Assurance Manager

Midrand, South Africa

Jurumani offers an environment where creativity and the practice of building things is believed to be fundamentally useful to both the Client and Jurumani Solutions. 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 Assurance Manager is responsible for managing a team of engineers that cover all aspects of service Desk, Service Assurance and provisioning.

Role responsibilities and key focus areas:

  • Managing a team of engineers that cover all aspects of service Desk, Service Assurance and provisioning.
  • This team manages a unique selection of customers with services that include MPLS networks, VoIP, Video Conferencing and Hosting across Sub-Saharan Africa.
  • These customers are selected based on their high Service Level Agreements on their strategic value to the business, monetary spend, number of sites, network complexity and a high demand for a focused group to manage these sensitive accounts.
  • Managing day to day operations of the team includes ensuring that they pick up and manage incidents and service requests timeously, providing prompt feedback to customers and suppliers, escalating with our suppliers, ensuring SLA is met and delivering the highest level of service in the industry.
  • To ensure that both soft skills and technical training is conducted, coaching the agents and ensuring they pursue further studies in order to progress in their careers.
  • Setting KPI’s, conducting performance appraisals, performance management, disciplinarians, dismissals and recruitment.

Technical Skills and experience:

  • Matric Certification (essential)
  • 3 Year Degree / equivalent Diploma in engineering / Information Technology / computer science (desirable)
  • ITIL certified
  • 1 -2 years on an ICT Service Desk environment
  • 3+ years experience in managing a team within a technical environment
  • Understanding of IP, GSM and Telecommunications / ICT industry
  • MPLS networks
  • Cisco products
  • Analysis and diagnosis of incidents
  • CRM / Service Management system such as Siebel, HP SD, Remedy, etc.
  • Product knowledge – Access services, Broadband services, VoIP, ECommerce,
  • Network diagnostic tools and methods

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