Vacant Tech Job Positions at at Nexio

Job Description

The Assurance Engineer will have to provide high-level, high-quality assurance role to Vodacom Business cooperate clients, in the Customer Services Operations Centre (CSOC). 

ROLE REQUIREMENT 

• 2nd Line support
• Troubleshoot and resolve client queries that are escalated
• Troubleshoot MPLS, BGP and Inter-VRF routing
• General routing issues
• Troubleshoot and configuring QOS
• Troubleshooting and configuring BGP
• Troubleshooting and configuring EIGRP
• Troubleshoot hosting / switching environment
• Troubleshoot any peering issues with ISP’s
• Troubleshoot and configuration of IPSec links on Cisco ASA
• Fail-over or any after-hour changes
• Provide knowledge sharing and support for 1st and 2nd line engineers
• APN troubleshooting
• Arrange failover testing and documentation
• Manage escalations and direct MTTR breaches
• Manage problem tickets and reoccurring backbone faults

KEY COMPETENCIES 

PROFESSIONAL COMPETENCIES

• User support and customer service  
• Technical troubleshooting
• Configuration policies and procedures  
• Identify and report trends and challenges
• VIP process management
• Escalation protocols

PROFESSIONAL COMPETENCIES

• System health checks
• Adapt to environmental changes related to support environment (systems, software, and procedures)
• Ticket lifecycle ownership
• Adherence to ticket update protocols
• Perform post resolution follow ups to help resolve queries.  

QUALIFICATIONS & EXPERIENCE 

• A valid CCNA Cisco certification 
• 3 - 6 years relevant experience with MPLS Networks
• Knowledge of ISP Technologies
• Knowledge Security, VoIP or Hosting technology as a secondary skill - L2
• Understanding of IP/GSM/Telecommunications/ICT Industry standards and methods - L1

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KEY ACTIVITIES

• To perform gap analysis and create Business requirement documentation based on the results of the analysis. 
• Facilitate JAD and information gathering sessions. Create business presentations for Enterprise Technology Service Management processes. 
• Design new programs by analysing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications. 
• Create user requirements, and articulate user stories.   
• Define software configuration specifications.  
• Improves systems by studying current practices, designing modifications. 
• Recommends controls by identifying problems, writing improved procedures. 
• Provide subject matter expertise to the Vodacom Bid Office and functional users as part of the Request for Proposal processes. 
• Develop, maintain and continually progress in knowledge of Service Management applications, including but not limited to: 
  • Infovista, 
  • ServiceNow, 
  • Rae, 
  • Google 
  • SharePoint 
  • MSPI
• Create training, support and process documents. 
• Independently manage small-to-medium internal department projects 
• Monitors adherence to Vodacom Business methodology and governance across all business analysis assignments 
• Provide technical coaching to Service analysts to shape deliverables and to develop the business analysis competency. 
• Any other duties as assigned 

KEY COMPETENCIES 

• Ensures tasks are prioritised appropriately. 
• Ensures that high prioritised tasks are completed timeously. 
• Provides leadership to deploy/adopt new technologies. 
• Proposes and executes solutions to problems encountered. 
• Uses initiative to find ways of adding value to Nexio without waiting for instructions from management. 
• Uses past experience and initiative to implement improvement strategies to service tower. 
• Assists in developing checklists to monitor health and remediate issues experienced by systems and tools used by team. 
• Assists in developing standard operating procedures for the operational tasks of the team.  

PROFESSIONAL COMPETENCIES

• Analyses Incidents, events and Cases and is able to triage and prioritize them for effective remediation. 
• Timeous resolution of Incidents and Cases 
• Analyses cases for effective, efficient interaction with customers and operational teams. 
• Makes high quality updates in ServiceNow Incidents and Cases. 
• Produce, maintain and contribute to SOPs for functions performed. 
• Develop and contribute to effective dashboards and action intelligence reporting for Nexio and customers.

QUALIFICATIONS & EXPERIENCE 

• At least 2 years’ experience as a Business Analyst in a complex services environment
• 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 analyse the data produced by the different monitoring systems.
• ITIL Foundation Certificate
• Proficiency in Microsoft Word, Excel and PowerPoint

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Job Description

The Service Delivery Manager (SDM) is responsible for service delivery management, contract management, and commercialization of Nexio customer contracts and service level agreements (SLA). Key elements of the role are to take accountability for managing customer experience, mitigating commercial and financial risk for Nexio and overseeing delivery into the client. The SDM must ensure that service levels are appropriately managed, and that regular reporting is provided to the client. The SDM must also oversee the output of internal operational teams to ensure that Nexio services are delivered in a well co-ordinated, professional manner that exceeds client expectations and enhances the client experience.   

