4 дня назад
Specialist: Escalation & Problem Management
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Specialist: Escalation & Problem Management (Major Incident and Problem Management): Coordinating complex customer-impacting incidents and recurring failure investigations with an accent on operational risk, root cause analysis, and customer experience. Focus on leading war rooms, translating operational data into executive insights, and implementing corrective actions that improve service resilience and reduce repeat incidents.
Location: Bellville, South Africa
Company
is a telecommunications company focused on customer experience, service resilience, and operational performance.
What you will do
- Lead the end-to-end coordination of complex and major customer-impacting incidents, including severity assessment, escalation, customer treatment, communication, recovery tracking, and post-incident reviews.
- Coordinate root cause investigations, track corrective and preventative actions, and escalate unresolved operational risks.
- Monitor customer channels, digital journeys, contact centre systems, operational platforms, and network indicators to identify emerging service risks.
- Analyse operational and customer data to identify trends, anomalies, contact drivers, and service risks, then prepare executive-level insights and recommendations.
- Drive service improvements involving customer treatment, call deflection, monitoring, automation, digital journeys, and operational processes.
- Provide operational guidance and coaching while coordinating stakeholders, strengthening procedures, and managing team rosters for business continuity.
Requirements
- Matric is essential.
- A relevant diploma or degree in Business Management, Information Systems, or Business Analysis.
- At least 3 years of experience in Nerve Centre or Fault Management, Customer Care or Contact Centres, 2nd line Support, and stakeholder engagement.
- Advanced problem solving, critical and analytical thinking, major incident coordination, problem management, and root cause analysis.
- Experience with operational risk management, customer-impact assessment, conflict management, negotiation, and continuous improvement.
- Knowledge of Contact Centre systems such as ICAP, EPPIX, Morpheus, or Genesys Cloud is preferred.
Nice to have
- Crisis and Fault Management knowledge.
Culture & Benefits
- Competitive benefits and incentive programs.
- Retirement funds, risk benefits, and medical aid benefits.
- Cell phone and data benefits.
- Fibre connection discounts and staff discounts through partner companies.
- Commitment to diversity, inclusion, and equal opportunity.
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