Jobs at Civil Aviation Authority (SACAA)

Description

OVERALL, PURPOSE OF THE JOB

• To provide exceptional first line technical support to end-users by resolving IT issues efficiently and effectively. The role encompasses managing the helpdesk, attending to incoming calls, and conducting client satisfaction survey and contribute   to the overall improvement of IT services within the organization.

Service Desk

• Manage incoming support requests via phone, email, and ticketing system.
• Prioritize, categorize, and log incidents and service requests accurately.
• Provide first-level technical support and troubleshooting for hardware, software, and network issues.
• Escalate complex issues to higher-level support teams as required.
• Monitor and manage service desk performance metrics.
• Contact clients to update them on the status of their queries logged and follow-up with technicians to make sure the SLA is met as far as possible.

Operations

• Contribute to the development and improvement of helpdesk processes and procedures.
• Participate in knowledge transfer and training sessions.
• Maintain up-to-date knowledge of IT systems, applications, and infrastructure.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Adhere to security policies and procedures.
• Identify and report potential security threats or vulnerabilities.
• Assist in security awareness campaigns.

Customer Service

• Deliver excellent customer service by providing timely and effective support.
• Build strong relationships with customers and foster a positive user experience.
• Manage customer expectations and communicate clearly and professionally.

Knowledge Base

• Contribute to the creation and maintenance of the knowledge base.
• Provide accurate and up-to-date information to users.
• Leverage the knowledge base to resolve incidents efficiently.

Administration

• Manage and maintain IT equipment and inventory.
• Perform routine administrative tasks related to the helpdesk.
• Generate reports and statistics as required.
• Perform other duties as assigned.
• Participate in IT projects as required.
• Provide technical support for project implementations.
• Assist in testing and deployment of new IT systems or applications.

Requirements

EDUCATION

MINIMUM

• National Higher Certificate in ICT or related equivalent NQF 5 Certificate

IDEAL

• National Diploma in IT and ITIL Foundation and A+ or N+. 

EXPERIENCE 

• 2 years IT Service Desk or IT Administration Experience

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Description

PURPOSE OF THE JOB

• Responsible for ATO approval and oversight.
• Responsible for FSTD oversight and approval.
• Review and approval of Syllabi and Curricula.
• Responsible for licensing standards and regulations for all aircrew licenses; oversight of Designated flight examiners, Radio telephony Examiners and Language proficiency examiners; approval and oversight of examination centers.
• Monitor the conduct of pilot instructors and designated examiners.
• Submit memos to LAC for further investigation or enforcement action against instructors and examiners.
• Conduct and participate in review boards for the designation and redesignation of pilot instructors and designated examiners.
• Respond to queries regarding crew licensing, instructors, designated examiners, training or assessment from industry and the Authority.
• Provide technical assistance to other states, industry and licensing office.
• Participate in national seminars, conferences and workgroups related to flight instructors, designated examiners or inspector duties.
• Maintain procedure documents related to TSO inspectors for flight crew instructors or designated examiners

CATS and CAR Development

• In co-operation with Managers: Licensing and Examinations- Develop and implement Civil Aviation Regulations (CARs) and Civil Aviation Technical Standards (CATS) for the Civil Aviation Regulations Part 61, 62, 63, 68, 69 ,71,72 in compliance with the Standards and Recommended Practices of ICAO Annex 1.

Operational Management

• Conduct audits and inspections as per SACAA Procedures to establish compliance.
• Conduct oversight on the activities of designated flight examiners, Radiotelephony examiners, Language Proficiency examiners and flight instructors.
• Make relevant recommendations pertaining to safety management systems.
• Investigate regulatory non-compliances and recommend remedial or enforcement measures.
• Provide factual reports of audits and inspections conducted on the training organisations.
• Monitor and follow up on the implementation of corrective action and the closure of action within allocated time frames.
• Facilitate approval, and their maintenance with respect to Training and Procedures Manuals.
• Support the Licensing Administration function within SACAA, including the assessment of applications, against legal requirements in accordance with the provisions of the Civil Aviation Regulations 2011, Parts ,61, 62, 63, 68,69 and 71.
• Investigate and recommend action to the Director on any deviations from requirements.
• Introduce adequate measures to enable SACAA to effectively carry out its mandate of Safety and Security Oversight.
• Update and amend all documentation, checklists, and procedures to ensure compliance with the regulations.
• Review applications for the accreditation of military experience.
• Review applications for the conversion of validation for foreign licences where directed.

Support to PEL Sections and Departments

• Provide technical and investigation support to LAC department on enforcement issues.
• Recommending the approval /denial/ withdrawal of exemptions, AMOCs and special approvals.
• Provide technical design support to PEL FSTD and ATO inspectors.
• Provide technical design support to the Exemptions and Regulatory Development section.
• Provide technical support to AIID regarding the investigation of accidents and incidents.
• Provide technical support to the General Aviation department.
• Provide other technical support as directed by the relevant line manager.

Design of Training and Testing Standards

• Design and develop test standards and examination items for flight crew training and testing.
• Design and periodically review the curricula and syllabi of flight crew licence and rating training and examinations.
• Develop and implement standards for licensing administration that ensures adherence to requirements.
• Develop technical guidance material for flight crew training and testing.

Communications and Safety Promotion

• Project a professional and positive image of the SACAA to all stakeholders. Provide industry feedback to the Manager

Industry Liaison and Client Service Standards

• Participate with industry through workshops and conferences in the development of:
• Practical examination/testing/training standards
• The oversight system to portray a positive image of the SACAA
• Liaise with industry to record problem-solving solutions and convey knowledge to the industry to allow for the improvement of standards.
• Resolve customer issues while abiding by regulations and internal policies.
• Communicate with industry participants by publishing AIS document and PEL notices.
• Contribute to the content of the PEL web pages.

Requirements

Minimum Qualification:

• Grade 12
• Commercial Pilot License with Grade II Instructor Rating issued under Part 61 or equivalent SA Air Force Flight Instructor Rating Category B

Ideal Qualification:

• Airline Transport Pilot Licence
• Grade I Flight instructor rating or SAAF Grade A Instructor with sound knowledge of training and training administration.

Experience:

• 300 hours