Job Vacancies at BCX

Core Description

• To create and implement IT change management strategies and plans to support service level agreements with customers. To develop, establish, and maintain the IT Change Management process according to the ITIL framework ensuring adherence to standardised methods and procedures for prompt handling of all Requests for Changes (RFC’s), thereby minimising the impact of any related incidents upon services rendered to contracted client organisations.

Key Deliverables / Primary Functions

• Establish and maintain good communications with dedicated customers
• Attend customer meetings and draft minutes relevant to the meetings and escalate any problem areas to management ensuring compliance with our Service Level Agreements.
• Ensure that services offered are within contractual obligation and managing the exceptions thereof
• Provide support to staff members on relevant customer equipment and procedures.
• Ensure that quotes are accurately prepared and presented to the Customer
• Ensure that the billing documentation is screened and submitted timeously to relevant Customers. Dealing with billing queries.
• Ensure optimum and cost-effective services are provided in line with customer expectation while maintaining a high level of customer satisfaction
• Facilitate a good working relationship with the Customer, ensuring that all their requirements are met, without placing the Company in jeopardy

Core Functional Skills & Knowledge

• ICT Knowledge
• Time management
• Relationship Building
• Contract Management
• Business Negotiation
• Core Behavioural Competencies
• Coping with pressures & setbacks
• Delivering Results & Meeting customer expectations
• Planning & Organising
• Relating and Networking
• Writing and Reporting

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Technology
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

• Relevant IT certification

Experience

• 3 years’ experience in Capacity Planning within the IT industry

Or

1. 5 years’ experience in Capacity Planning within the IT industry

Certifications

• Professional Memberships in Relevant Industry
• Level of Engagement & Span of Control
• Special Requirements / Employment Condition
• Drivers Licence and Reliable Vehicle - both required
• Ability to work extended /long hours as and when required

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Core Description

• Responsible to supervise the Customer First Centre (CFC) IT Service Desk operations daily to enhance service excellence towards customers, in accordance with contractual obligations as per operational and service level agreements which includes but not limited to Resource planning, People management, Performance management, handling escalations, handling disciplinary issues.

Key Deliverables / Primary Functions

• Coordinate the delegation of duties and tasks to service representatives and operational specialists and monitor the supervision of inbound, outbound and remote telephonic communication with client base.  
• Manage time management of operational staff. 
• Ensure leave balances of operational staff are well managed and kept on low levels in balance with meeting customer contractual obligations. 
• Create standards of work and monitor achievement of team members’ targets and review completed tasks to ensure compliance with service level agreements.  
• Address areas of performance / productivity to maximise efficiencies.  
• Provide or find solutions to escalated queries.  
• Ensure continuous improvement on daily operations are identified and implemented. 
• Ensure that regular training sessions are arranged to transfer skills to team members.  
• Identify and make recommendations on the mitigation of operational risks.  
• Keep abreast of constantly evolving trends in the information technology industry.  
• Liaise with other BCX Divisions to achieve departmental goals and maintain relationships with customers and vendors.  
• Motivate and coach team members to produce desired results, providing advice and guidance on current and new techniques and methods.  

Core Functional Skills & Knowledge

• Customer Experience Management
• Risk Management
• Service Management
• Leading Teams / Team Leadership

Core Behavioural Competencies

• Job Match
• Culture Match
• Deciding & Initiating Action
• Delivering Results & Meeting customer expectations
• Following instructions & procedures
• Leading and supervising
• Working with people

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Technology
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 3 years’ experience in service centre management.

OR

• Grade 12 & 5 years’ experience in service centre management.

Special Requirements / Employment Condition

Drivers Licence and Reliable Vehicle - both required

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Core Description

• Responsible for complex Cloud implementations and collaboration with clients to define their cloud strategy. Ensure optimised customer service all times based on client business requirements. Responsible for provision of technical subject matter expertise in the fulfilment of an expert level consulting role.

Key Deliverables / Primary Functions

• Assess clients' existing IT infrastructure, applications, and processes to determine their readiness for cloud adoption.
• Collaborate with clients to define their cloud strategy, including goals, roadmap, and governance framework.
• Analyze the financial implications of cloud adoption and develop ROI analyses and business cases.
• Identify opportunities for improving efficiency, scalability, and cost optimization through cloud solutions.
• Conduct market research and stay updated on cloud trends, best practices, and emerging technologies.
• Provide strategic guidance and recommendations to clients on cloud architecture, security, and compliance.
• Present findings, strategies, and recommendations to clients in a clear and concise manner
• Deliver Strategic and Thought Leadership to existing and new clients, locally and internationally.
• Ensure Quality Standards are improved and maintained.

Core Functional Skills & Knowledge

• Cloud Native Architecture
• Technology Consulting
• Customer Experience Management
• Product Management
• Analytical and Problem Solving

Core Behavioural Competencies

• Job Match
• Applying expertise & Technology
• Creating & Innovating
• Delivering Results & Meeting customer expectations
• Formulating Strategies & Concepts
• Presenting and Communicating information

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• A minimum of 7 years Cloud experience of which 3 years must be as a Cloud Strategy Consultant, Cloud Architect, or a similar role.
• Experience in conducting cloud assessments, developing migration strategies, and creating business cases.
• Familiarity with financial analysis and ROI calculations related to cloud adoption.