ROLE REQUIREMENT 

• To serve as the single service interface into Nexio and the client.
• To be the first point of escalation for the client on matters relating to service delivery;
• To identify, analyse and mitigate contractual risk and concerns for Nexio and consult the GM: Services on such, where appropriate;
• To oversee all service delivery matter in line with contractual obligations;
• Understand and be accountable for the contract life cycle by:
• Implementing and maintaining the commercial model for the contract in manner that maximises Nexio’s financial returns whilst reducing commercial risk;
• Provide input into, and take ownership of, the overall contract with the client from negotiations through to termination/ renewal; and
• Manage the contract throughout its lifecycle in a matter that mitigates contractual risk and exposure for Nexio;
• Co-ordinate all billing and invoicing in line with the contractual terms;
• Develop and maintain functional relationships between all Nexio delivery units and external business partners; and
• Manage audit readiness relative to contract scope and requirements;
• Participate in audit compliance reviews and take remedial action appropriately;
• Third Party Management:
• Ensure that appropriate contracts are in place with all 3rd parties to protect Nexio’s financial, reputation and other interests;
• Implement and take ownership of Operational Level Agreements (OLA’s)/ SLA’s and Underpinning Contract (UC) management, tracking, measurement and reporting
• Ensure the services delivered aligns to the contracted scope of services;
• Manage quality of service delivered into the client;
• Take ownership of the Service Level Agreement (SLA) of the contract by:
• Taking the lead in negotiating feasible and achievable service level metrics for Nexio;
• Tracking operational delivery and managing it in a manner that ensures achievement of the SLA;
• Preparing and presenting regular (minimum monthly) service level reporting into the client in line with the client’s expectations and contractual obligations; 
• Strive to exceed SLAs if there are no additional cost implications;
• Analyse SLA compliance and identify areas of continuous service improvement;
• Third Parties:
• Oversee the management of any 3rd parties in line with the respective contracts, SLA’s and OLA’s;
• Compile, validate, present of weekly operational service reviews;
• Compile, validate, present of monthly SLA reports for client reviews; and
• Compile, validate, present monthly SLA reports for interna
• Compile, validate, present monthly SLA reports for internal management reviews.
• acilitate problem resolution and presentation of documented Root Cause Analysis of all failed tickets within 48 hours of failure;
• Guide and manage the troubleshooting and resolution of technical issues;
• Proactively manage the service into the client environment;
• Take ownership of management of capacity and availability of spares, hot swop equipment and other resources into the clients’ environment;
• Develop, document and maintain service-specific standard operating procedures ensuring that client specific processes are in place and formalised;
• Manage changes into the client environment in line with best practice Change Management processes;
• Manage escalation process – internally and externally;
• Management of ITIL process and procedures relating to client environment;
• Service Improvement Plans (SIP) and Continuous Service Improvement (CSI):
• Own the development of SIPs and CSI plans;
• Manage implementation of SIPs and CSI plans;
• Measure the effectiveness of CSI plans and SIPs;
• Identify, manage and implement improvement of service delivery procedures;
• Participate in, and oversee where applicable, any projects into the client’s environment
• Conduct regular audits of adherence to service delivery processes and procedures and contractual obligations.
• Assistance in sourcing for recruitment and contracting of Service Management Staff Employee development, and training
• Employee relations (Customer, 3rd Party Suppliers, Internal Opco’s, Sale Segments)
• Performance management of contracting staff against agreed KPI’s
• Employment and compliance to Service Management methodologies, processes and agreed business rules
• Work with operational teams (and 3rd parties and client where applicable) to successfully define jobs, select the right people into the right positions and on-boarding them into the service delivery structure for the client;
• Effectively clarifying performance expectations, demonstrate commitment to employee development and execute against the applicable requirements for coaching;
• Communicate regularly and effectively, provide daily guidance and demonstrate commitment against the Nexio values thereby gaining employee commitment; and
• Motivate and retain key talent within the organisation through fair, accurate and informative feedback and management of employees.
• Provide Executive Management with service performance reports and / or other reports applicable to the business / customer / direct reports
• Audit & verify all Service Manager Allocation requests against agreed principles (Revenue, Strategic, Geographic, Segment etc.)
• Provide Executive Overview of all customers under Service Delivery Manager umbrella in terms customer satisfaction
• To plan Service Management resource capacity, assign and manage resources
• To ensure effective engagement, contribution & ownership to all RFP’s / RFI’s within the business
• Engage Monthly with Internal Stakeholders to address any challenges within the business affecting Service Management & Resolver Department
• Managing escalations to Executives effectively & professionally whilst supporting direct reports with customer engagements
• Drive quality improvements in the Service & Resolver Department while ensuring business requirements are being met
• To supervise all customer service managed accounts across set KPI’s
• To ensure availability and continuous revision of processes and methodology
• To communicate initiatives, performance and other essential information across the Company and the Customer Company related to Service Management
• To plan and monitor execution of programs and projects and to ensure the successful execution within agreed quality standards
• To professionally deal with customer, employee and executive management escalations
• Mentorship
• Understand the client’s business and the role of the services provided by Nexio to their business outcomes, strategy and aspirations;
• Ensure a clear understanding of the client’s strategy and roadmap with a view to identifying on-sell opportunities into the client;
• Ensure that the Nexio services drive the client’s desired outcomes, where applicable to Nexio’s scope, to constantly add and demonstrate value; and
• Project manage minor initiatives where necessary.

