Do you have a vision for how technology can empower businesses and individuals alike? If so, we have an exciting opportunity for you!
We are on the lookout for a dynamic and visionary Telecom Support Services (TSS) Senior Technical Officer who will form part of the INTSS Service Delivery team to administer and manage ITIL related service management functions covering incident management, problem management, continual service improvement and other ITIL processes in the Core Network Engineering (CNE) group. You will also assist with project coordination working together with the Project Managers from various business units within Vodacom.
In this role you will be part of a team that will shape the future of Vodacoms technology landscape by providing ITIL Service management services to other divisions and departments withing CNE group. You will also work closely with Change Management Office (CMO) team and assist them in implementation of their processes and procedures across all the CNE divisions.
In addition, you will work closely with Africa Service Operations Centre (ASOC) team in ensuring that the incident and tasks are assigned to the correct teams and coordinate and manage these tasks with relevant teams to ensure that all the tasks and work orders are closed within the agreed service level. You will also be responsible for automation of other ITIL related processes including the daily, weekly and monthly reports, and engaging with Remedy teams and other service desks within Vodacom.
Your Responsibilities Will Include
- Event Management, on this task, you will be working closely with the application teams in ensuring that correct audit events are generated, and the relevant alerts and traps are sent to fault management team. You will also work with the application teams in investigating solutions to optimise and reduce these events.
- Incident Management, which is a process to restore service operation as quickly as possible. You will be responsible in ensuring that policies and procedures are in place for incident management, ensure that all incidents, tasks and work orders are closed within SLA, daily, weekly and monthly reports are generated and distributed to the relevant teams on time, incident reports are generated, verified and sighed within SLA.
- Problem Management seeks to get to the root cause of the incident and initiate actions to permanently address and prevent recurrence of the incidents. This task requires you to ensure that Problem Management processes are in place and are always adhered to by the team. You will also be responsible for arranging and facilitating sessions with the team on a regular basis.
- Change Management is a process responsible for controlling and managing requests to affect changes to the Engineering infrastructure and applications to promote business benefit while minimising the risk of disruption to service. You will be responsible for ensuring that all changes are logged, executed, and closed as per Vodacom Change Management policies. You will also be working closely with Change Management Office to monitor all changes within CNE group.
- Continual Service Improvement (CSI) is a process that continually align Engineering services to the changing business needs by identifying and implementing improvements to engineering services and its related processes supporting business processes. You will be responsible for management of CSI initiatives and ensuring that proper processes are followed within CNE group.
- Project Coordination relates to the controlling of assignment of projects and managing timelines stipulated by the Project Management team for flawless execution of projects. From an operational point, you will be required to drive certain tasks by attending to daily CAB meetings and hosting weekly stand-ups with individual teams.
- Process Automation involves the use of software and technologies to automate business processes and functions in order to streamline mundane activities and tasks like generation of daily, weekly and monthly reports and other processes. You will be required to identify tasks and activities that can be automated and also implement relevant technologies to a reduces the time taken to complete these tasks.
Must have technical / professional qualifications:
- National Diploma in relevant field of study. A Degree will be advantageous.
- Experience on Remedy, Business Objects (BO), Power BI (Business Intelligence), Jira/ Confluence is required.
- Project Management Methodologies experience preferred
- Must be in possession of a valid drivers license.
- Must be willing to work across CNE Divisions
- Must be willing to work irregular hours.
- Enticing incentive programs, competitive benefit packages, and an exclusive 13th cheque
- Retirement funds, risk benefits, and medical aid benefits
- Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies
The base location for this role is Vodacom Campus Midrand.
The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organizational culture that recognizes, appreciates, and values diversity & inclusion.
