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At Nexio, we enable our clients to modernise their environments and adopt new technologies. We help them to solve their legacy problems and pave the way for their future digital success.
ROLE PURPOSE
Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa’s transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey
Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.
At Nexio, we have identified five major reasons why our people want to work for us:
- They get rewarded for their efforts
- They have opportunity to work with high energy team
- They form part of the Vodacom/Vodafone Group
- There are opportunities to grow their careers
- They build trust and Lead with a competitive culture.
The Availability and Capacity Manager is accountable to the Service Assurance Manager and Service Manager and performs the day-to-day operational and managerial tasks demanded by the process activities.
The role is responsible for ensuring that IT services and infrastructure are available to meet the needs of the business and its users. This role involves proactive management, monitoring, and improvement of IT service availability and capacity to ensure that services are delivered within agreed-upon levels.
The role is further responsible to ensure that there is adequate IT Capacity to meet required and optimized levels of service
The manager will work closely with various IT teams to forecast demand, manage performance, and mitigate risks.
ROLE REQUIREMENT
- End-to-End Responsibility: Ensure that Service Availability and IT Capacity meet required and optimized levels of service.
- Senior Management Visibility: Maintain visibility at a senior management level.
- Customer Awareness: Understand the Customer’s business priorities, objectives, and business drivers, and the role IT plays in enabling these objectives.
- Customer Service Skills: Possess strong customer service skills and awareness of IT capabilities.
- Best Practices Adherence: Understand and interpret Best Practice policies and procedures to ensure adherence.
- Influence and Negotiation: Exhibit good influencing skills and negotiation capabilities as the role often lacks direct authority over staff.
- Competence and Knowledge: Possess the necessary competence, knowledge, and information to perform the role effectively.
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- Service Delivery: Ensure existing services deliver agreed levels of availability as specified in SLAs.
- New Services Design: Validate that new IT Services are designed to meet required availability levels.
- Incident and Problem Resolution: Assist with investigating and diagnosing incidents and problems causing availability issues.
- Infrastructure Design: Participate in IT Infrastructure design, specifying availability requirements.
- Event Management Systems: Develop requirements for new or enhanced systems for automatic IT component monitoring.
- Supplier Requirements: Specify reliability, maintainability, and serviceability requirements for components from suppliers.
- SLA Monitoring: Monitor actual IT availability against SLA targets and provide availability reporting.
- Service Improvement: Proactively improve Service Availability and optimize IT infrastructure for cost-effective improvements.
- Availability Planning: Create and maintain an Availability Plan to meet future business requirements.
- Process Review and Improvement: Regularly review and audit the
- Availability Management process for continual improvement.
- Recovery Design Criteria: Create design criteria for new or enhanced infrastructure to ensure recovery capabilities.
- Cost Justification: Work with Financial Management to justify costs of required IT Availability levels.
- Testing Schedule: Maintain and complete an Availability testing schedule for all mechanisms.
- Risk Management: Assist with the assessment and management of risks in collaboration with Security and IT Service Continuity Management.
- CAB Meetings: Attend CAB meetings to provide impact assessments of RFCs on availability.
- Communication and Promotion: Promote and communicate the Availability Management process to all stakeholders.
- Escalation Point: Act as a focal point and escalation point for all Availability issues.
- Adequate Capacity: Ensure adequate IT Capacity to meet service requirements.
- Capacity and Demand Matching: Advise senior IT management on matching Capacity and demand, optimizing existing Capacity.
- Requirement Identification: Work with the Service Level Manager to identify Capacity requirements through business user discussions.
- Usage and Capacity Understanding: Understand current infrastructure usage and maximum Capacity of each component.
- New Services Sizing: Perform sizing on proposed new services or systems using modelling techniques.
- Capacity Forecasting: Forecast future Capacity requirements based on business plans and usage trends.
- Capacity Planning: Create and maintain a Capacity Plan in line with the organization’s business planning cycle.
- Resource Monitoring: Ensure appropriate levels of resource monitoring and system performance.
- Performance Analysis: Analyse usage and performance data, reporting on performance against SLAs.
- Incident and Problem Management: Raise incidents and problems when capacity or performance thresholds are breached, assisting with their investigation and diagnosis.
- Tuning and Optimization: Identify and initiate tuning activities to optimize and improve Capacity or Performance.
PROFESSIONAL COMPETENCIES
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Proficient in using capacity and availability management tools and software.
- Strong understanding of IT infrastructure, including servers, networks, and applications.
- ITIL Foundation certification is required. Advanced ITIL certifications in Availability Management and/or Capacity Management are preferred.
- Relevant technical certifications (e.g., Cisco, Microsoft, AWS) are a plus.
QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree is preferred.
- Minimum of 5 years of experience in IT Service Management, with a focus on Availability and Capacity Management.
- Proven experience with ITIL framework and best practices.
- Experience in managing complex IT environments and infrastructure.
- ITIL Certification: ITIL® Foundation Certificate, with progress towards ITIL® Specialist Certificate – High Velocity IT
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The Customer Satisfaction Administrator plays a crucial role within the ITIL framework, ensuring that the organization's IT services meet or exceed customer expectations. This position is responsible for gathering, analysing, and reporting customer satisfaction data, and working closely with IT service management teams to implement improvements based on feedback.