OR

• A minimum of 9 years Cloud experience of which 3 years must be as a Cloud Strategy Consultant, Cloud Architect, or a similar role.
• Experience in conducting cloud assessments, developing migration strategies, and creating business cases.
• Familiarity with financial analysis and ROI calculations related to cloud adoption

Certifications

• MS Certified Solutions Associate MCSA

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Core Description

• To develop and maintain digital solutions for both internal and external clients. This includes: defining, designing, developing, testing, documenting, and maintaining solutions. To provide expert input into defining the digital architecture, standards, and best practices. To lead and mentor multiple development/test teams and drive on-time solution delivery.

Key Deliverables / Primary Functions

• Lead the design, development and implementation of digital solutions, utilizing established processes, tools and technologies that are consistent with existing solutions, infrastructure, and support capabilities.
• Ensure that all solutions are documented so they can be efficiently supported and maintained.
• Troubleshoot, fix defects, and extend the functionality of existing applications and systems.
• Provide expert input into the defining of digital solution architecture and design, development, testing, and maintenance standards and best practices to ensure automations meet business requirements and targets for efficiency.
• Lead automation of internal and external project teams ensuring adherence to digital architecture, standards, and best practices, as well as, on-time solution delivery.
• Identify and communicate project risks and issues to management.
• Facilitate training and guide end users, as well as team members, in design, development, testing and maintenance of automation projects.
• Maintain knowledge of current and emerging technologies/products/trends related to digital solutions development.

Core Functional Skills & Knowledge

• Technology Consulting
• ICT Knowledge
• Software Development Life Cycle (SDLC)
• Project Management
• Digital Transformation
• Process Re-engineering

Core Behavioural Competencies

• Adapting & Responding to change
• Leading and supervising
• Delivering Results & Meeting customer expectations
• Deciding & Initiating Action
• Formulating Strategies & Concepts
• Presenting and Communicating information
• Culture Match
• Job Match

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce

• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 5 years of experience in digital system and application design and development.
• More specific in a Microsoft development environment with technologies such as :
• Virtual machines
• VB Scripting
• SSIS and SSRS
• SQL scripts/code
• OR If Highest Qualification is Grade 12,
• 7 years of experience in digital system and application design and development is required
• More specific in a Microsoft development environment with technologies such as :
• Virtual machines
• VB Scripting
• SSIS and SSRS
• SQL scripts/code

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Core Description

• To oversee and direct the management of infrastructure services to ensure synergy between contractual obligations and the service delivered to the customer. Responsible for planning, managing and directing Systems Integration consultancy which provides company technologies, systems and processes to assigned customers to enable them to gain competitive advantage.

Key Deliverables / Primary Functions

• Contribute towards the Service Management strategy and define the SIM service strategy for the customer to ensure the successful implementation of the strategy to achieve business objectives. 
• Oversee service management in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
• Lead the resolution of escalated incidents and monitor post-resolution follow-ups to ensure issues have been adequately addressed.
• Contribute to the development of service schedules and manage the maintenance of service level agreements (SLA’s) and operational level agreements (OLA’s).
• Develop and manage the implementation of processes and procedures to deliver on services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to customer.
• Manage and/or oversee multiple, large-scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements. Provide detailed guidance to project teams on all service management issues.
• Manage the identification and mitigation of operational risk within their customer.
• Manage the annual budget and forecasts within financial guidelines for the specific customer, directing and coordinating activities to achieve revenue and cost containment targets.

Core Functional Skills & Knowledge

• Project Management
• Service Level Agreement (SLA) Management
• Contract Management
• Finance and Budget Management
• Risk Management
• Customer Relationship Management (CRM)

Core Behavioural Competencies

• Job Match
• Culture Match
• Deciding & Initiating Action
• Working with people
• Planning & Organising
• Delivering Results & Meeting customer expectations
• Writing and Reporting
• Persuading and Influencing

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Business
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage
Experience

• 5 years’ IT Service Integration Management experience, of which 2 years is at a management/supervisory level.
• Alternatively, 7 years’ IT Service Integration Management experience, of which 2 years is at a management/supervisory level.

Certifications

• ITIL

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Core Description

• Responsible for the advanced operational support of the MCoE infrastructure monitoring platforms (Entuity, SCOM, SolarWinds and/or other monitoring technologies). This includes enhancing and improving the platforms into a mature monitoring solution and support in troubleshooting/investigations of major Incidents.

