Latest Roles at Clickatell

Purpose 

Clickatell is looking for a Commercial Manager that will focus their efforts in expanding our chat commerce solution’s footprint in South Africa. Engaging with current and future clients, you will work to introduce solutions portfolio to client’s needs to transform customer engagement and realize cost and operational efficiencies through this new digital channel in innovative ways

Requirements of the Role

•  Relevant Degree or 8 years of relevant job experience with similar essential duties

Work Experience 

•  Demonstrable experience in creating a comprehensive client business plan to manage account sales while accurately forecasting future bookings and revenues.
•  Demonstrable experience working cross functionally as part of a solution team.
•  Experience in senior manager stakeholder engagement.
•  A track record for consistently exceeding revenue goals.

Proficient Knowledge and Ability 

•  Knowledge of the industry and shared business challenges.
•  Experience and knowledge of messaging and/or payment products and industry.
•  Brings with and has the ability to tap into an extensive network of decision makers in the industry
•  A good listener, genuinely interested in clients, their business, and how they can succeed.
•  Is collaborative with experience engaging a diverse group of internal stakeholders to articulate a truly compelling client value proposition.
•  Excellent communication and presentation skills.
•  Excellent process/organization skills, as well as strong creative orientation and the ability to craft innovative solutions.
•  Strong Interpersonal skills with the ability to work with multi-dimensional teams.
•  Strong business/commercial acumen or instinct with technical capacity.
•  Have problem solving skills, a logical thinker and analytical abilities

We Do The Right Things

Responsibilities of the Role

• Managing existing clients and revenue
•  Drive value to our customers by identifying problems, offering creative solutions, and leveraging partnerships to move both organizations toward their strategic goals.
•  Manage the entire sales cycle to ensure you customers experience the full customer journey.
•  Provide technical support to our customers with the goal to keep customers satisfied with the business's products. Cross sell to existing clients.
•  Develop in-depth customer portfolios by conducting research on the client company to build out a comprehensive profile.
•  Create comprehensive client business plans and engage in complex deal negotiation to build a stable, growing pipeline of current and future business opportunities.
•  Provide professional after-sales support to enhance the customers’ dedication Sourcing for new clients
•  Focuses on building long-term mutually beneficial partnerships with core enterprise customers.
•  Unearth new sales opportunities through networking and turn them into long term partnerships
•  Engage in complex deal structuring and negotiation efforts designed to win new deals.
•  Present products to prospective clients and grow with your customer by ensuring you have a strategic account plan for each customer.
•  Set sales and revenue targets and work diligently to meet them.
•  Working integrally with all internal team members to facilitate the process of achieving client success in terms of solution adoption and revenue generation 

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Purpose

e are looking for a highflying Infrastructure Engineer: DevOps accountable for assisting the DevOps team lead in planning, organizing, controlling, and management of all platforms and implementation of related infrastructure strategy. We seek an experienced individual to help us manage and develop our cloud infrastructure. Reporting to the Technical Manager: Infrastructure. This role works closely with our technology teams to provide the support necessary to allow for rapid code deployment and high levels of system uptime.

We Do The Right

Things Responsibilities of the Role

•  Provide thought leadership with regards to Clickatell’s overall cloud adoption strategy.
•  Contribute to architectural and design discussions around current and future system implementations, including but not limited to monitoring/internal tooling/AWS environment design requirements.
•  Conduct technical research and development to enable continuing innovation within the infrastructure environments.
•  Audit and analyse logs and other system data for troubleshooting and preliminary root cause determination, change control management for code deployment and configuration modifications.
•  Ensure all documentation and diagrams for all environments are accurate and up to date.
•  Provide technical liaison services with enterprise customers and vendors as required.
•  Service, maintain, commission, and support global platforms with a view towards high availability and scalability. 

Requirements of the Role

•  IT related qualification or 3+ years in a similar role
•  AWS Certified DevOps professional advantageous

Work experience:

•  Minimum of 3 years working experience with Unix or derivative.
•  Minimum of 3 years working experience with troubleshooting hardware and/or software.
•  Experience in virtualization and cloud environments, particularly Amazon Web Services (AWS) essential
•  Working in traditional data centers and public cloud environments essential.
•  Containerization of services
•  Containerized environments (EKS/K8S)
•   Deployments, Services, Ingress
•   Performance optimization of pods
•   Securing containerized environments
•  Templatization and automation of work
•  CI/CD frameworks and workflows (Gitlab / Github Actions / Jenkins) Knowledge and Abilities:
•  Demonstrate extensive knowledge of Infrastructure as Code (Terraform/Ansible)
•  Scripting (BASH) essential.
•  Understanding of the SDLC and Agile methodologies essential.
•  YAML scripting advantageous. 

A Bit About You

• Behavioral competency requirements of a Highflyer:
•  Team Player: Self-directed and dedicated team player who positively engages with the team to solve.
•  Optimizing Processes: Optimally utilizes the tools and resources available to maximizes output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements.
•  Expert Thinker: Equipped with specialist knowledge and makes recommendations that are practical, smart and ready to implement. Remains up-to-date in the industry and offers technical advice, and support to own team and others.
•  Effective Problem-Solver: Resourceful, persistent, and creative when solving problems. Able to be analytical and follow a logical process to make decisions. Finds the balance between a good and quick decision through experience and knowledge. Able to present and explain thinking and the resulting decision.
•  Connecting Collaboratively: Actively connects to bring cohesion and deliver excellence. Sees the value in working closely with different specialities and teams to ensure all operations are aligned to meet the required objectives.
•  Maximizing Awareness: Recognizes emotions and how it affects behavior and relationships. Selfaware and picks up on emotional cues in situations. Self-manages and empowered to show initiative, follow through on commitments, and work well in a team. Listens, reflects, and responds effectively to constructive criticism.
•  Enabling Strategy: Implements the action plans in order to produce practical outputs while considering the implication, and consequences for the organization and our customers.
•  Action Orientated Mindset: Know-how to skilfully approach technical activities to deliver value. Eager to deliver new or improved solutions to drive the organization forward. Focused on what needs to be done and ensures follow-through on all commitments.
•  Embracing Change: Invites change and stays focused and resilient, and chooses responses that are positive when feeling uncertain. Remains flexible, adaptable, and open to opportunities to be innovative. Uses failure as an opportunity to learn and grows. Thinks ahead, anticipates, and acts.
•  Driving Delivery: Goal-oriented and monitors processes and systems to ensure tracking towards goals despite challenging and stressful situations. Sets high standards for quality and performance and provides metrics to show improvements as well as real-time variance for effective tracking.

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Purpose

As a infrastructure Engineer, you will be accountable for assisting the SysOps team lead in planning, organizing, controlling, and management of all platforms and implementation of related infrastructure strategy. We are looking for an experienced individual to help us manage and develop our cloud infrastructure. The ideal candidate will have a strong background in system operations, cloud platforms, and a deep understanding of DevOps principles.

Responsibilities of the Role

• Be a thought leader with regards to Clickatell’s overall cloud adoption strategy.
• Divisional policy and process formulation, strategic planning, resource coordination and operational execution of projects and assisting in procurement process.
• Installation/configuration, operation, maintenance, and monitoring of the Clickatell messaging engine hardware, software, and related infrastructure with a focus on high availability, stability and security.
• Work closely with software development teams to facilitate smooth integration of applications with cloud infrastructure.
• Scripting and coding to automate routine tasks and improve operational efficiency.
• Technical research and development to enable continuing innovation within the infrastructure
• Provide technical support and troubleshooting for cloud-based infrastructure issues.
• Ensuring network, hardware, operating systems, software applications and any related procedures adhere to organizational values, enabling staff, customers, and partners
• Technical liaison with enterprise customers and vendors as required Service, maintain, commission, and support global platforms, with a view towards high availability

Requirements of the Role

• Related IT qualification / 5+ years in a system administrative position
• Red Hat Enterprise Linux certified (RHCE or better) or other appropriate Linux/Unix certification (preferred)
• Cloud certifications (AWS preferred)
• Proven experience as a SysOps Engineer or similar role.

