BCX takes care of your technology needs so that you can take care of your business. The services and solutions we create get your business ready for the future. We have the insight, expertise and experience to handle digital requirements for the steepest skyscrapers and the smallest start-ups. We cater for a wide range of business transformation requirements...
Core Description
- To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment’s etc.
- Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction.
Key Deliverables / Primary Functions
- Implement preventative and proactive maintenance, including implementing, deploying, and maintaining monitoring sets for all clients (Node Device, CPU, DiskSpace, Memory).
- Facilitate the resolution of 3rd party Incidents by liaising with external resources (3rd Party Management).
- Perform root cause analysis and troubleshooting across systems to resolve incidents.
- Engage and liaise with all personnel, including VIP personnel.
- Follow the escalation matrix and keep the customer informed.
- Take ownership of Incidents and Service Requests, providing continuous feedback until resolution.
- Assist with 1st and 2nd level EUM support by troubleshooting and supporting applications and devices.
Core Functional Skills & Capabilities
- Hardware/Software Installation and management
- Customer Service
- Hardware Troubleshooting
- Problem solving
Core Behavioural Competencies
- Job Match
- Coping with pressures & setbacks
- Delivering Results & Meeting customer expectations
- Working with people
- Presenting and Communicating information
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
- NQF 4: Grade 12 National Diploma in Information Technology
Experience
- 1 years’ experience in IT end user support with an understanding of SLA call management on different service desks.
Certifications
- A+
- N+
- Certification in ITIL Service Management and Service Delivery modules
- ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)
- HP, Dell, Lenovo, Mustek products will be advantageous
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
- Engagement will all levels within the organisation, internal and external to the business
Special Requirements / Employment Condition
- Drivers Licence and Reliable Vehicle - both required
- Willing to travel
- Working Shifts
- Willingness to be on standby
Workplace / Physical Requirements
- Hybrid Remote Worker
- Billable
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Core Description
- The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring service performance, handling service requests, and coordinating with various teams to ensure timely resolution of issues.
- Ensure healthy client relationships, acting as the bridge between the client and our operational delivery teams. Ensure the highest level of operational and service excellence. Offer remote service management support to customers and the virtual team.
Key Deliverables / Primary Functions
- Monitor the performance and availability of services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Utilize performance-based dashboards to track service health and identify potential issues. Ensure that customer orders (non-complex IMACDs and solutions) are timeously fulfilled.
- Serve as a central point of contact for service-related inquiries, incidents, and requests. Categorize and prioritize with the appropriate teams for resolution. Provide timely updates to stakeholders on the status of tickets, provide reporting on service level compliancy.
- Facilitate the resolution of service disruptions and incidents by following established incident management processes. Coordinate with technical teams to diagnose and address underlying issues, ensuring minimal impact on service delivery. Once a call is escalated by the customer, the SM need to track this until resolved with the service providers of which Openserve is by far the biggest.
- Assist in the management of changes to services and systems by evaluating proposed changes, assessing potential impacts, and coordinating implementation activities. Ensure changes are properly documented and communicated to relevant stakeholders.
- Identify opportunities for service improvement based on analysis of service performance data, customer feedback, and industry best practices. Collaborate with teams to implement process enhancements and service optimizations.
- Maintain accurate documentation of service configurations, procedures, and processes. Generate reports on service performance, incident trends, and key metrics to support decision-making and continuous improvement efforts.
- Communicate effectively with internal teams, external vendors, and customers to provide updates on service status, incident resolution, and upcoming changes. Act as a liaison between all stakeholders.
Core Functional Skills & Capabilities
- Time management
- Microsoft Office
- Interpersonal skills
- Contract Management
- Communication
Core Behavioural Competencies
- Coping with pressures & setbacks
- Delivering Results & Meeting customer expectations
- Presenting and Communicating information
- Achieving personal work goals & objectives
- Planning & Organising
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Engineering or Commerce
- OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
- 3 Years experience in a similar role within Service Delivery Management.
- Or
- With 5 Years experience in a similar role within Service Delivery Management.
Certifications
- ITIL 3 or 4 will be advantageous
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
- Engagement will all levels within the organisation, internal and external to the business.
Special Requirements / Employment Condition
- Required to be available 24/7
Workplace / Physical Requirements
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Core Description
- Responsible for the management and execution of IMACDs (Installation, Move, Add, Change, and Disposal) within Converged Communications. Support the Technical Architects (TA) in daily operations, by assisting with documentation, basic quoting and support system interaction.
