Babalwa Mkebe
SLA Business Support Analyst
Talent
Mthatha, OR Tambo District MunicipalityMember since June 20, 2023
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About
Professional summary
I have completed a B-Tech Degree in Information Technology and currently I work at Vodacom as an SLA Business Support Analyst with 6 years of experience, I respond to Vodacom RFPs document specifically on SLAs requirements from the customer. I’m interested in becoming a Business Analyst, I have acquired a Business Analyst Certificate and ITIL4 Foundation Certificate to expand my knowledge and understanding.Experience
Work experience
SLA Business Support Analyst 01 July 2015Jurumani Solutions at Vodacom (JHB, Permanent)
- Attend to the RFP (request for proposal) and RFI (request for information) portfolio.
- Manage numerous internal deadlines to respond to RFP’s and RFI’s.
- Review the relevant RFP and/or RFI documents and formulate responses to Customers as to what Service Levels can be provided in accordance with Vodacom standards.
- Identify and coordinate any technical assistance to facilitate responses to Customers specifically relating to Incident Management, Change Management, and Problem Management and how this will affect Vodacom SLA’s.
- Formulate mitigation actions required to manage SLA Parameters.
- Ensure SLA requirements of the Customer correlate with Vodacom customized SLAs according to the Solution Design.
- Identify any risks in meeting the Customer’s SLA requirements.
- Engage with the EDF (Express Development forum) for any non-standard SLA’s requested by the Customer.
- Engage with relevant department stakeholders such as Solution Architects, Service Management, Bid Management and Product Management.
- Ensure that any service disruptions are resolved timeously and escalated according to the escalation matrix both for the internal service operations center and the SLA management team.
Gijima Technology People (JHB, Permanent)
- Responding to customers logged request for small orders for products and services.
- Provide sales quotes to logged requests.
- Engaged with service delivery partners to obtain quotes to deliver on site service.
- Follow up quotations submitted to customers.
- Provide feedback to customers on order progress.
- Load purchase orders received from customers on provided quotes
- Logging call telephonically for quote request
- Liaise with Sales Team to ensure customer satisfaction
- Updating customers with their invoice progress as requested
- Liaise with Project Manager on stock delivery
- Liaise with helpdesk on technician availability
Investigative Software Solutions (JHB, Internship)
- Train clients about the software
- Do report after completing training
Host broadcast Services (Graduate Program)
- Working on Commentary Control Units ensuring that all commentary feeds were transmitted to correct broadcaster
- Assisting in the setting-up the commentary positions
- Helping commentators with any needs they might have had in working with their commentary units
- Time Management Skills
- Leadership Skills
- Communication Skills
- Analytical Skills
- Planning Skills
Education
B-Tech Degree Information Technology 2010
Central University of Technology
Subjects:
Software Engineering IV
Data Base System IV
Internet Programming and Ecommerce IV
Information and Technology Management
Research Methodology
Computer Security
Advanced Internet Programming
Operating Systems IV
User Interface Design IV
Computer Architecture IV
National Diploma Information Technology 2007 – 2009
Central University of Technology
Subjects:
IT Mathematics I (PD)
Development Software
Information Systems
Information Technology Skills
Internet Programming
Web Management
Graphic User Interface Design
Internet programming
Systems Software
Systems Software
Web Management
Certificates:
ITIL4 Foundation (16/11/2020)
IBM Programming Fundamentals RPG IV
Cisco Certificate (CCNA 1 AND CCNA 2)
MICTSETA National Certificate: Business Analyst (NQF Level 5) (20/06/2018)
