Operations Specialist Johannesburg, South Africa - Johannesburg
Tower Group Ltd
Description Digital Operations required on a Fixed Term Contract of 6 Months based in Midrand. This role will be responsible to ensure that the Digital Channels are functional and operating effectively, enabling customers to self-serve and buy or upgrade across any of our eCommerce platforms. Requirements: Completed Degree / Diploma in IT Related Field Oracle SQL working knowledge Online Sales knowledge Knowledge of http response codes Magneto knowledge Online Information System experience Monitoring tools knowledge Responsibilities: 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 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 SLT/CBU/VB/App 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
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