’ experience in similar role (full ownership and management of client operational relationship)
• Microsoft Office skills
• Knowledge and experience in understanding Service Level Agreements
• Experience in utilities/power deployment and cabling infrastructures will be an advantage
• ITIL Foundation certification preferred

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MAIN FUNCTIONS OF THE JOB

• Develop and deliver training programs: The Technical Training Manager designs and delivers training programs that enhance the technical skills of employees. This involves creating learning objectives, developing training materials, and delivering training sessions
• Evaluate training effectiveness: The Technical Training Manager assesses the effectiveness of training programs by analyzing feedback from participants and evaluating the impact on employee performance.
• Develop training materials: The Technical Training Manager creates training materials such as manuals, presentations, and other resources that support the training programs.
• Keep up-to-date with industry developments: The Technical Training Manager stays current with developments in the industry and incorporates this knowledge into training programs.
• Identify training needs: The Technical Training Manager identifies the technical training needs of employees and develops programs to address those needs.
• Collaborate with other departments: The Technical Training Manager collaborates with other departments to ensure that the training programs align with the organization's goals and objectives.
• Use technology for training: Technical Training Manager uses technology to deliver training programs, such as online learning modules, virtual reality, and simulation tools.
• Maintain training records: Technical Training Manager maintains training records and provides reports on training activities and outcomes.
• Manage training budgets: Technical Training Manager manages the training budget, ensures that training costs are within the allocated budget, and identifies opportunities to reduce costs without compromising the quality of training.
• Provide technical support: The Technical Training Manager provides technical support to employees to help them apply their newly acquired technical skills in their job roles.
• Overall, a Technical Training Manager plays a critical role in ensuring that employees have the technical skills and knowledge needed to excel in their job roles.

Requirements

SKILLS REQUIREMENT

• Good verbal and written communication skills
• High energy level
• Ability to read and understand data centre design documents, processes and procedures
• Good planning skills
• Proactive problem solver and quick response to potentially critical situations
• Ability to work independently & a positive team player
• Conducts oneself professionally, exhibits high levels of tolerance and patience
• Responsible for continued learning and self-development
• Review, maintain, comprehend, and follow Work Plans, Sequence of Operations, Standard Operating         
• Procedures, and Process Flow Diagrams

QUALIFICIATIONS AND EXPERIENCE

• Matric qualifications
• Knowledge of electrical solutions i.e. AC/DC, Single Phase, 3-Phase is preferred.
• 5+ years relevant working experience
• Advance Microsoft Office skills
• Certified Data Centre Professional
• Full understanding of a data centre infrastructure and environment
• Own transport. Note: may include travel to various sites. Local via own transport.

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Main function of the Job

Data Centre Management

• Manage working methods to ensure all SLA and MSA’s are achieved
• Management of data centre cabling infrastructure to provide a cost effective and concurrently maintainable system supporting 99.99% uptime

Compliance

• Maintain compliance in accordance to all relative policies and procedures
• Meet agreed inter-departmental OLA (Operational Level Agreement)
• H&S monitoring and corrective action to meet statutory compliance, SLAs and good business practice
• Implement company and departmental policies, processes and work instructions as per the agreed quality and timeline/ RFS

Critical System Management

• Ensure applicable planned and corrective maintenance is managed in accordance to ensure customer MSA’s and SLA’s are achieved
• Task finalisation and report accurately, as per agreed format, quality and within the agreed timelines

Data Centre Ethics

• Ensure compliance is maintained incorporating industry best practices
• Ensure data centre facilities standards are enforced and maintained
• Ensure data centre cleaning standards are enforced and maintained

Requirements

 Skill Requirements

• Good technical abilities
• Effective communication skills, active listener – ability to understand requirements
• Proactive problem solver, perform rapid and accurate assessments
• Ability to work independently, as well as being a positive team player
• Self-motivated
• Conducts self professionally, exhibits elevated levels of tolerance and patience
• Responsible for continued learning and self-development
• Quick response to potentially critical situations
• Trouble shoot systems and components to identify root causes of failures
• Implement corrective actions promptly to mitigate the negative effects of system changes
• Good Microsoft Office skills

Qualifications and Experience

• Cabling qualification preferable
• Minimum 5 years relevant data centre experience
• Good knowledge of Data Centre environments and critical infrastructure systems