Technical Operations Support Specialist (Stellenbosch)

Purpose Statement

• To maintain the operational integrity of the business ecosystem through monitoring and alerting, ensuring system stability and reducing service disruptions. This role involves collaborating with first-line support and development teams to elevate the client experience.

• To play an integral role, ensuring seamless operations and efficient business processes. This position involves a blend of tasks that support day-to-day operations, from managing data, handling administrative duties, assisting with project delivery, implementing operational improvements, and external vendor liaison.

• The preferred candidate will have a robust understanding of IT systems and principles, with hands-on experience in IT operations. They will be skilled in troubleshooting and performing root cause analysis, leveraging modern IT tools and practices to monitor, alert, and manage the Operations environment. Familiarity with automation tools, scripting, database management, and modern IT practices is essential. Their drive and energy to provide excellent client services makes them stand out as a viable candidate.

Key Performance Areas

• Incident triage: Systematic identification, assessment, and prioritisation of incidents to ensure efficient resolution. Includes effective stakeholder communication and conducting post-incident reviews.

• Providing support to the Operations team: Involves creating operational reports, compiling change requests, and attending operations meetings. Additionally, administering software or systems that manage the operational environment.

• Assist with implementing processes and systems: Supporting the design, development, and deployment of new workflows and technologies within the eco-system. Working with stakeholders to refine and optimise processes and systems for better performance and efficiency.

• Coordinating with departments and teams: Actively collaborating with various stakeholders, across the organisation, to ensure seamless integration and operation of IT systems. Regular interaction with eco-system members to troubleshoot issues, share knowledge, and contribute to collective performance goals.

• Monitoring, alerting, and analysing data: Establishing dashboards to identify trends and issues. Implementing alerting based on thresholds and triggers to facilitate rapid issue resolution. Analysing operational data to make recommendations for improvements.

• Providing technical support: Troubleshooting and resolving technical issues, both internal and external, that impact Capitec Connect delivery and client experience.

• Communication with partners: Cultivating and sustaining robust, collaborative relationships with internal colleagues and a diverse range of external stakeholders.

• Identifying and mitigating risks: Raising formal Enterprise risks that could impact organisational operations, and consulting with stakeholders on risk mitigation.

• Reporting: Assisting with preparing accurate, critical analysis of Operational information to inform strategic decision making.

Qualifications (Minimum)

• Relevant certifications (like CompTIA A+, Microsoft Certified Professional)
• Grade 12 National Certificate / Vocational

Qualifications (Ideal)

• Diploma in Information Technology or Systems Analysis, or similar field
• Certification in ITIL or AWS Foundation

Experience

Minimum:

• 2-5 years' experience working in IT Support or IT Operations
• A solid understanding of IT systems / computers, servers, networking, and IT principles
• Ability to troubleshoot, resolve technical issues, and perform root cause analysis
• Building and maintaining effective vendor / 3rd party relationships
• Strong focus on customer satisfaction and support (client services)
• Familiarity with automation tools, scripting, database management, and modern IT practices

Ideal:

• 2-5 years' hands-on experience working in Telecommunications Support or Operations; preferably within an MVNO or MNO
• Skills in managing IT operations; including system administration, network management, and database management
• Ability to troubleshoot and resolve technical issues related to mobile networks and services
• Strong focus on customer satisfaction and support; especially in a Mobile Service environment
• Experience in a Logistics environment, or previous exposure to Logistics operations

Knowledge

Minimum:

• Troubleshooting across the computer / technology environment; with exposure to servers, databases, networks, and infrastructure
• Microsoft SQL Server database administration
• Utilisation of monitoring technologies, adherence to best practices, and deployment of effective toolsets

Ideal:

• Understanding of MVNO business models, including network architecture, service provisioning, and customer management
• Familiarity with mobile network technologies (such as GSM, CDMA, LTE, and 5G)
• Microsoft and Postgres SQL Server database administration
• Proficient technical skills; including experience with servers, databases, AWS, Instana, Grafana, and software such as Control-M, GoAnywhere MFT, Microsoft Power Automate, and scripting
• Information Technology Frameworks (ITIL)

Skills

Conditions of Employment