Wilma Eales

Senior Services Administrator \ Manager (C-Upper)

Sort Summery: I started at PQ Chem, the name changed to PQ Africa after the Companies merged. I was appointed in Sasolburg Resource Scheduling Department. PQ Africa changed its name to Comparex. Comparex name changed to BCX after the Companies merged again. I was still at Resource Scheduling Department where I accepted the role and dedicated myself as Manager over the department.

 

• Motivate and develop the operational staff to ensure that all ICT services meet their SLA targets, within the agreed financial budget
• Understanding, insight and working hand on hand with Sasol Facilities and Operations as per Sasol, HCL and BCX standards.
• Frequently ensure that staff possess up-to-date job descriptions, are regularly appraised and have a current training plan for personal development
• Provide operational staff with regular feedback on their performance to the ICT Management on a professional manner. 
• Provide recommendations on any improvements as and when required 
• Ensure that all operational staff are made aware of and comply with all operational, ICT and Service Management processes
• Computer repairs, insight and hands on working with server related matters
• Managing staff, and help improve their strong points even more so. 
• Reporting management incidents.  
• Ensuring Daily, weekly and monthly reports are up to date and send out in time.  
• Writing of Macro’s, develop, maintain and enforce acceptance criteria and procedures for the implementation of new ICT infrastructure into the operational environment.
• Develop, maintain and enforce acceptance criteria and procedures for the implementation of new HCL SNOW, EOH CA, and ITSM procedures for the Sasolburg Operational Data Centre for the operators to work from after hours.
• Continuously maintain and secure the physical environment according to contractual requirements and BCX’s needs 
• Ensure that incidents arising from or affecting the production cycle, have minimum to no effect on processes
• Ensure that these incidents are resolved within the target time-frame and recorded according to the defined Incident Management procedures 
• Ensure that contractual documentation relevant to maintenance contracts is complete and in alignment with BCX’s policies and procedures 
• Telephone consulting management  
• Database housekeeping
• Paradigm AHD 4.0 and 7.1
• Windows, including all applications 
• Remedy Helpdesk Service Management expert
• Handling query’s from client’s Managing and ensuring Service Level Agreement or SLA such as ensuring that an incident is resolved within allotted time.
• SASOL SHEQ Rep (Health & Safety quality control officer.) Ensure safe and healthy working in the workplace. (Sasol Safety Meetings and changes.)
• Ensure Risk-Assessments and Change control Incident registers are correctly filled in and understood by any third party personnel within all operational areas to ensure control and safe working.
• Full SAP access and understanding, as it is a daily part of my operational Managing duties. 
• All the Call management for ODS systems– (Ozone Depleting Substances \Operational Data Systems). 
• Ensure that incidents arising from or affecting the production cycle, have minimum effect on processes
• ITSM service system management expert 
• EOH CA Call handling, Swivel desk between all systems
• Service Catalogue call management 
• HCL (IT) service management system: ServiceNow(SNOW operating system) call management for sites: Sasolburg\ Rosebank\ Braynston\  Germiston\   Alrode\ Wadeville\ Westville\ Modderfontein\ Mozambique: Temane\Maputo, Cape Town: Rondeboch\ Muizenburg, Durban: Westville\Marine Building and Wentworth. Expert in my field. 
• Continually keep relevant management informed of the status of systems and services by direct or delegated production of reports and registers on defect/problem reporting data.