Open Positions at Nexio

ROLE REQUIREMENT

• Health and safety system implementation.
• Positive impact in facilitating on project and workplace compliance
• Minimum leadership requirements

Assume responsibility for the following:

• Responsible for compiling health and safety files in accordance with client specifications
• Travel to client sites for health and safety audits.
• Maintain project health and safety files and update whenever required
• Maintain our clients Gate 1 and 2 files
• Ensure workplace appointments are done
• Consolidate and report workplace inspections
• Assist in ISO Management System implementation and maintenance
• Conduct health and safety trainings
• Conduct induction
• Maintain the departmental training Matrix
• Record and follow up on audit and inspection findings.
• Assist with Facility Management duties

TECHNICAL / PROFESSIONAL COMPETENCIES

• SACPCMP CHSO Registered

QUALIFICATIONS & EXPERIENCE

• Diploma in Occupational Health and Safety (preferable NEBOSH IDIP)
• ISO 45001, 14001 and 9001 Implementation
• SETA Registered Facilitator/Assessor
• Incident Investigator
• Risk Assessor
• Fall Protection Plan Developer
• Experience in compiling health and safety files (Gate 1 and Gate 2 files)
• Experience in navigating health and safety online platforms (Safety360)
• Facility Management

go to method of application »

ROLE REQUIREMENTS

• Junior level within a major Function for a business unit.
• No direct impact on business performance
• Junior role no leadership skills

Assume responsibility for the following:

• Involvement in the support and implementation of OS within the enterprise (Production, Test, QA, Development)
• Logging calls to 2nd-line support using Remedy and closing calls where applicable
• Security: patch management and vulnerability management, review, monitor & remediate system in compliance with EIT security standards
• Backup and Recovery (Dell Networker)
• Monitor / resolve 1st line service requests &
• Daily system
• Liaise with various departments within the customer including Networks, Cabling, Storage, Database, Security, Facilities, Backup and Recovery, IS, Test and Dev as well as Change and Release Management for day-to-day system administration, effectively and in accordance with customer guidelines, standards and policies.

QUALIFICATIONS & EXPERIENCE

• Grade 12 with Maths & Science (Preferred)
• Tertiary Education in the ICT industry (Preferred)
• ITIL Foundation certified (Preferred)
• RHCSA or similar qualification in Unix/Linux environment(Preferred)
• Exposure AWS Cloud (Advantageous)
• Candidate should have a minimum of 2 years of experience in ICT, with at least 1 years in System administration (Essential)
• Experience in administering enterprise-scale
• Candidate should have basic experience in hardware, system software, storage and networking.
• Basic shell scripting experience (Advantageous)
• Backup and recovery experience
• Good understanding of Security & Compliance

go to method of application »

ROLE PURPOSE

• The Service Manager is accountable to the Manager: Service Management and performs the day-to-day operational and managerial tasks demanded by the process activities.

In general, the Service Manager has:

• Visibility at a management level within Vodacom Business and in the Customer environment
• Awareness of the Customer’s business priorities, objectives and business drivers
• Awareness of the role Vodacom Business plays in enabling the Customers business objectives to be met
• Customer service skills
• Awareness of what Vodacom Business can deliver to the customer, including the latest products and capabilities
• The ability to use, understand and interpret Vodacom Business processes, policies and procedures and to ensure adherence
• Good influencing skills and is a good negotiator, as he or she often does not have authority over staff working with his or her processes
• The competence, knowledge and information necessary to perform the role
• Must be an effective communicator
• Keep aware of changing business needs.
• Ensure that the current and future service requirements of customers are identified, understood, and raised with the Account Management team.
• Technical involvement in allocated customers’ issues and providing recommendations in conjunction with Technical Service Teams.
• Ensure that improvement initiatives identified in service reviews are documented as a SIP (Service Improvement Plans) and acted upon and progress reports are provided to customers on a weekly basis.
• Accommodate any existing Service Improvement Plans / Programs within the Service Management process.
• Solutions Implementation with a focus on major and recurring incidents and work closely with resources from different Business Units to determine root cause when a deeper unknown cause is suspected and requires investigation. Involving System Architects, Transmission Networks, Account Managers, Engineers & Specialists. Process re-engineering and work-flow improvement.
• POCs (Proof of Concepts) used to provide clients with tangible corroboration of proposed Changes.
• Coordination of projects to remedy and improve existing services to customers networks.
• Monthly, Quarterly and Annual reviews. This includes a detailed review of all services, SLA (Service Level Agreement) Reporting, billing issues and any relevant strategic issues.
• Ensuring that ITIL best practice is followed.
• Triggering any Service Improvement Initiatives.
• Functions as a point of escalation for Service Management Analysts.
• Escalation of SLA (Service Level Agreement) breaches to Manager Service Management.
• Reporting on all changes, specified per service, process, department and any other Key Performance Indicators that is agreed with the Customer.
• Recommending service improvements and initiates Service Improvement Programs.
• Expedite any major incidents logged by their customers to ensure that service is restored as quickly as possible.
• End-to-end responsibility for ensuring that all Service Level Agreements (SLA) and Operational Level Agreements (OLA) with the customer are met and levels of Service optimized.
• Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent theirVisibility on a customer senior management level.
• Analyse and review Service Performance against the SLAs.
• Organise and maintain the regular Service Level review process with the Customer which covers:
• Review outstanding actions from previous reviews
• Review current performance
• Review Service Levels and Targets (where necessary)
• Agree appropriate actions to maintain / improve Service Levels
• Initiate any actions required to maintain or improve Service Levels and initiate Service Improvement Plans (SIPs) as required by the defined process
• Act as coordination point for any temporary changes to Service Levels required (i.e.: extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider, etc.)
• Attend Change Advisory Board meetings when appropriate.
• Identify improvement opportunities to make Service Management more effective and efficient.
• Ensure that the Service Level Management Key Performance Indicators are met for the assigned Customers.
• Ensure that the Service Management process operates effectively and efficiently
• Ensure that reports on Service Performance and Achievement to the Customer and Vodacom Business are produced, checked, and presented regularly and at an appropriate level.Monitor and manage the perception and expectation of the customers.