Key Deliverables / Primary Functions
- Understand the business rules of the various products, services and underlying technologies
- Understand the relevant processes and the pre-sales elements, from customer initiation to billing finalisation
- Interface with various internal business units and understand the impact of the work done by these business units within the scope of the required
- Access the relevant change request platform and retrieve the Action Item (AI)/ Service Request (SR)/ Change Request (CR), or alternatively create an AI/SR/CR on the relevant system from a customer-initiated request
- Access internal applications/systems to do quoting or validate addresses and attach documentation
Core Functional Skills & Capabilities
- Attention to detail
- Analytical and Problem Solving
Core Behavioural Competencies
- Deciding & Initiating Action
- Adhering to principles and values
- Analysing
- Delivering Results & Meeting customer expectations
- Following instructions & procedures
- Applying expertise & Technology
- Job Match
- Culture Match
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Engineering
- OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
- 3 years of IT experience within Telecommunications industry
- Or
- If the highest qualification is grade 12, 5 Years IT experience within Telecommunications industry
Certifications
- A+
- N+
- CCNA
- Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Span of Control
Level of Engagement
- This position engages at the same level during normal operations with internal peers, suppliers, and customers. In a time of escalations, the engagement with internal, client and supplier typically up to two levels up.
Special Requirements / Employment Condition
Workplace / Physical Requirements
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Core Description
- Spearhead strategies that direct business units to effectively manage enterprise risks and develop and maintain an effective Business Continuity Management (BCM) governance framework consistent with regulatory/ industry requirements.
Key Deliverables / Primary Functions
- Formulate & implement a strategic architecture that mitigates current and future market risk and compliance factors.
- Oversee and manage the implementation of all aspects of the risk function, including implementation of processes, tools and systems to identify, assess, measure, manage, monitor and report on material individual, aggregate and emerging external and internal risks.
- Ongoing monitoring of risk-taking activities and risk exposures to ensure it is aligned with Board approved risk appetite, risk limits and corresponding capital/liquidity needs.
- Establish an early warning or trigger system for breaches of the BCX Group risk appetite/limits.
- Serve as the subject matter expert for business continuity management.
- Stay abreast of general business and economic developments and evaluate the impact of those on the company's business continuity plans (BCP).
- Manage the annual BCP test plan. Follow up on outdated BCPs and anomalies noted in plans.
- Develop relevant standards and ensure all BCP’s are documented and meet those standards.
- Promote a high level of awareness regarding BCP as well as ensuring readiness of people during an event or disaster.
- Establish appropriate governance structures to report on status of BCP; emergency preparedness and process improvements regarding tracking of key metrics for BCP.
- End to end management of Occupational Health and Safety governance, training and awareness, appointments, and certifications
Core Functional Skills & Capabilities
- Strategic Planning
- Impactful Communication
- Business Acumen
- Risk Management
- Architecting Integration Solutions
Core Behavioural Competencies
- Job Match
- Formulating Strategies & Concepts
- Leading and supervising
- Writing and Reporting
- Persuading and Influencing
- Entrepreneurial & Commercial thinking
Minimum Qualifications
- Minimum four-year (4) degree (NQF 7) in Finance/ Risk Management or related field.
Additional Education -Preferred /Advantage
- An MBA or other Leadership Development Programme would be an added advantage.
Experience
- Minimum of seven (7) years’ working experience in a risk management and business continuity environment of which at least two (2) are in leading a team.
- Experience in the ICT industry would be advantageous.
Certifications
- Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Span of Control
Level of Engagement
- Engagement will all levels within the organisation, internal and external to the business.
Special Requirements / Employment Condition
- Valid Drivers license
- Ability to work extended /long hours as and when required
Workplace / Physical Requirements
- Hybrid Remote Worker
- Non-Billable
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Employee must have:
- Valid drivers License
- Own transport
- Willing to do standby
Qualifications:
- Preferred valid Cisco qualifications CCNA/CCNP or Preferred valid Huawei qualifications HCIA Business unit, Department, Reporting Business Unit
- Converged Communications Department
- Networks Solutions: Tier 3 Support
Reports To
- Manager: Service Operations (Financial)
- Manager: Workflow and SIM Offic
- Manager Network Service Operations
- Job Grade S6
Core Description
- Responsible for ensuring that quality standards are met through evaluating, designing, and preparing detailed specifications for larger complex networks and communication systems that are in alignment with BCX’s standards, as well as supervising direct reports.
Key Deliverables / Primary Functions
- Manage change, constantly reviewing design and responding to optimisation changes
- Monitor and control the network to ensure its day-to-day stability
- Manage problems and assist with support functions
- Contribute to the research and assessment of new technologies as well as customer needs
- Monitor service levels and contribute to the development of standards and specifications
- Test systems and keep records of technical details on network design, implementation plans and capital projects
- Support users and support staff
- Attend to IMACD's (Installation, Modification, Addition, Change, Delete)
- Provide network administration and support
- Integrate systems
Core Functional Skills & Capabilities
- Customer Service
- ICT Knowledge
- Process Orientation
- Result Orientation
- Infrastructure Development& Support
Core Behavioural Competencies
- Adhering to principles and values
- Culture Match
- Applying expertise & Technology
- Coping with pressures & setbacks
- Delivering Results & Meeting customer expectations
- Following instructions & procedures
- Working with people
- Job Match
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma
- OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
- 3 years’ experience
- OR
- Grade 12 & 5 years’ experience
Certifications
- CCIE (Cisco Certified Internetworking Expert)
- ITIL
- Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
- Drivers Licence and Reliable Vehicle - both required
Workplace / Physical Requirements
- Full-time Client Based Position
- Billable
Method of Application
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