Job Description

Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span across industries such as financial services, TMT (Telecommunications, Media and Technology), Education, Healthcare, Retail, Government, Manufacturing and Professional services. Our focus is to engage in the dynamics of our customers\' vertical markets and apply the skills of our employees in modernising key digital pillars, Data centres and Cloud services, Security and Network Infrastructure, Workspace communications and collaboration, Data and information strategies, and IT operations modernisation.

Logicalis Group has an annualised revenue of over $1.7 billion, from operations in Europe, North America, Latin America, Asia Pacific and Africa. It is a division of Datatec Limited, listed on the Johannesburg Stock Exchange, with revenues of over $4 billion.

As we continue to grow as a business, our people are our key differentiator with our competitors, and developing and retaining our talent is a key priority for all of our businesses. We will recommend that you watch this short video with input from our employees around the world.

Logicalis - A Great Place to Work

Accountabilities:

• Point of Contact for Logicalis customers and be available for all major operational events and escalations.
• Driving Day-2 team on technical grounds to align with customer expectations and committed timelines
• Having a meticulous eye for details towards planning, monitoring and delivery of operations tasks timely and successfully.
• Understand the support contract types for each customer and deliver service based on their agreed scope and SLA.
• Understand the process and practices related to support Tools, Templates and Standard Operating Procedures.
• Building relations with vendors and partners for product support problems and managing customer expectations accordingly.
• Driving all escalations on technical grounds and manage customers accordingly for the resolutions.
• Maintain team bonding with all the support engineers and mentoring on support delivery.
• Build and develop standard operating procedures, technical documentation, knowledge base.
• Work closely with GNC Day 2 team to facilitate the fast respond and resolution of all opened incident tickets based on the severity and agreed SLA for each severity.
• Ability to conduct post-mortem and root cause analysis to clearly identify the issue and develop prevention plan/strategy is a key requirement.
• Proficient in producing RCA reports for all high severity/priority incidents and presenting customer with confidence.
• Conduct weekly and monthly service review sessions with customers and recommend areas of improvement.
• Involve actively with cross-function teams to engage and co-ordinate to represent Logicalis as One and improve support functionality.
• Constantly find ways of improvement for both internal and external parties

The Individual and their Experience:

• Degree in IT or relevant discipline with at least 5 years of Service Delivery experience in the IT industry
• Intermediate level of understanding on Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, NAC, etc.
• Proven track record of leading operations and customer management with effective communication and presentation.
• Strong, smart-working attitude with ability to work well under pressure and high demanding customer environment during crisis.
• Ability to clearly articulate technical issues to both technical and non-technical audiences, executives and explain their impact on business both Logicalis and customer management.
• Out-of-box thinking is mandatory during escalations to manage customer, vendors, technical teams for setting right expectations and finding quick resolutions.
• Proficient in communicating and written skills in English
• Proficient in writing Incident Reports, RCA and general reporting for QBRs.
• Good understand of Microsoft Azure cloud technologies
• Candidate with ITIL Foundation certified.

Interested Application kindly please submit your application with your expected salary and notice period to be considered for the role.

We regret that only shortlisted candidates will be notified.

As part of any recruitment process, we collect and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations. By applying to this post and sending us your resume, you agree to the collection, use and/or disclosure of your personal data in the manner as set out in our Data Protection Notice for Job Applicants which can be found

Logicalis is committed to protecting your privacy.

Additional Information

Career Level

Senior Executive

Qualification

Bachelor\'s Degree

Years of Experience

5 years

Job Type

Full-Time

Job Specializations

,

Company Overview

Logicalis is an international IT solutions and managed services provider with a breadth of knowledge and expertise in communications and collaboration; data centre and cloud services, and managed services.

Logicalis employs over 4,000 people worldwide, including highly trained service specialists who design, specify, deploy and manage complex ICT infrastructures to meet the needs of almost 6,000 corporate and public sector customers. To achieve this, Logicalis maintains strong partnerships with technology leaders such as Cisco, HP, IBM, CA Technologies, NetApp, Microsoft, VMware and ServiceNow.

The Logicalis Group has annualised revenues of $1.6 billion, from operations in Europe, North America, Latin America and Asia Pacific, and is fast establishing itself as one of the leading IT and Communications solution integrators, specialising in the areas of advanced technologies and services.

Logicalis is an international IT solutions and managed services provider with a breadth of knowledge and expertise in communications and collaboration; data centre and cloud services, and managed services.

Logicalis employs over 4,000 people worldwide, including highly trained service specialists who design, specify, deploy and manage complex ICT infrastructures to meet the needs of almost 6,000 corporate and public sector customers. To achieve this, Logicalis maintains strong partnerships with technology leaders such as Cisco, HP, IBM, CA Technologies, NetApp, Microsoft, VMware and ServiceNow.

The Logicalis Group has annualised revenues of $1.6 billion, from operations in Europe, North America, Latin America and Asia Pacific, and is fast establishing itself as one of the leading IT and Communications solution integrators, specialising in the areas of advanced technologies and services.

Additional Company Information

Registration No.

199904441C

Company Size

51 - 200 Employees

Average Processing Time

28 days

Industry

Consulting (IT, Science, Engineering & Technical)

Benefits & Others

Dental, Miscellaneous allowance, Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts), Team bonding activities

Company photos

1/5

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