Key Deliverables / Primary Functions

• Contribute towards the overall MCoE Solution strategy and innovation thereof, including the MCoE strategy and roadmap.
• Support of the major monitoring platforms which include troubleshooting, installations, patching and full-scale deployments.
• Identify and mitigate Technology, Commercial and Delivery risks in proposed solutions.
• Engage with external stakeholders, along with BCX OEM’s, to understand and shape client strategy and requirements and subsequently present solution proposals to those clients.
• Participate and improve on overall MCoE process.
• Collaborate with and facilitate efficient engagement between and within BCX Divisions with regards to infrastructure monitoring solutions.
• Establish and enhance relationships and network with partners, customers, and vendors
• Maintain Certifications of Core Technologies in MCoE

Core Functional Skills & Knowledge

• Database Management
• Infrastructure Deployment
• Infrastructure Development& Support
• Infrastructure Management

Core Behavioural Competencies

• Applying expertise & Technology
• Culture Match
• Delivering Results & Meeting customer expectations
• Formulating Strategies & Concepts
• Job Match
• Planning & Organising
• Relating and Networking

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Engineering or Computer Science
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 5 Years’ experience with advanced monitoring tools (Entity, TrueSight, CiscoPrime or DNA, Broadcom DX Technologies, SCOM Etc)

Or

• If highets qualification is grade 12, 7 Years’ experience with advanced monitoring tools (Entity, TrueSight, CiscoPrime or DNA, Broadcom DX Technologies, SCOM Etc)

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Core Description

The Senior Specialist is a key team player within the Change Management function and will be the thought-leader in contributing to Change Management capability at BCX. The Senior Specialist is responsible for interpreting the framework for governing, structuring and implementing Change Management, to increase organisational change maturity.  This includes the embedding of processes and tools and providing change coaching to company line leaders and wherever else deemed necessary.  The Senior Specialist is tasked with contributing towards developing a change management mind-set within BCX and developing internal change capability – strategically, tactically and operationally.

Key Deliverables / Primary Functions

• Articulate and drive an enterprise-level Change Management strategy for change initiatives within scope
• Track and manage the Change Management programme, providing insight at a tactical and strategic level
• Identify, plan and execute the funding model: measures, costs, benefits, volume, reporting, resources, efforts, etc.
• Provide coaching to Sponsors and Line Leaders
• Own and maintain the Change Management methodology and tools
• Manage resources in order to provide consultative and where required, direct support, to project teams
• Contribute to the Change Management Community of Practice
• Manage and monitor communication in cooperation with marketing to communicate change
• Manage and monitor the training required to effect identified change
• Influence the change agent network to drive change and a tactical and operational level in the organisation

Core Functional Skills & Knowledge

• Strategic Planning
• Organisation Development
• Building/growing an Enterprise Change Management capability
• Broad application of change theories
• Multiple Change Management methodologies and application of process tools
• Portfolio, programme and project management
• Workshop design and facilitation
• Training design and delivery
• Flexibility and creativity

Core Behavioural Competencies

• Decision Making
• Communication and Impact (Observed throughout the interview process)
•  Meeting the customer expectations
•  Developing and implementing strategy
•  People -Team Leadership

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Human Resources

Additional Qualification preferred or advantage

• NQF 8: Honours Degree/ Post Graduate Diploma in Human Resources or Psychology/Industrial Psychology

Experience

• If relevant degree, a minimum of 7 years’ experience.
• If Grade 12 only, a minimum of 9 years’ experience. 
• A high degree of practical experience in running change initiatives (minimum 10 years) at a Portfolio or Programme level in complex large organisations with engagement at all levels of the organisation.

Certifications

• Possession of Prosci's Change Management
• Project management certification will be an advantage

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

• Interacts with top management / EXCO/ Subsidiary Board as well as various stakeholders within BCX, on various levels of management

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Core Description

• Installation and support of core infrastructure components i.e., servers and storage (SAN) and Azure Cloud. To provide specialised technical support (technology specific) and guidance through high level analysis, diagnosis and problem solving.

Key Deliverables / Primary Functions

Support, maintain and configure the various components and deliverables to sustain a stable data processing environment.

• Support, maintain and configure the various components and deliverables to sustain a stable data processing environment.
• Maintain Call Management systems
• Maintain Computer Room diagrams
• Perform corrective actions or trends (CAR’s, RCA’s, OSA’s)
• Implement Business Standards (Corporate regulations, ICT policies and standards, BSIM processes and procedures)
• Liaise with and assist 3rd party service providers such as: sister business unit partners (Support Services, BCX Communications, Cloud Platform Solutions, external 3rd Party Service providers, etc)
• Ensure client satisfaction KPI’s and customer expectations are met

Core Functional Skills & Knowledge

• Cloud Computing
• Hardware Troubleshooting
• Infrastructure Deployment
• Microsoft Azure

Core Behavioural Competencies

• Job Match
• Applying expertise & Technology
• Analysing
• Coping with pressures & setbacks
• Following instructions & procedures
• Delivering Results & Meeting customer expectations

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology
• NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

• 3 years’ experience in IT Infrastructure support

Or

• 5 years’ experience in IT Infrastructure support

Certifications

• HPE Server Hardware certified
• MCSE (Server 2016)
• Linux certification
• Azure Certification