Career Opportunities at Nexio

KEY ACTIVITIES

• Promote the Incident Management process  
• Ensure the Incident Management process is used correctly  
• Provide management and other processes with strategic decision making information related to Incidents and potential Problems  
• Ensure Incident Management KPIs are met  
• Ensure that the Incident Management process operates effectively and efficiently through 1st, 2nd, and 3rd line support and Third Party organizations  
• Ensure  Incident Management Staff are empowered in their jobs  
• Maximize the fit between people, process and technology  
• Work with the Service Desk Manager to ensure that the Service Desk is established as a Single Point of Contact within the end user community  
• Ensure that remedial action takes place if it is discovered that contacts are going directly to second line or third line staff members instead of the Service Desk  
• Provide the resolution of Incidents in a proper and timely manner as it is the end-responsibility of Incident Management. Ensure that Incidents are resolved in a proper and timely manner and the resolutions adhere to objectives set forth in Service Level Agreements  
• Participate with the Incident Management Process Owner and Project Team in developing and maintaining the Incident Management Process, policies and procedures  
• Drive the efficiency and effectiveness of the Incident Management Process 
• Manage the work of the cross-functional Incident support staff (1st, 2nd and 3rd line)  
• Produce Management Information  
• Monitor the Incident Management process, using qualitative and quantitative Key Performance Indicators and make recommendations for improvement  
• Play a key role in developing and maintaining the Incident Management systems  
• Manage Major Incidents  
• Function as a point of escalation for Incident Analysts  
• Escalate to Line Management if Service Levels are threatened to be breached  
• Coach Incident Management Analysts in the correct use of the process  
• Identify training requirements of first line, second line and third line support staff and ensure that proper training is provided to meet the requirements   
• Highlight customer and end user training and education needs through trending analysis and ensure that proper training is provided where necessary  
• Contribute to the identification of recurring outages through trending analysis so that Problem Management is notified for assistance in eliminating recurring incidents that the business wants to eliminate  
• Identify opportunities for improving the tools used  
• Audit the Incident Management process  
• Escalate to Line Management and the Incident Management Process Owner in the event of a conflict between process and Line Management  
• Promote the Service Desk with the end-user community, through the maintenance of a web-page, info mails, bulletins and training Service Desk staff in communication skills, where needed  
• Provide Service Desk staff with appropriate information to enable them to perform their function effectively. This includes process information, technical knowledge, record allocation information, and access to Known Error information.

KEY COMPETENCIES  

• Be able to work in a rapid paced security operations environment. 
• Interact with the SOC team and customer stakeholders. 
• Create, maintain, and implement detailed documentation and maintain standard operating procedures. 
• Provides support on a weekday business hours schedule, also responsible for on-call, extended hour, and weekend support as required by mission or emergency situations

PROFESSIONAL COMPETENCIES 

• Adhere to operational processes in the NIST CSF and MITRE ATT&CK framework 
• Adhere to the technical methods in the playbooks. 
• Prior experience to advise, plan, deploy, configure, manage and monitor large scale and complex cyber defence and IT risk management and information or cybersecurity solutions. 
• Prior experience in security incident management. 
• Proficiency in preparation of reports, dashboards, and documentation. 
• In-depth knowledge of security concepts such as cyber-attacks and techniques, Threat Vectors, Controls/Compliance, Risk Management and Incident Response.

QUALIFICATIONS & EXPERIENCE 

• Bachelor’s degree in information technology, Computer Science, or a related field. 
• Minimum of 2 -3 years of experience in IT service management, with a focus on incident management. 
• Proven experience in leading and managing critical incident responses. 

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KEY ACTIVITIES  

• Build, manage, and set the direction of the Knowledge Management Framework and knowledge management team members. 
• Create, capture, organize, and assess knowledge assets for enterprise use. 
• Coordinate with cross-functional organizations to align KM strategy with broader organizational learning strategies. 
• Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements. 
• Promote the use of knowledge management tooling and processes to facilitate sharing of knowledge. 
• Build and drive the culture of knowledge sharing within site operations and serve as the advocate for KM initiatives within site operations. 
• Support the development and implementation of training on KM processes and tooling. 
• Create and review KPIs for adoption, usage of premier (high value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities for the organization. 
• Assist with resource planning as applicable to strengthen and expand KM initiatives. 
• Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales. 
• Be the thought leader on KM Framework implementation within site operations and share learnings and best practices broadly within the Infrastructure Data Centre (IDC) organization. 
• Understand and recognize key challenges/roadblocks to KM cultural change and develop effective programs to drive adoption and improve KM value. 
• Bring relevant industry insights to incorporate into the KM Framework. 
• Identify and evangelize success stories from the Knowledge Management Program. 
• Design and develop incentive mechanisms to acknowledge and highlight active participants. 