Requirements of the Role

• Experience in virtualisation and cloud environments such as Amazon Web Services (AWS) or similar.
• Red Hat Enterprise Linux certified (RHCE or better) or other appropriate Linux/Unix certification advantageous
• Perl, python, ruby and/or PHP scripting experience advantageous
• Containerisation (Docker/Kubernetes) knowledge advantageous
• Operating systems, from bare steel to network services
• Containerisation (Docker/Kubernetes) knowledge
• Use of CD/CI tools (Anisible/Puppet/Terraform) advantageous
• Proven experience in and with a large, ISP-type environment and infrastructure advantageous
• Monitoring and alerting experience with Open-Source technologies like Icinga/Nagios, Nagvis, Logstash, Elasticsearch, Graphite and Kibana Advantageous
• Proven experience in production environments of the below is advantageous:
• SAN storage solutions
• Software package building and release management with software tools such as Puppet, Chef or Salt
• Network/OS clustering
• Own transport and driver’s license beneficial in the rare circumstance where emergency onsite support is required at the data centre

Must understand and demonstrate knowledge of:

• Networking, from Ethernet to IP
• Operating systems, from bare steel to network services
• IP networks, including but not limited to working knowledge of DHCP, DNS, SMTP, FTP, HTTP
• Minimum of 5 years in a system administrative position
• Minimum of 3 years working experience with Unix or derivative
• Minimum of 3 years working experience with troubleshooting hardware and/or software
• Minimum of 3 years programming or scripting experience (advantageous)
• Amazon Web Services and Virtualization technologies such as VMware

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Purpose

• Manages the process to restore normal service operation as quickly as possible to minimize incident impact on business operations. Resolves the root causes of incidents to minimize the adverse impact of incidents, and to ensure standardized methods, documentation and procedures are used for efficient and prompt handling of all changes.

Responsibilities of the Role Incident Management:

•  Ensure maximum possible service availability and performance.
•  Creates and monitors plans to investigate and resolve incidents and problems.
•  Work to ensure that all Major Incident activity contributes to minimising disruption and downtime to systems and services.
•  Work collaboratively with Software Development and Networks & Infrastructure teams to eradicate recurring incidents and prevent major incidents, by facilitating actions to identify problem root causes.
•  Agree suitable remedies and provide oversight to ensure these are implemented, recorded and communicated to relevant stakeholders to help avoid re-occurrence.
•  Maintain information on the resolution of major incidents and ensures this is communicated to all stakeholders.
•  Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
•  Owns the Major Incident Management Process, and ensures escalations are responded to and owned through to resolution.
•  Engage with suppliers to help ensure problems are managed and resolved in a timely manner.
•  Chair Major Post Incident Reviews.
•  Ensure Major Incident Management procedures are strongly adhered to and respond to escalations, ensuring resolution, recovery, documentation, and closure of major incidents.
•  Ensure all necessary updates to the Knowledge Management System are undertaken.
•  Participate in major incident resolution process to facilitate data collection and analysis, leading to a long-term fix for the incident. Identify problems and feed into the Problem Management process.
•  Produce internal and Customer facing RCAs as part of the incident management process.
•  Ensure that all relevant incident information is captured in operational communication ticket (OPSCOM Ticket).

Change Management:

•  Chair change advisory board meetings.
•  Ensure strict adherence to change management policy.
•  Assist Change Management owner where required.
•  Follow up on completed RFCs and chair incident meetings for failed changes.
•  Perform daily CAB reconciliation.
• Distribute CAB agenda for change meetings.
•  Ensure that details of the discussed changes are shared to and approved by senior staff.

Problem Management:

•  Participate in Problem Management where required.
•  Analyse incident trends, identify repeat incidents, and determine where the application of problem-solving efforts will reap the biggest benefits for the organization.
•  Maintain information about Known Errors and Workarounds.

Education and Training:

•  Identify knowledge gaps within the Customer Engagement team and address accordingly.
•  On-the-go training to customer representatives.
•  Formal training assistance of new Enterprise Support Agent personnel.
•  Assist Enterprise Support Agents with enquiries and knowledge sharing where appropriate.
•  Use existing/Create training program to assist with training objectives.

