Sybrin is a leading IT software development company specialising in innovative solutions tailored to meet the evolving needs of businesses across various sectors. Our mission is to empower businesses with cutting-edge technology solutions that drive efficiency, enhance customer experiences, and facilitate growth.
-Matric
-Minimum 2 - 3 years’ experience in IS Service Management
-Courses / Diplomas in IS Service Management (ITIL, COBIT, ISO9001)
Service Level Management
-Demonstrate understanding of SLA contracts and responsibilities in place with customers.
-Take accountability and act with urgency in resolving issues within SLA timeframes.
-Follow escalation procedures where allocated support teams cannot resolve issues.
-Proactively manage SLAs, keeping technical teams informed of tickets approaching breach.
-Investigate and report on SLA breaches to establish root causes and corrective actions.
-Conduct SLA reporting and present SLA data to customers during service review meetings.
-Effectively take minutes and track and manage outcomes.
Change Management
-Document and management of changes under the guidance of senior team members.
-Understand the reasoning behind change requests and their impact.
-Ensure profitability of changes within the coordinator’s scope.
-Follow invoicing and recognition guidelines and be accountable for change finances.
-Apply change management principles and guidelines.
-Ensure CAB compliance for effective change management.
-Ensure timesheets compliance and accuracy on changes.
Incident Management
-Coordinate with internal stakeholders, customers, vendors, and business units to resolve incidents.
-Manage non-complex feedback and incident reports, ensuring accurate categorization.
-Seek guidance on suspected major incidents to ensure proper escalation within a timely manner
-Identify recurring issues and coordinate corrective measures to prevent re-occurrence.
-Manage the first line of customer escalations, ensuring effective traction and updates.
-Audit incident closure codes on the IMS and hold team members accountable for accurate documentation.
Customer Service Support
-Act as a primary contact point for customer support follow-up and logging of requests.
-Hold Sybrin Helpdesk accountable and validate procedures and best practices.
-Provide timely responses and allocate unresolved issues appropriately.
-Manage SLA, change, and service-related meetings with customers.
-Drive and document Voice of Customer (VoC) discussions and actions.
-Track and report on CSAT, NPS, and VoC outcomes, ensuring corrective follow-up.
-Support the creation and maintenance of customer-facing documentation.
High Priority / Severity Management
-Coordinate investigation and resolution of high severity issues.
-Follow Sybrin best practices for priority incident handling.
-Draft, review, and submit Root Cause Analysis (RCA) documents in business-friendly terms.
-Maintain communication with stakeholders during incidents as per policy guidelines.
-Implement and track preventative measures for critical clients.
-Identify and propose operational improvements within Service Delivery.
-MS Office 365 (Word, Excel, Powerpoint).
-Document writing skills (often write up CRs and Processes).
-Presentation skills / PowerPoint.
-ITIL framework. SNOW / JIRA incident management systems.
-Planning & Organizing
-Problem Solving
-Flexibility
-Interpersonal Relations
-Accountability & Dependability
-Time Management
-Development and Continual Learning
-Attention to Detail
-Self-Starting / takes Initiative.
-Customer Service / engagement / Management
-Patience
-Empathy.
-Organizing skills.
Prioritization skills
-Analytical thinking skills
-Willing to support and be available 24/6.
-Working knowledge of the principles in ISO 9001:2015 (Quality Management System), ISO/IEC 27001:2022 (Information security, cybersecurity, and privacy management System), ISO/IEC 27701:2019 (Privacy Information Management System), POPIA, GDPR
Sybrin is a leading global provider of solutions for the financial services, insurance, and telecommunications industries. Everything we deliver is based on our specialist; first-hand knowledge of complex solutions complemented by 30+ years of industry experience. We focus on developing, implementing, and supporting end-to-end systems through the Sybrin Platform using low-code technology.
We have provided solutions across Africa, the United Kingdom, and into the Middle East, servicing these solutions from our strategically located international offices, giving our customers a competitive advantage. Sybrin remains united in our mission and focused on our commitment to customers. Our corporate governance is well-rounded and balanced through our breadth of global perspective and executive experience.
In addition to system design, implementation, and integration, our service offering includes specialised custom software development, hardware supply, digital advisory services, 24/7 support, and training. Our innovative solutions – such as Identity and Onboarding, Payments Processing and Clearing, Customer Communications and Experience Management, Document Management, Case Management, and Fraud Risk Management – are tailored to your specific industry, region, and requirements to facilitate your digital journey.
We have sold 800+ systems across a broad spectrum of industry verticals and our solutions are currently deployed in more than 20+ countries worldwide at 100+ customers.
Sybrin was acquired by the 1K1V and Crossfin Consortium in 2020. This enabled significant additional leverage and valuable insight into the South African, African, and U.S. markets, providing a bridge between the two continents with tremendous opportunities that will open economic opportunities for cross-border collaboration and technological innovation.
