ICT / IT Service Management ITIL Job at Quest Staffing Solutions… See details on how to apply for the opportunities available at Quest Staffing Solutions.
Job Summary:
Duties & Responsibilities:
Fast moving industry with constantly changing business requirements and technologies
Fluid complexities of customer expectations and demands
Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
Highly dynamic and fluctuating Telecommunications and ISP industry
Ensure escalation management processes and procedures in relation to the internal management structures
Ensure accurate Incident closure (incident reporting and RCAs) within defined SLA requirements
Problem management – identification and tracking to closure root causes for non- SLA compliant incidents
Ensure communication to client on impacting incident progress.
Customer name/address changes (bill to, ship to, registered office)
Contact management – Updating and maintenance of RICA/authorised signatories, technical contacts, single points of contact, On-site contacts.
Ensure customer engagement agreement and documented for Business continuity purposes
Manage all non-billing impacting changes – technology, configuration changes, additional IP addresses, telephone numbers etc.
Manage billing impacting changes – upgrades/downgrades, site moves/migrations, terminations, renewals
Manage operational governance with client, including governance contacts,
Desired Experience & Qualification:
Matric plus
3-year Diploma
ITIL foundation certificate
Minimum 3 years Customer Service Management
Minimum 5 years in Telecommunication industry, enterprise based and Fixed line opco
Network and Product training
CCNA, CCNP , CCSP , CCIE written , JNCIA , JNCIS
Package & Remuneration:
Salary: Market Related
To Apply: