System Support Specialist - Centurion, South Africa - Vodafone

Vodafone

Verified Company

Centurion, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Role Purpose:

Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
Infinity Services Partner Company is looking for an System Support Specialist.

To provide technical support to the customers, starting with the front-line logging of support tickets within a BAU context (e.g. issue resolution and business process improvement), followed by the subsequent activities required to drive resolution of these logged issues within a multi-supplier environment and according to pre-specified SLAs.

Technical expert able to resolve a large percentage of issues at first contact, with an excellent inherent understanding of systems and processes across an integrated systems landscape which incorporates several complementary business solutions and their respective interfaces.

Required to work in overtime/ standby

Your responsibilities will include:

Ensure efficient and effective service delivery
Coordinate and ensure that effective service levels are maintained
Perform tasks and actions related to continual service improvements
Coordinate system changes through automation and process implementation
Responsible for tracking key deliverables to meet deadlines and business objectives
Ensure optimal incident and service management process are followed and executed
Perform risk management procedures, business continuance scenarios, contingency and
Disaster recovery plans during downtime and/or major disasters.
Identifies and makes recommendations regarding critical points of failure and ensure that sufficient capacity is always available
Ensures that quality methods and procedures are executed.
Implement and execute bestinclass processes, understands the interaction and relationship of business operations and operating systems and network processes.

Environment Management requirements:

Security Management
Vulnerability Patching, security penetration tests, system users maintenance; WAF testing, obsolete software remedial
Implement and execute data purging and data archiving policies.
Facilitate Application DB, OS/Java upgrades
Manage Disaster recovery plans during downtime and/or major disasters.
Manage backup and data recovery processes
Update and Implement policies and procedures for business continuity and disaster recovery plans

Provides support on the following professional areas:

Collections Systems i.e. Tallyman
Credit Vetting Functionality,
Call Centre Telephony solution,
Billing Services Queries

Manage Infrastructure and Projects

To be familiar with the IT network infrastructure and able to make minor interventions only based on the alignment with the Network Engineer teams.
To keep IT related Guidance documentations updated and present on IT Technical Forums.
Manage infrastructural projects and deliver IT solutions according to the Infinity business
Ensures that the projects are delivered within the agreed budget, time and quality.
To make knowledge transfer for new IT colleagues.
To make KPI reports if require

Must have technical / professional qualifications:

Bachelor's Degree in Computer Science, Information Systems, or IT Diploma Information Systems
Professional experience and knowledge of Telecommunications industries strongly preferred
Basic knowledge on LAN/WAN/IP network technologies, protocols
Good technical knowledge some other industries: data centres, voice network (VoIP), Contact Centre, Virtualization solutions

Advantages:

Certificate and Knowledge of ITIL methodology but at least on ITIL v3 Foundation
Certification AWS and Cloud Support
Advance knowledge in Agile on DevOps Support

Core competencies, knowledge and experience:

Strong technical knowledge (Microsoft incl. Office, Lync, SharePoint and Exchange, Cisco phones
VoIP, mobility, Soft Phone solutions, Remedy etc.)
Solid query writing ability and experience, System Architecture, Database Structure experience
Triggers, Functions etc.
Technology Innovation: scouting, screening and evaluation
Excellent analytical, technical, and problem solving skills, with highlevels of creativity,
Excellent written and verbal communications skills, with both technical and business audiences
Excellent relationship building, teamwork, and collaboration skills that enables the provision of effective support and guidance across multiple DevOps teams
Ability to juggle multiple tasks and work in a highpressure environment
Able to work both individually and as part of a team

Closing date for Applications
:31 August 2023.
The base location for this role is,
Centurion, Infinity Services Partner Division.

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.

Infinity Services Partner is