Requirements of the Role

•  Matric Certification
•  IT Diploma or similar tertiary qualification Advantageous
•  Working ITIL v3 knowledge.
•  Have worked in a NOC or similar environment
•  Must understand and demonstrate knowledge of:
•  Networking, from Ethernet to IP
•  Operating systems, from bare steel to network services
•  Exposure to Agile and Scrum, Kanban methodologies in a high paced environment.
•  Excellent communication: Good interpersonal and communication skills.
•  Analysis and logic, systematic and orderly planning, attention to detail.
•  Self-starter who can work with minimum of supervision.
•  Excellent attention to detail with the ability to multi-task in a fast-paced environment
•  Ability to think creatively and take an innovative and flexible approach to problem solving in a fast-changing technology driven company. 

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Purpose

The Customer Support Specialist is responsible for delivering high level engagement between the 24/7 Customer Support Team, Internal Stakeholders and Customers through monitoring of Support SLA, handling escalations and delivering customer insight reporting. The main aim is to contribute towards delivering initiatives to drive a positive customer experience.

Responsibilities of the Role

Specialist responsibility:

• Assign resources and coordinate activities of the Customer Engagement team to respond to customer queries on all channels while maintaining and exceeding customer SLA's.
• Respond to and resolve escalated issues as well as unique or complex requests from customers using advanced knowledge and techniques.
• Ensure desired quality standards are being met and exceeded.
• Engage in internal escalation process for quick resolution and to identify and consolidate any potential risks, that may impact the Customer Experience.
• Organise and Coordinate Customer Support team shift schedule to meet 24/7 operational standards when the Team lead is unavailable.
• Represent the Customer Engagement in Change Advisory Board meetings when necessary.
• Identify process and technical improvements to improve Customer Engagement and suggest solutions for identified service or product shortcomings.
• Create/Maintain monitoring and alerting to identify and quicken issue resolution.
• Agree to suitable remedies for issues and provide oversight to ensure these are implemented, recorded and communicated to relevant stakeholders to avoid issue re-occurrence.
• Engage with suppliers to help ensure issues are managed and resolved in a timely manner.
• Ensure that all relevant incident information is captured in operational communication ticket.
• Assist in the production of internal RCAs and Customer facing Incident Reports.
• Update the Knowledge Management System as required.

Reporting:

• Monitor and provide reports on performance at team and individual level against Quality Metric standards.
• Report any quality concerns or break in processes and make suggestions for process improvements.
• Coordinate and report on incoming customer feedback from various channels including but not limited to Email, ChatDesk and Customer Surveys.
• Ensure Customer Engagement agents accurately categorise cases for Business Intelligence reporting.

Education and Training:

• Assist Enterprise Support Agents with enquiries and knowledge sharing where appropriate.
• Proactive development of Customer Engagement agents through regular review of ticket details, trend analysis reports and technical expertise, to identify re-occurring issues.
• Identify related product training needs and organize training/coaching interventions to meet quality standards.
• Use existing/Create training program to assist with training objectives.

We Are On A Learning Journey- Requirements of the Role

Education

• Matric Certification
• IT Diploma or similar tertiary qualification Advantageous

Work Experience

• 3 years working in a NOC or similar environment.
• 1 years working ITIL v3 knowledge.

Knowledge and Abilities

• Must understand and demonstrate knowledge of:
  • Networking, from Ethernet to IP.
  • Operating systems, from bare steel to network services.
• Exposure to Agile and Scrum, Kanban methodologies.
• Analysis and logic, systematic and orderly planning, attention to detail.
• Self-starter who can work with minimum of supervision.
• Excellent attention to detail with the ability to multi-task in a fast-paced environment.
• Ability to think creatively and take an innovative and flexible approach to problem solving in a fast-changing technology driven company.
• Excellent interpersonal and communication skills.
• Ability to keep team members accountable and have tough conversations when required.
• Demonstrable experience of excel skills and good working knowledge of MS Office products.