Posted on :
1 Jun, 2021
1 Jun, 2021
At Blue Label Distribution, our brand philosophy is that we can create and distribute anything that is able to be digitised. Our Blu-approved brand is the face of our service offering and is underpinned by a world-class technology platform for both online and offline commerce. With a point of sale network of approximately 150 000 devices, we provide a distribution footprint across all income groups. 85% of our income comes from merchants in the informal sector.
Job Title: Service Manager: Sim Packs
Location: Sandton, Gauteng, South Africa
Reference #: 040
Contract Type: Permanent
Salary: Market Related
Responsible for managing service level agreements with customers and external service providers. Required to perform operations, configuration and maintenance on production systems. The incumbent will be responsible for problem tracking, management and reporting as well as internal server maintenance.
ETL of MNO Purchase Files, OGR, Activations, Disconnections and Porting.
Perform Starter Pack month end imports, validations, reconciliations, and reporting.
Configure, customize and support new and existing application tenants.
RICA user configuration, support and troubleshooting.
Automation of file collection and deliver.
Identify, register and promote production defects as well as system and operational enhancements.
Defining and managing service level agreements with customers.
Managing external service providers.
Assigning tasks to technicians throughout each work day that are based on SLAs, technician availability, and the technician’s skills.
Reviewing both tactical and longer-term metrics for the team and handling performance that is outside of the defined thresholds.
Supervises technical staff that are responsible for data networks and computer and network operations.
Assigns and coordinates work assignments and resolution of critical technical and procedural problems.
Ensures acceptable levels of performance in networked systems. This task involves a high degree of technical knowledge and effective management procedures within the Technical Services Team.
Conducts capacity planning.
Develops procedures to measure the capacity for network devices and hosted applications relative to current and future activities.
Based on these measures, coordinates the acquisition of additional resources.
Ensures that software and hardware is at current revision levels.
Works with vendors to request and schedule upgrades and with technical staff to support the upgrades.
Manages institutional budgeting and purchasing activities for technology procurement.
Ensures high availability of host computers and network resources.
This task includes developing procedures to maintain security and access and protect against viruses, hackers, vandals, acts of God, and accidental user mistakes.
Develops plans, procedures, and activities to support business recovery when problems occur including backup and restoration procedures, vendor agreements, spare parts, data retention, and restoration planning.
Stays current with technological developments related to computer hardware, software, and networks, as well as management practices
Ensure production platforms are reviewed periodically and maintenance and housekeeping is performed.
Conduct TSQL and mySQL scripting and DB maintenance.
Identify enhancements to improve supportability, operability and performance of systems .
Maintain the internal servers and perform day-to-day IT admin tasks.
Provide after-hours support according to a standby schedule.
Ensure SLAs are met for external and internal clients in terms of mean time to respond and mean time to resolve issues.
Ensure issues allocated to team members are resolved timeously.
Ensure quality of work of team members, this includes the details of resolutions and re-usability of fixes.
Effective resolution of escalated issues to Service Management thorough root cause analysis and effective resolution and / or providing concise reporting.
Internal change requests are submitted and followed up on for repeated requests or issues.
Ensure adherence with SLA’s for allocated work.
Ensure effective communication of planned and unplanned outages to customers within SLA.
Ensure alerts or escalations to Service Management are resolved timeously and communicated to requestors within SLA.
Maintain regular and timely communications with customers.
Maintain strong working relationship with customers and team.
Work with customers to develop, agree upon, and implement consistent service procedures throughout the enterprise.
Develop guidelines and methodologies to ensure that the nature of each service call is well understood by both parties, from inception to resolution.
Supervise technical staff and day-to-day management of project work load.
Establish a single point of contact for issue resolution and change management.
Drive customer centricity.
Ensure maximum uptime.
Ensure accurate and early response.
Ensure approved configuration is in place.
Provide operational support.
Ensure service request is proceeding properly.
Identify calls that require follow-up and document response.
Provide system commissioning and implementation support.
Operations monitor and report.
Conduct design, tuning and report.
Performa backups for recovery.
Build a culture of respect and understanding across the organisation.
Recognise outcomes which resulted from effective collaboration between teams.
Build co-operation and overcome barriers to information sharing, communication and collaboration across the organisation .
Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.
Through effective inspirational leadership, facilitate the creation of accountable, full service teams who understand and strive to meet the needs of all stakeholders.
Role model behavior and motivate team members in line with the core values.
Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management.
Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports.
Develop, promote and direct the implementation of equal opportunities policies in all aspects of the company’s work.
Communicate and maintain trust relationships with shareholders, business partners and authorities.
Leads change to creates a self-refreshing and learning organisation.
Continuous improvement of business processes.
Agile change agent for the organisation.
Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
Demonstrate consistent application of internal procedures.
Plan and prioritise, demonstrating abilities to manage competing demands.
Demonstrate abilities to anticipate and manage change.
Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.
Respect for others.
Honest and Fair.
Have fun and find purpose.
Demonstrate honesty and integrity.
Strive for Customer Centricity.
Be both agile and entrepreneurial.
Build relationships and trust.
Develop our people for long-term success.
Be an agent of change.
Adjusting to change.
Microsoft SQL Management Studio.
SQL Database Maintenance.
Support and Configuration of Java Applications.
Application monitoring support.
Microsoft Office (Advanced).
Knowledge of MS SQL utilities e.g. Scheduled Jobs, Store Procedures, Indexing etc.
Knowledge of Windows operating systems.
Previous production system support work.
Previous SQL database administration experience.
Previous JAVA Development experience beneficial.
Strong analytical and problem solving skills.
Bachelor’s degree in related discipline preferred.
Minimum 5+ years of related experience.
Application Deadline: 11/06/2021