KEY COMPETENCIES  

• A strong grasp of best practice operations management;
• Strong technical capabilities;
• Excellent leadership and relationship management skills;
• Strategic thinker;
• Contract Management experience and skills;
• Commercial mind-set;
• Process driven;
• Excellent Service Level Management skills; and
• Excellent communication, problem management and conflict resolution skills;
• Ability to meet deadlines – and work under pressure.
• Attention to detail and a passion for quality.
• Analytical approach to service and cost management;
• Good communication skills required – written, presentation & verbal;

PROFESSIONAL COMPETENCIES 

• Proven ability to drive collaboration and lead multi-disciplinary technical teams;
• Significant experience in delivery of projects, services and solutions;
• Previous budgeting and procurement experience are essential;
• Previous experience in the effective management of vendor relationships and contract management
• Understanding of service delivery models and the commercialization thereof.

QUALIFICATIONS & EXPERIENCE 

• Minimum of an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate
• A minimum of 3 to 5 years’ experience in an IT or Telecommunications environment is required.
• 3 years’ experience in managing a team of at least 10 individuals
• Relevant IT Degree would be an advantage

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Overview

A RAN Configuration Analyst is responsible for implementing NMG (Network Management Group) changes that are related to hardware, software and systems within the Radio Access Network. Such change requests (CR’s) are assigned via Change Management coordinator, and work will also be allocated by the Operations Manager or Business Unit Manager occasionally.

A Configuration Analyst is responsible for the following work: 

Role and Responsibilities:

• GSM/UMTS/LTE site creation for NMG regions as per Job Order.
• Assist other support teams with tasks and incidents within the NMG space for regions allocated by Vodacom Manager
• Modify parameters as requested by the planners of regions effectively
• Migrate site from TDM to IP as per requirement
• Announce sites that were created and locked
• Add new sectors/cells via sectorisation
• Review alarms and implement the fix to remove
• Add/delete frequencies on the application software
• Import and export files to and from the BSC/NE

Key performance indicators:

Technical deliverables:

• Deliver configuration as per allocated Work Orders = 100%
• 60 or more CR’s handled per month = 100%
• Less than 60 CR’s = percentage of target (i.e. less than 100%)

Qualifications & Education Requirements

• Matric/Grade 12 - Required
• IT Certification or Diploma and Advanced Certificate to NQF Level 6 – Required
• Certification in Telecoms - Advantageous

Experience Required

• Scripting experience - Required
• Experience with software applications on mobile platforms and the web – Required
• Thorough understanding of Excel - Required
• At least 1-year work experience in RAN Config environment – Advantageous
• Experience in Nokia and/or Huawei technologies - Advantageous

Knowledge and Skills Required (additional to qualifications and experience)

• Ability to think and interact logically
• A natural curiosity
• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good judgment skills
• Good communication skills
• Behavioral traits such as attitude, motivation and time management

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ROLE PURPOSE 

Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa’s transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey 

Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career. 

 At Nexio, we have identified five major reasons why our people want to work for us: 

• They get rewarded for their efforts 
• They have opportunity to work with high energy team  
• They form part of the Vodacom/Vodafone Group  
• There are opportunities to grow their careers 
• They build trust and Lead with a competitive culture 

To provide high-level, high-quality assurance role to our corporate clients, in the Managed Services Operations Centre (MSOC). 

A service Desk Engineer is responsible for remote support and ensuring the request is resolved within the agreed SLA as well as ensuring customer satisfaction. A Service Desk Engineer should also be highly skilled and equipped in resolving all escalated queries.

ROLE REQUIREMENT 

• To provide a high-level, high-quality service assurance role to our corporate clients, in the Customer Services Operations Centre   
• Understanding of IP/GSM/Telecommunications/ICT Industry 
• MPLS 
• SDWAN  
• Support all technical aspects of a Converged Network infrastructure, MPLS, SDWAN 
• Reporting of all incidents to relevant parties 
• Liaising with Client on all technical related events and fault resolutions 
• Fault Management update on ITSM 
• Client update and follow up until incident closure: Complete understanding of relevant service management ITIL practices. 
• Cross collaboration with all levels within the Organization 
• Responsible for Incident resolution 
• Service request management 
• Fault diagnosis / Troubleshooting 
• Monitoring 
• Vendor management 
• Provide Service desk 1st line support to clients

COMPETENCIES

• Focus on first call resolution  
• Perform daily health checks in the environment to assure all systems are fully functional.   
• Identify and learn appropriate software used and supported by the organisation.   
• Take ownership and responsibility of an issue from start through to a successfully resolution.   
• Regularly update and attend to all customer queries.  
• Perform post resolution follow ups to help resolve queries. 

QUALIFICATIONS & EXPERIENCE 

• CCNA 
• At least 3-5 years’ experience of which 2 years must be within a networking environment with 1 year with of service provider focus. 

OR  

• Grade 12 and with valid CISCO Certifications