Shift Squad Leader

ROLE PURPOSE

Providing opportunity to focus on making products and business operating capabilities work, which means we often are more concerned with how systems align, orchestrate and integrate to achieve business outcomes than any single point solution, essentially building systems that make fixed and mobile telecoms services work for the consumer and enterprise markets.

The environment encourages Agile and DevOps modes of operation, particularly for software we build and manage ourselves.

The Technical Resolution Management Squad Leader is responsible for support, testing, quality assurance and problem resolution of a range of the Vodacom fixed managed & broadband products and any other product that Vodacom may assign to the Lead.

Primary Duties And Responsibilities - Job Specific Requirements

• Rigorous planning and execution of support activities with feedback according to documented OLAs and SLAs.
• Do customer requirement and/or late customer requirements and specifications into actionable steps.
• Manage SR resolution time and escalations with feedback in accordance with relevant OLA and SLA.
• Monitor task execution and ensure results are recorded and feedback provided.
• Prepare and maintain relevant documentation, including activity schedules, narrative and written reports, and visual progress charts.
• Liaise with and assist relevant support teams with planning, provisioning and testing activities, problem resolution and root cause analysis.
• Take responsibility for: time management; reporting and monitoring; risk management; issue management; QA and change management.
• Continually update skills by learning new technologies and techniques relevant to the role.
• Participate in continuous improvement.
• Analyze daily service request reports and ensure appropriate action is implemented to manage provisioning and SR resolution according to SLAs.
• Working with support teams (local and regional).
• Demand and resource planning.
• Reviewing and maintaining relevant documentation such as SOPs, processes and best practices. From time-to-time new SOPs, processes and best practices will need to be implemented.
• Identify and define new process improvement opportunities.
• Quality assurance in all aspects of the role.
• Providing objective feedback to support teams and line management.
• Problem solving.
• Working on multiple escalations simultaneously.
• Document analysis and communicating findings to technical and non-technical colleagues.
• Analyze and understand daily service request reports for appropriate action.
• Execute customer requests within the agreed timeframes and internal quality standards.
• Ensure accurate completion of customer requests and follow-up to ensure queries are resolved timeously, as per service level agreement.
• Provide effective, efficient and professional service to all our customers (internal and external), both telephonically and through written correspondence. Customer centricity is key.
• Ensure customer service level agreements are met and exceeded.
• Consistent achievement of agreed productivity as per performance contract.
• Ensure that you receive an accurate handover from the previous Shift Escalation Manager and the CSOC Shift Checklist has been accurately completed.
• Be available for escalations within the CSOC, both from customers and internal, and drive them to completion.
• Determine the root cause and drive it to resolution through use of various resources.
• Follow the escalation Matrix of the department to ensure urgent resolution.
• Manage Major Incidents or Multiple Service Affecting faults.

Leadership

• Oversee, validate and ensure delivery of CSOC Support work activities of self and team in alignment with documented processes, policies and procedures.
• Oversee, validate and ensure, maintain and enhance effectiveness and efficiency of team.
• Oversee, validate and ensure the implementation and adherence to processes, SLAs, OLAs, KPIs and standards.
• Oversee, validate and ensure compliance with quality standards for all Technical Resolution Management Support deliverables (Quality Assurance).
• Oversee and validate adherence to Vodacom policies of self and team.
• Oversee, validate and ensure progress status reporting and integrity (including dashboards).
• Oversee, validate and ensure documentation management for self and team.
• Oversee, validate and ensure the maintenance and enhancement of an integrated end-to-end Technical Resolution Management Support practice.
• Provide business and functional team leadership.
• Manage the performance, productivity, development and wellbeing of own team.
• Ensure leadership and performance that is aligned with the Vodacom culture and values.
• Ensure legislative compliance and corporate governance.
• Support company performance targets.
• Control cost and expenses against the operational budget (OPEX).
• Implement Safety, Health and Environment Management (SHE) and enable a conducive working environment.

Qualifications & Certifications

• Matric minimum requirement.
• National Diploma/Degree in a scientific/Information Technology discipline.
• ITIL Foundations (beneficial).
• At least three years’ management experience within a customer service and technical environment.
• Knowledge of the broadband platform and supporting OSS/BSS systems.
• Practical and systematic approach to work beneficial.
• Telecommunications industry experience.
• Experience working with OSS/BSS software as end user or from working in the telecommunications sector.
• Exposure to /awareness of project management frameworks.
• Proven experience in a customer facing function.