Service management of the mobile and fixed line services and processing of billing information provided by the network operators.
Accountable for all the Service Management activities in providing the company’s remote and fixed line connectivity.
Services and Request Management
Provide clients with support for incidents and requests withinSLA.
Proactive management of mobile data utilisation within defined thresholds.
Ensure sufficient stock levels are maintained of the required equipment.
Record accurate and complete documentation within the defined compliance legislation.
Liaise with clients, service providers and network operators for the delivery of the requisite services and tasks.
Provide accurate reporting (on client request) of mobile data usage according to the defined audit guidelines.
Establishment or enhancement of a managed workflow to track and manage the delivery dates in accordance with the definedSLA.
Billing and Cost recovery
Maintain accurate records of user information required for cost recovery.
Ensure that the cost recovery process and billing details are made available within the required timeframe.
Invoices from network and service providers to be processed timeously.
Perform the required quality assurances checks and verify the integrity of the cost recovery and invoice information.
Contribute to the weekly / monthly reporting on outsource vendors adherence to the SLAs and service contracts; service measurement and management.
Maintain an accurate inventory of the telecommunications equipment held in stores.
Proactive forecasting and ordering of defined infrastructure.
Containment of ICT infrastructure costs.
IT or Business Degree / Diploma, or a minimum of 5 years relevant IT and Business experience.
Proven ability to manage a team
Clear understanding of IT Technologies
Proper understanding of business priorities, process logic and requirements.
Process modelling and optimisation
Effective IT supplier engagement
Infrastructure service level measurement and management
Infrastructure lifecycle management and planning
Capacity monitoring and planning
Proficient in Microsoft Office (Word, Excel, O365); Windows 10 OS
ITIL and COBIT awareness
Knowledge and Skills
Network Disaster Recovery
Network Standards and Procedures