SUMMARY:

This exciting opportunity exists in our Information &
Technology, Infrastructure Services team based at our Kenilworth Office Park in Cape Town. We are looking for an I&T Network Infrastructure Service Delivery Analyst (SDA) to maintain and ensure an optimal Enterprise Network Infrastructure environment.MINIMUM REQUIREMENTS:

5+ years’ relevant, demonstratable experience in a service delivery environment

ITIL Accredited Certification

Network Accredited Certification

Management experience in outsource/co-sourced environment with knowledge of network technologies and processes

Experience in engaging at both the technical and managerial layers

Experience in supporting/maintaining network infrastructure

Experience in managing vendor support contracts (SLA and Commercial)

Experience in service desk technologies advantageous

Experience in telephony environments

Experienced in managing project handover and instituting supportable processes

General IT industry knowledge / awareness

Deep understanding of Network technologies

Good understanding of and the ability to manage in an outsourced, complex environment

Understanding of retail application and technical architectures

Ability to work remotely and on site, with own transport and connectivity infrastructure



DUTIES AND RESPONSIBILTIES:

Facilitate interactions between service providers and internal service team to resolve problems or improve service in the Network Infrastructure division

Setting up and facilitating weekly/monthly operational and ad hoc meetings with Infrastructure 3rd party Vendors

Identify, own and manage risks

Escalations Management - handling of issues and communicating to users

Follow and implement Service Management responsibilities as per ITIL guidelines

Own and manage domain as subject matter expert

Understand and translate budgets and costs

Ensure agreed key messages are communicated

Identify, initiate and execute opportunities for improving service delivery processes

Ensure delivery against agreed service levels

Partner engagement and management

Ensure continuous improvement and visibility for domain area

Be part and present changes for CAB approval

Ensure concise reporting is in place for efficient and effective management

Plan and manage budgets within domain of responsibility