QUALIFICATIONS & EXPERIENCE

• The Service Level Manager should possess an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate for his or her specific process.
• A minimum of 3 to 5 years’ experience in an IT or Telecommunications environment is required.
• Proficiency in Microsoft Word, Excel and PowerPoint 
• Matric/Equivalent

go to method of application »

ROLE REQUIREMENT

• Generate and compile monthly performance reports according to Clients' standards and templates on a weekly, monthly and quarterly basis
• Perform detailed investigations for SLA breaches, leveraging the systems available
• Ensure that service reports are produced for each customer service by the 7th of each month (or as agreed to with the Customer) and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence by recommending Service Improvement Initiatives (SIPS)
• Escalate Service Agreement breaches within this section to the Manager
• Coordinate service development with other departments when needed
• Engage with other departments to keep an up-to-date view on their objectives and activities
• Identify improvement opportunities to processes and systems within the department
• Help the Service Manager build the business case for an enhancement request and SIPs
• Follow and understand the Service Management process, procedures and work instructions
• Obtain the technical and organizational knowledge required to perform the activities
• Keep informed proactively of current and past Incidents, Problems and Known Errors related to SLAs
• Generate and Compile monthly review reports for the SM Managers
• Compile adhoc reports based on Major Outages or Escalations that occur
• Generate and compile ad hoc reports for the Business Support Manager
• Seek communication with peer Service Management Business Analysts
• Be informed of the objectives and activities of the various support groups
• Use the process, procedures and work instructions as designed
• Ensure that service performance reviews are scheduled and carried out with customers on a monthly and quarterly basis and are documented with agreed actions progressed
• Analyse the assigned customers portfolio and make recommendations to the Service Manager based on information across various systems within Vodacom Business
• Ensure all customer reports and documentation are stored on SharePoint in the Customer folder
• Execute and Monitor processes that fall within their scope role
• Assist with Failover Testing
• Assist with responding to RFPs
• Track and analyse revenue trends to better understand the business's performance
• Develop Executive Dashboards based on customer revenue
• Generate and compile monthly review reports for the SM Managers
• Generate and compile ad hoc revenue reports
• Conduct detailed monthly analyses of client sites and incidents, correlating these findings with the revenue contributions from these clients
• Present insights from the Service Management department to Executives within Vodacom
• Ensure all customer reports and documentation are stored on SharePoint in the Customer folder.
• Calculate and process SLA credit requests and penalties for clients where SLAs have not been met

QUALIFICATIONS & EXPERIENCE

• At least 2 years’ experience in collecting and analysing complex data and generating presentable reports 
• Understands how his or her specific role fits in with the overall Service and Service Lifecycle.
• Must be an effective communicator 
• Is a respected member of a department who can combine daily departmental activities with the coordination role 
• Knows how to ‘get things done’ with professionalism 
• Has knowledge of a complex ISP and IT Infrastructure within his or her department to understand and analyze the data produced by the different monitoring systems. 
• ITIL Foundation Certificate 
• Proficiency in Microsoft Word, Excel and PowerPoint 
• Experience with Qliksense (advantageous / desirable)

go to method of application »

Role purpose:

• Perform assurance on the transmission network and standby duties.
• Assisting to resolve P1 to P4 failures by engaging with high level support and ATNE to correct these failures as they appear within specified timelines in core, edge & access domain Engage with support teams to correct hardware failures and alarms in the transport domain to ensure and improve network quality
• Provide transmission assurance support to & from Field Force Outsource for Edge and Access infrastructure
• Conduct Special investigations on high-impact network performance on cases reported internally.
• Handle escalations from Vodacom business Platinum customers, its partners and VB special projects.
• Escalate and follow up issues with NOC and relevant backend teams.
• Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix.
• Ensure that all faults are fixed within the relevant SLA.
• Lead junior engineers on high escalated faults and drive to resolution in conjunction with other departments.
• To use reports from OSS platforms to identify issues and failures that need corrective action.
• Provide transmission assurance support to Operations, NMG & EBU Edge and Access infrastructure
• To take ownership for TX Network Performance and to restoral P1 to P4 failures by correcting alarms
• Liaise with vendors and fibre providers for resolution of the network faults within the agreed timelines
• Perform scheduled preventive maintenance for proactive support for global customers.

QUALIFICATIONS & EXPERIENCE

• Matric (Essential)
• Minimum 3-year Degree/Diploma or in Engineering
• 3 - 5 years’ work experience in telecoms industry specific to Transmission Assurance (Maintenance) and Transmission Systems
• Expert knowledge & experience in the Microwave, Fiber, Router, Synchronisation and Switches technologies specific to Nokia, Huawei Infinera/Tellabs/Coriant, Nera, SIAE, Hughes, Radwin, 
• Symmetric, Nokia and application thereof
• TDM, ATM, PDH, SDH, C/W/DWDM, IP/MPLS, MEF, TX architecture, IP & TX Protocols knowledge and application
• IP experience in Layer 1 to 4 of OSI stack and Standards in IEEE, ITU, MEF, Optical, radio frequency
• Analytical thinker & solution oriented