Service Operations Administrator

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

On the other hand, Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and were committed to delivering reliable, jargon-free solutions that drive your success.

About the role

The Network Operations Administrator provides both a service management and administrative function to the PSG business unit within Reflex. The role is very key to coordination of support, projects and tickets. This role requires a proactive and results-driven individual with a background in telecommunications or ICT services experience.

Key duties and responsibilities:

Service Management

• Drives and coordinates the day-to-day calendars of engineers between support and projects requirements.
• Establish and maintain Service Level Agreements (SLA) with internal and external customers and ensure the SLA standards are maintained
• Ensures all support queries and issues are managed proactively and effectively with daily updates and ensures resolution within SLA time frames.
• Handle escalations from the other PSGs, service providers and clients
• Ensures all escalations are addressed timeously and all communication to customers or account managers are proactive and continuous.
• Ensure all P1 alerts have been acknowledged and escalated as needed.
• Works closely with the stakeholders to ensure all project tasks are scheduled and tasks are fulfilled in time and with accuracy.
• Works closely with other business units and Account Managers to deal with inter-business unit requests, issues, or projects.
• Work with others to create, develop and maintain business continuity
• Assist in developing policies and procedures to meet service expectations and quality for network operations.

Administration

• Assist in taking and maintaining minutes for internal operational and strategy meetings.
• Assist in managing various 3rd party suppliers regarding operational escalations, billing management and queries or project related tasks . Assisting in billing administration for the PSG.
• Provide administrative support, including managing support tickets, scheduling meetings, and preparing reports.

Coordination and Scheduling

• Day to day operations and co-ordination of engineers
• Recommend and supervise various personnel actions including, but not limited to scheduling for projects and service deliverable tasks.
• Oversee inventory management of project stock, consumables, and other non-stock items.

Education, Experience and Skills:

• Excellent computer skills (Excel, Word, PowerPoint, Outlook, Teams, PowerBI)
• Must be able to communicate clearly and well to internal staff and customers.
• Attention to detail and high level of accuracy.
• Planning, organising and time management skills.
• Team player
• A professional appearance and approach
• A responsible individual who adopts a results drive approach.
• Ability to work well under pressure Other Information Any other specific professional membership or certification that would be advantageous?
  • TIL4 Foundation
  • Project Management
  Is there any specific industry experience that will be of benefit or is preferred? If so, please provide details.
  • 3 - 5 years experience in administrative/service delivery/project management role

Information :

• Company : Reflex Solutions (Pty) Ltd
• Position : Service Operations Administrator
• Location : Johannesburg, Gauteng
• Country : ZA