We’re URGENTLY seeking and experienced L3 ICT \/ IT Service Management ITIL qualification\/experience – 6 – 12 Months Contract – Durban (KZN). To ensure continuity and quality of service to EBU high net worth customers.<\/p>\n
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Job Title: ICT \/ IT Service Management ITI<\/strong>L Job Summary:<\/strong>
\nLocation:<\/strong> Durban<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nFast moving industry with constantly changing business requirements and technologies
\nFluid complexities of customer expectations and demands
\nHighly competitive market with new and established competitors and aggressive competitor strategy and delivery
\nHighly dynamic and fluctuating Telecommunications and ISP industry
\nEnsure escalation management processes and procedures in relation to the internal management structures
\nEnsure accurate Incident closure (incident reporting and RCAs) within defined SLA requirements
\nProblem management \u2013 identification and tracking to closure root causes for non- SLA compliant incidents
\nEnsure communication to client on impacting incident progress.
\nCustomer name\/address changes (bill to, ship to, registered office)
\nContact management \u2013 Updating and maintenance of RICA\/authorised signatories, technical contacts, single points of contact, On-site contacts.
\nEnsure customer engagement agreement and documented for Business continuity purposes
\nManage all non-billing impacting changes \u2013 technology, configuration changes, additional IP addresses, telephone numbers etc.
\nManage billing impacting changes \u2013 upgrades\/downgrades, site moves\/migrations, terminations, renewals
\nManage operational governance with client, including governance contacts,<\/p>\n