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IT Environment Manager
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General Details
Location:
Advertised By:Agency
Company Name:Deka Minas (Pty) Ltd
Job Type:Contract
Description
Responsibilities:
• Build and maintain professional working relationships with all stakeholders displaying excellent abili6es to ini6ate dialogue listen advise influence and negotiate to achieve win-win outcomes.
• Initiate meetings with key stakeholders to track progress manage expectations and ensure stakeholders requirements are delivered.
• Preserves relationships despite airing conflicting views and seeks mutual gains when addressing conflicts.
• Anticipates consequences and adapts problem solving based on continual feedback.
• Act speedily to resolve problems queries and complaints.
• Adapt communication styles to meet the needs of different audiences.
• Research and identify ongoing issues and trends.
• On request from any stakeholder work with relevant parties to provide oversight and support regarding changes to an application. Once the change has been finalised deploy into the testing environment. Support and oversee the testing of the change. Once signed off deploy into the live environment and provide ongoing monitoring and support. During the process resolve communicate and as required escalate any issues or bottlenecks that arise.
• Ensure that changes are deployed in a controlled manner in accordance with relevant regulations policies and procedures.
• Monitor the application to ensure it performs optimally within acceptable parameters. Investigate diagnose resolve and or appropriately escalate problems. Provide client...
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Id Subtitle 1242761409
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Deka Minas (Pty) Ltd
Selling for 2+ years
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PURPOSE OF THE POSITION
This role is within the Micros support department of Micros South Africa, providing support on the Micros products from database configuration, front end configuration, 3rd party assistance and operating system. Ensuring at all times that the company’s process and control measures are adhered to.
PRIMARY RESPONSIBILITIES FOR THE ROLE
· To provide telephonic / remote / onsite support for all Micros products
· Clients on ‘Stop-Support’ are not to be support without the authorization by Management.
· To ensure accurate and timely updates of logged support issues one the in-house call logging system.
· To be aware of escalation procedures as communicated from time to time. Escalation procedures may vary for corporate accounts.
· To make sure the billing process is adhered to with regards to chargeable calls and managed with the help of account managers and projects. *
· Be responsible for interaction with customers via email, telephone etc.
· Research and test problems to confirm, isolate and identify what caused the problem and solutions. When unable to resolve problems, escalate to the correct channels.
· Maintain all documentation required by Micros.
· Assist with the occasional implementing, testing and writing of any documentation that may be required.
· Test and troubleshoot new versions prior to release.
· To employ sound decision making when dealing with customer support issues. i.e. escalation, resolve customer issues in the most efficient manner, in the shortest possible time.
· To maintain effective communication with our customers at all times, through a planned program of scheduled telephonic conversations and meetings.
· Inform the relevant account managers of support/maintenance issues regarding their clients.
· Attend any relevant training course which is set to improve knowledge on the company’s or associated applications
· Prioritizing numerous issues of varying severity & service levels and dealing with them accordingly.
· Collaborating extensively with peers and other teams to drive problem resolution and contribute in growing the knowledge
· Logging and managing support cases with 3rd parties.
· Dealing with all historical cases – cases include configuration changes, training cases and balancing queries.*
· Will be responsible for support installs this would include new credit card installs and other installs deemed necessary.*
· Scheduled patch installs.*
· Support issues with regards to new database role outs.*
· Make sure cases are updated and SLA is kept on the cases owned by the individual.*
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PURPOSE OF THE POSITION
The purpose of this position is to provide assistance, advice, problem solving and technical information to internal and external customers regarding the use of the iManage and Co-Flo software applications.
DAILY RESPONSIBILITIES
Provide iManage and Co-Flo technical support to internal and external clients. Application Support Technicians are members of the customer support team that troubleshoot iManage and Co-Flo applications, document issues and resolves conflicts. Assist users in troubleshooting issues to identify potential resolutions and advise end users on the necessary steps to achieve solutions. Contribute to the support team knowledge library for continuous improvement.