ROLE REQUIREMENT
- Participate in the development and implementation of customer satisfaction surveys and feedback mechanisms.
- Regularly collect and analyse customer feedback through various channels such as surveys, focus groups, and direct customer interactions.
- Analyse customer feedback data to identify trends, areas of improvement, and service strengths.
- Create detailed reports and dashboards to communicate findings to stakeholders, including IT service managers and senior leadership.
- Present customer satisfaction metrics in internal service review meetings.
- Work with IT service management teams to develop action plans based on customer feedback.
- Monitor the progress of service improvement initiatives and their impact on customer satisfaction.
- Advocate for customer-centric changes within the IT service delivery process.
- Act as the primary point of contact for customer satisfaction-related inquiries and issues.
- Facilitate communication between customers and IT service teams to ensure customer concerns are addressed promptly.
- Collaborate with other departments to align customer satisfaction efforts with broader organizational goals.
- Ensure that customer satisfaction activities are aligned with ITIL best practices and integrated into the IT service management lifecycle.
- Contribute to the continual service improvement process by providing customer insights and feedback.
- Support the implementation of ITIL processes, particularly those related to service strategy, design, transition, operation, and continual service improvement.
PROFESSIONAL COMPETENCIES
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work collaboratively with cross-functional teams.
- Customer-focused mindset with a passion for service excellence.
- Experience in defining, tracking, and analysing key performance indicators (KPIs) related to customer satisfaction, service quality, and operational performance. Skill in using metrics to drive continuous improvement initiatives.
- Experience in implementing quality assurance processes to ensure service delivery meets or exceeds customer expectations. Ability to drive continuous improvement initiatives based on quality metrics and customer feedback.
- Skill in managing relationships with external vendors and suppliers to ensure their performance meets contractual obligations and contributes to customer satisfaction goals.
QUALIFICATIONS & EXPERIENCE
- Matric Certificate (Essential)
- Bachelor’s degree in Information Technology, Business Administration, or a related field would be advantageous
- Minimum of 3 years of experience in customer satisfaction or customer service roles within an ITIL environment.
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The Service analyst is allocated to provide a supporting function with the analytical services that are required by the Service Manager to support its allocated customer base. The Service Analyst is responsible for analysing and improving the delivery of services within the organization. This role involves collecting and interpreting data, identifying trends, and working with various departments to ensure that service levels are maintained or improved.
ROLE REQUIREMENT
- Escalate Service Agreement breaches within this section to the Manager
- Coordinate service development with other departments when needed
- Engage with other departments to keep an up-to-date view on their objectives and activities
- Identify improvement opportunities to processes and systems within the department
- Help the Service Manager build the business case for an enhancement request and SIPs
- Follow the Service Management process, procedures and work instructions
- Identify opportunities for improvement
- Obtain the technical and organizational knowledge required to perform the activities
- Keep informed proactively of current and past Incidents, Problems and Known Errors related to SLAs
- Seek communication with peer Service Management Business Analysts
- Be informed of the objectives and activities of the various support groups
- Coordinate Service development with other sections and/or departments
- Understand the process, procedures and work instructions
- Use the process, procedures and work instructions as designed
- Generate and compile monthly performance reports according to Vodacom Business standards and templates on a weekly, monthly and quarterly basis
- Perform detailed investigations for SLA breaches
- Assist with Failover Testing
- Assist with responding to RFPs
- Ensure all customer reports and documentation are stored on SharePoint in the Customer folder .
- Ensure that service reports are produced for each customer service by the 7th of each month and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence by recommending Service Improvement Initiatives (SIPs).
- Ensure that service performance reviews are scheduled and carried out with customers on a monthly and quarterly basis and are documented with agreed actions progressed
- Analyze monthly reports and make recommendation when SIPs are required
- Ensure all customer reports and documentation are stored on SharePoint in the Customer folder
- Execute and Monitor processes that fall within their scope role
PROFESSIONAL COMPETENCIES
- Ability to evaluate information critically and make informed decisions.
- Skill in synthesizing information from various sources to draw conclusions.
- Commitment to delivering high-quality service and maintaining customer satisfaction.
- Ability to handle customer inquiries and issues professionally and efficiently.
- Ability to adapt to changing priorities and work environments.
- Openness to learning new tools, technologies, and methodologies.
- Ability to manage multiple tasks and projects simultaneously.
- Strong organizational skills to prioritize work and meet deadlines.
- Ability to work effectively with cross-functional teams.
- Strong interpersonal skills to build relationships and collaborate with colleagues
- Ability to identify root causes of issues and develop effective solutions.
- Creative thinking in addressing challenges and optimizing service delivery.
QUALIFICATIONS & EXPERIENCE
- At least 2 years’ experience in collecting and analyzing complex data and generating presentable reports
- Understands how his or her specific role fits in with the overall Service and Service Lifecycle
- Must be an effective communicator
- Is a respected member of a department who can combine daily departmental activities with the coordination role
- Knows how to ‘get things done’ with professionalism
- Has knowledge of a complex ISP and IT Infrastructure within his or her department to understand and analyze the data produced by the different monitoring systems.
- ITIL Foundation Certificate
- Proficiency in Microsoft Word, Excel and PowerPoint
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