Business Desk and Escalation Manager
Afrizan Personnel
Gauteng, JHB North, South Africa
1d ago


A leading entertainment company is seeking for a Business Desk and Escalation Manager to lead the business desk escalation team who are required to interact with internal customers, respond to their escalated complaints and requests, provide technical support and resolve queries.

This role brings order, structure, and focused management attention to the customers problems.


  • Documented, agreed and implemented crisis management strategy for Africa
  • Documented, agreed and implemented crisis and problem management processes and procedures for Africa
  • Documented, agreed and implemented incident management processes and procedures for Africa
  • Provide timeous and accurate feedback to customers and stakeholders (internal and external)
  • Escalation and Incident Management

  • Escalate priority calls to the respective areas and drive for resolution
  • Coordinate and manage severity one call
  • Identifying, analysing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
  • Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
  • System Monitoring

  • Monitor and assess the production environment for re-occurring problems
  • Monitor calls logged for trend and statistical reporting
  • Manage outages of business-critical services
  • Monitor all applications within the MAL operating environment
  • Reporting requirements

  • Manage a knowledge repository for escalation procedures
  • Provide weekly or bi-monthly reports to senior Africa management
  • Review changes to the environment to understand and quantify impact and risk
  • Manage and track actions from root cause sessions
  • Manage and track priority change request and incidents with vendors
  • Ensure fixes are incorporated into the delivery cycles in Africa
  • Generate Weekly or Monthly or Quarterly roadmap of planned initiatives or changes
  • Budget and expenditure management
  • Ensure that, through lessons learnt and controls implemented reoccurrence of business-critical incidents are minimal.
  • Problem resolution and In-country Management

  • Ensure all call reference numbers, escalations, requirements and bugs are logged, followed up on regularly until resolved
  • Publish weekly outstanding SD or Burning Country Issue list with updates to all countries and stakeholders
  • Provide regular feedback to in country
  • Conduct weekly country meetings and reviews (with in country Ops manager).
  • Manage all impact analysis requirements including impact of changes to the countries in collaboration with other functional teams both at corporate and in-country
  • Deployment of new solutions, Changes or bugs, applications and systems :

  • Collect all in country requirements and needs and consolidate for new solutions development and hand over to Business Analysis team.
  • Ensure all approved BRSs and URSs are handed over to training to plan training deployment accordingly for any changes introduces into the production environment
  • In country Operational deployment checklist to be completed and maintained per initiative or project.
  • Ensure in country business readiness for all projects and initiatives
  • Requirements

  • 5 to 8 years experience in business desk environment as a senior Manager
  • Solid management experience in a similar role
  • Management consulting experience required
  • Product knowledge
  • Incident Management
  • MCA Product or Service knowledge
  • Understanding of broadcasting or pay TV systems and processes will be an advantage
  • Kindly note, if you have not heard from us within two weeks of your application please consider it unsuccessful.

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