KEY COMPETENCIES 

• Proficiency in using and managing KM tools and platforms (e.g., SharePoint, Confluence, knowledge bases). 
• Understanding of IT infrastructure, databases, content management systems, and other relevant technologies. 
• Skilled in identifying issues and developing effective solutions related to knowledge management. 
• Ability to design, implement, and manage KM projects from inception to completion. 
• Efficiently managing resources, including time, budget, and personnel. 
• Excellent verbal and written communication skills to convey complex information clearly and concisely. 
• Strong interpersonal skills to facilitate collaboration across departments and with stakeholders. 
• Ability to develop and implement a long-term vision for knowledge management. 
• Understanding of organizational goals and how KM contributes to achieving them. 

PROFESSIONAL COMPETENCIES 

• Ability to articulate and drive a strategic vision for knowledge management within the organization. 
• Ability to align knowledge management initiatives with organizational goals and strategies. 
• Expertise in planning, executing, and managing projects, including defining scope, resources, timelines, and deliverables. 
• Identifying potential risks in KM projects and developing mitigation strategies. 
• Ability to analyse data to derive insights and inform KM strategies. 
• An understanding of good content strategy, including how to manage assets throughout their lifecycle, the role of metadata and taxonomy, and structuring and providing access to content so that it is findable at the point of need. 
• Knowledge of available KM data that can be collected and analysed, as well as how to interpret and leverage that data 

QUALIFICATIONS & EXPERIENCE

• Bachelors or master’s degree in information systems, Information Technology, Computer Science or other related disciplines. 
• 6+ years of current proven experience in implementing KM strategies. 
• Experience in building KM programs in the technology industry or within technical groups within a large, global organization. 
• Experience communicating with and influencing senior leadership as well as framing discussions to gain Proven experience in leading teams to deliver impact. 
• Managing a team that implemented a knowledge management framework. 
• Valuable feedback and experience. 

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KEY ACTIVITIES  

• Co-ordinate the implementation of Network Infrastructure projects through the complete project lifecycle as well as the delivery of project deliverables (systems, products and services) within specified time, specifications/ Quality and available resources. 
• Perform projects definition activities such as to facilitate the creation of project teams and define project deliverables as per requirement. 
• Provide CAPEX cash flow projections based on acceptance schedule delivery programme
• Participate in contracts/ price negotiations where applicable.
• Measure the delivery progress of contracted deliverables against the agreed quality standards and systems/ products as well as the project plan. 
• Report on project progress to stakeholders.
• Identify and manage risks. Decide upon and facilitate or authorise corrective action.
• Manage the implementation of specific new products and services.
• Integrate project work through but not limit to interfacing and liaising with all relevant groups/ divisions within the company. 
• Maintain project quality standards through adherence to Project Management methodology/ processes.

Outputs 

• Implemented projects  
• Controlled Documentation
• Facilitated Processes
• Managed Projects
• Compiled Project Reports 
• Managed Budgets

Knowledge  

• Project management Methodologies 
• Telecoms Service Frameworks and Architectures
• MPLS / IP networks
• Cisco Products
• Satellite / VSAT systems
• VOIP systems
• Business Ethics
• Engineering Standards
• Business Processes 
• Financial management
• Policies and procedures 
• Business environment
• Performance management
• PC literate and absolute understanding and application of project management tools and techniques in a complex system environment 

PROFESSIONAL COMPETENCIES 

• Understands and integrates appropriate project management tools and processes 
• Applies/obtains the necessary requisite subject matter expertise (SME) 
• Ability to continue to monitor, learn, and implement industry best practices from the agile community.  
• Excellent stakeholder management and communications skills, with the ability to inspire, influence, and update delivery teams and senior executives.  
• Excellent facilitation, organization, and problem-solving skills help the team manage conflicts, challenges, escalating only when team processes have failed. 
• Comfortable with ambiguity and working in fluid, fast-changing environments under pressure. 
• A strong grounding in traditional project management practices.  
• Good understanding of the business capability/user journey, wider organizational goals, and desired product business outcomes. Understanding of both the current Information Technology and digital services market and emerging business and technology trends.

QUALIFICATIONS & EXPERIENCE 

• Relevant 3-year degree / diploma 
• 8-10 years’ experience within the ICT environment including:
• Minimum of 5 years Project Management experience (Essential)
• Minimum of 3 years’ experience in the ISP environment (Essential)
• Exposure to the network Environment (Essential)
• Minimum of 2 years’ experience in the planning and roll-out of IP-based platforms, systems, or services (essential)
• Experience in the IP Environment (Advantageous)
• Contractor management (Desirable)
• Experience working with international service providers (Advantageous