Responsibilities and qualifications for the role.

Responsibilities

• Ensure control of the incidents / Service Requests are in line with SLAs
• Act as the principal contact for incidents / escalations / updates in Durban
• Define and Deliver process improvements aligned with best practice and business objectives
• Ensure team have resource available to support business operations
• Manage the relationship with our clients around incident management
• Build and maintain effective internal and external relationships always representing your function in a professional manner
• Manage effective and timely communication around ongoing technical issues internally and externally working with internal technical teams to ensure accuracy of information
• Ensure all SLAs are defined met and escalated appropriately to 3rd line
• Provide the SD KPI Dashboard on a weekly basis for Durban
• Build strong effective ...