BCX

Service Delivery Specialist – Escalation Management

BCX

full-time

Posted on:

Location Type: Office

Location: Midrand • South Africa

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About the role

  • Managing the lifecycle of problems and escalations to minimize the impact of incidents and prevent recurrence.
  • Effective root cause analysis and timely resolution of critical issues.
  • Strong communication with stakeholders while maintaining compliance with ITIL processes and organizational standards.
  • Identify, document, and manage problems and escalations from both business and IT perspectives.
  • Investigate and diagnose root causes of incidents and problems, coordinating with technical teams for resolution.
  • Analyze incident and problem data to identify trends and implement preventive measures.
  • Ensure all problems and escalations are tracked and managed according to established procedures.
  • Escalate critical issues promptly and maintain visibility with senior management and stakeholders.
  • Coordinate implementation of fixes, workarounds, and permanent solutions.
  • Maintain JIRA administration and ensure accurate documentation of all activities.
  • Participate in post-incident reviews and contribute to continuous improvement of problem management processes.
  • Stay updated on relevant technologies and industry best practices.

Requirements

  • NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology OR NQF 4: Grade 12
  • 3 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.
  • 5 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.
  • ITIL Professional Memberships in Relevant Industry
Benefits
  • Valid Drivers license
  • Ability to work extended /long hours as and when required
  • Willing to travel
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
root cause analysisincident managementproblem managementtroubleshootingdata analysisITIL processesdocumentationJIRA administrationpreventive measurescontinuous improvement
Soft Skills
strong communicationstakeholder managementcoordinationvisibility managementteam collaborationorganizational standardsproblem-solvinganalytical thinkingadaptabilityattention to detail
Certifications
ITIL Professional Membership