Our client in the telecommunications sector is now recruiting for the position of Digital Operations Support Specialist. The purpose of this position will be to ensure the company's digital channels and apps are functional and customers are able to self-serve by investigating customer queries and technical faults, and driving effective incident resolution and customer service. This will include identifying gaps between IT and business, and filling these gaps by bringing in new solutions and new workflows through continuous improvement opportunities. This opportunity will provide the successful candidate with exposure to other departments as well as personal growth and self-development. View our other positions on Facebook , LinkedIn and Instagram . To escalate any faults in line with severity to the relevant departments, stability forums and ensure continuous follow-up until fault has been resolved Ensure adherence in line with agreed service level management with the various support stakeholders To continuously review the service management process, deliverables and SLA's with stakeholders Own resolution of online incidents/bugs with relevant resolver groups including, but not limited to, IT Operations and IT Development Driving reduction in Net Promotor Score detractors through effective incident management principles via established prioritisation methods e.g. Agile PM/Scrum Providing a first line support role for online and CEO escalations in the online space with an emphasis on continuing enablement of Self-Service and E-Commerce Using a variety of technical tools to enable First Call Resolution (FCR) in the online space – Informix SQL, Postman, SoapUI, Elasticsearch, Oracle SQL Identify enhancement opportunities for pre-existing RPA, as well as new RPA opportunities Maintain and update RPA self-service guides, and provide insightful reporting on RPA performance Deliver the necessary reporting to support operational management on a monthly, weekly and ad hoc basis Ensure that all IT Business partners continuously monitor and resolve all monitoring alerts and exceptions within agreed SLA's Drive proactive Identification and remedy of User/Customer experience issues within the digital space using analytical tools - Adobe Omniture/ Qliksense Reports/ Service Request Management (SRM) reports Calculate financial and NPS (Net Promoter Score) declines due to technical issues Degree or Diploma in an IT related field or 2 years experience in an IT related field Experience with Digital-based and online information systems Knowledge of monitoring tools such as Elasticsearch would advantageous Good understanding of Oracle SQL Basic understanding of http response codes (eg. 404, 201, 500, etc) Knowledge of content management systems Testing of journeys and working with Test Data Knowledge of HTML, JSON, XML Oracle and Web Design (advantageous) Experience with Elasticsearch Kibana, SOAP UI, Poastman API, Sentry, Adobe Analytics, Zipkin, Remedy, JIRA, Oracle SQL Developer, and Confluence will be beneficial Apply Now

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Operations Specialist Johannesburg North - North Johannesburg

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