Primary Responsibilities
Provide 1st line iManage and Co-Flo telephonic and email support to customers.Provide technical product knowledge and support on the iManage Document Management System and Co-Flo developed software for our rapidly expanding client base.Have a solid knowledge of Co-Flo and be able to communicate with knowledge and confidence to clients about our products and how they have been implemented at their site.Ensure tickets are logged in the Support System (HALO) and maintain updates and information in line with procedures.Ensure resolutions of tickets on the Support System and other calls assigned.Ensure that all tickets in the Application Support Team “unassigned” queue are assigned to the correct tech.Follow up with customers to ensure the issue has been resolved.Work closely with the management of the business to ensure swift escalation of client issues where appropriate.Research and identify solutions to client technical problems.Perform and complete system health reports.Work with the project team on implementation tasks.Monitors, resolves and escalate iManage and Co-Flo server related active issues on N-Central.
Duties and Accountabilities
Report to and take direction from the Support Manager.Ensure the call queue is managed efficiently and in a timely manner.Respond to issues raised from clients promptly guided by SLA timelines.Engage with our clients in a pleasant and courteous manner.Display initiative in your role.Provide technical training to the other members of the team on key application areas.Document ticket solutions to build the knowledge library
Additional Responsibilities
Occasionally weekend or after-hours work may be required.Respond to high priority calls out of hours if required.
Mandatory Qualifications
MatricMicrosoft Certifications
Microso...
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JOB PURPOSETo supervise the performance of the packaging departmentJOB FUNCTION• All items are counted, packaged according to customer’s request and correctness of Production Edit Lists is checked• Crates/pallets and packaging consumables are ordered in time• Accurate stock records are maintained as per JDE, pick slips are received, printed and handed over in time• Completion of orders from different areas are coordinated as required• Maintain a 4 hour picking turn-around time and a 24 hour packaging turnaround time• Correctly complete packaging and export checklists• OSH ACT is implemented as per standard requirements, all non-conformances are managed and incidents, near missed and innovations are loaded• Housekeeping as per departmental standards• Quality standards are maintained, PPE is maintained as required and any issues are recorded• Daily shop floor planning as per schedule supplied• Week-end shifts are organised as required• Company HR and Disciplinary policy is adhered to, daily MDW1 meetings are held with team and feedback provided to Superior• Planning and scheduling of driver deliveries and collections, assist with transport requests within 24 hours and ensure that vehicle is serviced at regular intervalsQUALIFICATION• Grade 12• Supervisory qualification will be an advantageREQUIREMENTS• 5 years’ experience in a production environment• Problem solver, displays safety awareness, attention to detail, good communication skills, quality orientated, good planning and organising skills• Proficient in Microsoft Office Suite (MS Word, MS Excel and MS Outlook) and JDE would be advantageous• Displays knowledge of raw materials, production processes and other techniques for maximising theeffective packaging of goodsIf candidates are not contacted by
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The incumbent the ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise. The ability to analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports. Engage and list to current challenges in the team/business and use expertise to Trouble shoot issues in order to provide workable solutions. The ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedily, Perform quality assurance based on the specialized requirements of the role. Should be able to ensure strong stake holder management into Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeously.
Areas of Responsibilities
Timeous Reponses to Queries:
Identify the source of the complaint by identifying all parties to a complaint, and direct that the relevant information be sought from all parties.Accurate query response within the stipulated timelines.Have good problem solving capabilities.
Record Keeping/Filing:
Record/track complaints and determinations received from the PFA, FSCA and other sources.Have a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant Authorities.
Reporting:
Controlling the outcome of PFA determinations issued and ensuring adherence.Provide a weekly report/update of all complaints to Management.Provide monthly reports for the relevant stakeholders.Be able to deal with Board of Trustees and other stakeholder enquiries.
Time and Quality Management
Meet production standards in terms of quality and quantity.Ensure written and verbal communication (internally and externally) is dealt with professionally and within the agreed service level agreements.
KPI :
Investigation of Pension Funds Adjudicator (PFA) complaints
Respond to PFA/FSCA complaints in respect of the different Funds Administered by SALT EB within the prescribed timeframes.Draft eight responses per day, forty per week and one hundred and sixty per month.Timeous implementation of OPFA determinations.Ensure that responses to PFA and other stakeholders are of high-quality standard, furthermore, to ensure that supporting documents relate the drafted response.Attend to PFA queries relating to responses/Attorney and member queries.
Record keeping:
Recording of new complaints and determinations for reporting purposes to EXCO and relevan...
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