New Jobs at FlySafair

Description

• Handle escalated incidents and complex service desk tickets, ensuring timely resolution in line with SLAs;
• Conduct root cause analysis on recurring or critical issues and propose long-term fixes;
• Collaborate with vendors and internal technical teams on problem resolution;
• Support change management processes during system upgrades, deployments, and integrations;
• Act as a mentor for Analysts, providing technical guidance and support;
• Share best practices, assist in training, and support onboarding of new team members;
• Maintain and update knowledge base articles, documentation, and troubleshooting guides;
• Assist the Supervisor in monitoring SLA compliance and system performance;
• Analyse service desk data to identify trends, recurring issues, and improvement opportunities;
• Prepare reports on escalations, ticket volumes, and problem management outcomes;
• Recommend and implement process enhancements to improve system support efficiency;
• Participate in testing and evaluating new tools, methods, and automation opportunities;
• Contribute to proactive measures that prevent incidents and reduce downtime;
• Lead projects, upgrades and rollouts of new systems, projects and airports;
• Assist with testing activities and documentation for compliance;
• Procure hardware and peripherals for equipment required;
• Provide clear communication and updates to internal users regarding escalated issues;
• Liaise with vendors on technical escalations and feedback;
• Act as secondary support to the Supervisor during high-impact incidents or audits.

Requirements

• Grade 12 or Equivalent (Essential);
• Diploma in IT, Computer Science, or related field (Advantageous);
• 3 years’ IT/System Support experience (Essential); 
• Demonstrated experience handling escalated or complex technical issues (Essential); 
• Exposure to SLA monitoring, reporting tools, and ITIL practices (Essential);
• Experience mentoring or coaching junior staff (Advantageous);
• Willing to work overtime and standby where required;
• Sound understanding of service desk management practices and SLA management.

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Description

• Manage day-to-day delivery of a specific digital product stream.
• Manage the groomed backlog and sprint cycles of the individual digital products.
• Own and refine the product backlog, ensuring designs and user stories are well-defined and prioritised.
• Support sprint execution by clarifying requirements, through designs and user stories for the development team.
• Provide creativity and out of the box thinking to solutions.
• Translate the Product Manager’s vision and roadmap into actionable backlog items.
• Align features and releases with roadmap milestones.
• The list of tasks or duties and responsibilities herein is not exhaustive, and the employer is entitled to instruct the employee at any time to carry out additional duties or responsibilities, which fall reasonably within the ambit of the role profile, or in accordance with operational requirements.
• Provide input into strategy by surfacing insights from team execution.
• Collaborate with UX/UI teams to ensure customer journeys of the features are well supported and defined.
• Validate product increments with users to ensure value delivery.
• Track feature performance metrics and use data driven insights to enhance features.
• Track sprint-level KPIs such as velocity, story completion, and defect rates.
• Provide feedback loops from delivery into strategic planning for Product Manager.
• Ensure team output ties back to product roadmap.
• Conduct retrospectives post sprint with individual delivery teams.
• Document user stories, acceptance criteria and workflows to build an accessible knowledge base.
• Ensure backlog items are visible, transparent, and updated.
• Create guides and training materials for cross-functional teams.
• Ensure comprehensive documentation for each phase of feature development.
• Build a knowledge base accessible across teams.
• Facilitate Agile ceremonies (refinement, sprint planning, reviews, retrospectives).
• Coordinate release planning and communicate project status, timelines, and any changes.
• Identify blockers and work with the team to resolve them.
• Streamline development processes to improve operational efficiency and reduce time-to-market.
• Fulfil a cross-functional role by engaging and facilitating effective communication flow between different business units.
• Ensure alignment of sprint goals with business priorities.
• Provide transparency on progress, risks, and changes.
• Develop instructional materials and support resources.
• Facilitate continuous learning to keep teams updated on product developments and best practices.
• Support training, adoption and smooth handover of new releases to business teams.

Requirements

• Grade 12 or Equivalent (Essential);
• Bachelor’s degree in Computer Science (BSc), Business Administration, or a related field (Essential);
• Scrum Certifications (Advantageous);
• 4 years+ experience as Business Analyst or Product Owner (Essential);
• Software projects and Digital solutions experience (Essential);
• Knowledge of Agile methodologies;
• Backlog management and user story mapping;
• Tactical and detailed product lifecycle execution through sprint planning;
• UX principles and acceptance criteria definition;
• Practical knowledge of tools.