Digital Operations & Support Manager (Gauteng)
Reference Number: Digital32021
Work Level: Skilled
Job Type: Permanent
Salary: Market Related
EE Position: Yes
Location: Gauteng
Description
- We have an exciting vacancy in our Digital Team for a Digital Operations & Support Manager, reporting to the Digital Technology Manager. This role will Support operations for the KFC Digital channels (Kiosk, e-commerce, delivery) and this will include the following:
- Being a single point of contact for digital operations in the business
- Managing the technology monitoring and troubleshooting across hardware, software and security using in place vendor support models to ensure uptime of digital touchpoints and resolution of customer queries from associated touchpoints
- Performance reporting on services and systems (according to SLA’s)
Trouble ticket management
Continuous improvement via input from business owners and customers to optimise and improve existing solutions
Key Responsibilities:
Technology monitoring and troubleshooting across hardware, software and security using in place vendor support models
Performance reporting on services and systems (according to SLA)
Trouble ticket management
Continuous improvement via input from business owners to optimise and improve existing digital solutions
Software release management and roll-out of all digital enhancements and new services
Requirements
Qualifications:
Technology degree/diploma in Engineering, IT or Computer Science
Knowledge of project management
Experience:
At a minimum 5 years experience in:
IT infrastructure support
Software development lifecycle
CRM
At a minimum 5 years experience in:
Troubleshooting, root cause analysis and rolling out Web and Mobile technologies
Enhancing and implementing Ecommerce technologies
Project management experience
Software delivery experience
Stakeholder management experience
Competencies/Skills:
Analytical capability
Effective, coercive and tactful communication
Creative ability
Matrix management knowledge
Versatility and Agility to adapt to demands
Self-management
Values customer engagement
Hands on trouble-shooting skills
Root cause identification skills with aim to enhance software