Job at a glance
Duties and Responsibilities Service Level Management: Ensure overall services are delivered within SLA Identify issues and initiate SIP’s proactively together with problem management processes across internal teams and external suppliers Incident Management: Monitor incident management process in NOC. Handle escalated incidents via ITSM platform and reporting tools. Track incidents that are at risk of breaching SLA Provide Customers incident report following incidents Coordinate crisis incidents with NOC/ Global Operations and Infrastructure teams until resolution Change Management: Manage all change requests i.e., log changes, planning, progress, escalations etc.
Ensure change control - CAB Customer Engagement: Conduct Customer monthly reviews and identify opportunities for improvement Compile required reports and documentation Projects: Participate in project scoping (technical and service management) Portfolio Data Integrity: Work with Sales and Operations to collate and update customer inventory of all customer assets, configuration and topologies Minimum Requirements At least 5-10 years in a customer facing position within the IT industry, minimum of 3-5 years in a similar management role Engineering / Computer Science / Information systems degree or equivalent experience advantageous ITIL Foundation level essential / Lean Sigma Customer Service / Relationship Management – advantageous Experience with heterogenous complex Enterprise client environments Project Management experience preferable Track record of delivering services and solutions in complex Telco environments Prepared to work overtime and flexible working hours Willing to travel locally and internationally Must have own transport Valid passport Knowledge Network topology and architecture experience: Knowledge of Cisco networks (troubleshooting and analysis) - MPLS, VPN, Routing, LAN, Switching Knowledge of general network products i.e., shaping, compression, acceleration etc.
Knowledge of SDWAN/ Cloud / Security Excellent Word, PowerPoint and Excel skills