Job Description

Minimum Requirements:

• Matric, Diploma or Degree
• National Diploma: Information Technology (Required)
• 5 - 10 years of progressive, professional experience with Cisco Architecture
• Cisco - High level certifications (Architect)
• Architecture specialisation
• CCIE or equivalent certification(s)
• ITIL - advantageous
• Demonstrated skills, knowledge and experience in Architecture
• Detail orientation, proven organisational skills and high degree of accuracy
• Working knowledge of relevant local labour legislation
• Practical knowledge of remuneration
• Strong oral and written communications skills
• Excellent negotiation skills
• Experience of partnering with line management and the Architecture team to produce long term Architecture strategies
• Good knowledge of Architecture systems
• An understanding of employee engagement that is beyond the theoretical and can demonstrate it with practical examples of how to improve it in the workplace
• Excellent prioritisation skills
• Strong influencing and conflict resolution skills
• Excellent practical knowledge Human Capital Management theories and principles
• Strong practical knowledge of all areas of Architecture: change management, performance management, learning and development, workforce planning, Architecture analysis, tender development and input
• Ability to maintain supreme levels of ethical behaviour and confidentiality
• Strong management skills
• Strong analytical and problem-solving skills
• Ability to work independently and within teams
• Ability to initiate/manage cross functional teams and multi-disciplinary projects
• Ability to identify opportunities for improvement
• Ability to impart and share knowledge and skills
• Ability to work in a fast-paced environment and under pressure

Responsibilities:

• To provide guidance and support on network solutions, and the associated services
• Ensure that you assigned team attends to all calls in timeously and effectively manner to the satisfaction of the customer
• Ensure that all requests for assistance received via the company Service Desk are attended to accurately and efficiently
• Where required, to provide customers with updates or feedback on calls that is logged on the call logging system
• Manage escalations
• Monthly Client meetings
• Monthly reports to clients and management
• Attend to War Rooms
• Assist Network team to meet identified SLAs
• Actively support team on common goals and participate in high team performance
• Provide 24x7 technology platform and customer support on a rotating basis
• Continuous broadening of own technical skills and problem solving
• Ensure team members maintain current certifications and future required certifications
• Engaging in formal and informal knowledge transfer
• Time management in accordance with Customer service requests and SLA
• Ensure that Network Solutions are monitored and proactively managed to required service levels and administered for the customer
• Manage all assigned staff on AOT
• Perform Performance appraisals
• Attend to staff performance improvement plans when required to.
• To perform high level support for day to day operations to your assigned team members
• Oversee / Attend to OEM interventions when required on Network equipment
• Management of customer expectation and perception
• To successfully complete all training and to maintain certification requirements to fulfil job specifications
• Standard Operating Requirements
• Complete all Incidents within SLA requirements
• Coordinate service request resolution
• Skills Transfers
• Manage Team members
• Manage OEM Certifications
• Identify Training requirements with in your team and the wider network team
• Arrange and have regular Workshops
• Monitor and have Regular firmware upgrades completed for SLA Clients
• Build and guide a high performing team by providing leadership, role clarity, training and career development
• Ensure open communication channels with staff and implement change management interventions where necessary
• Develop and implement a training plan in order to build and develop skills within the team
• Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive a continuous improvement philosophy
• Actively participate in leadership team and develop skills of own team
• Promote a company centric and partnership approach to develop strong relationships with other working groups and ensure adherence to Group governance.
• Closed calls (Incidents) within specified priority times (SLA) by the team target 100%
• All requests and Projects completed on time by the team - Due Date
• Make sure that all calls are updated timeously and with full accurate details