Ntate Seleke

Service Manager

Talent

JohannesburgMember since May 21, 2026

ITIL CertificationProblem ManagementIncident ManagementService Level Agreement (SLA) ManagementRoot Cause AnalysisCustomer Relationship ManagementCompliance ManagementJuniper Router TroubleshootingNetwork CablingFault LoggingChange ManagementAccount ManagementProactive and Reactive Problem Analysis

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ITIL CertificationProblem ManagementIncident ManagementService Level Agreement (SLA) ManagementRoot Cause Analysis

About

Experienced professional with ITIL certification (ITIL V4, ITIL Service Strategy and ITIL V3 in IT Service Management) and proven Problem and Incident Management experience. I held positions as a Service Manager and Customer Problem Manager working on SLA (Service Level Agreements), Compliance management, Root Cause Analysis and resolving incident cases to the customer's satisfaction and providing meaningful status on repair and/or restoration activities as the custodian of the customer relationship management and communication.

Experience

Service Manager - MTN TES - Johannesburg, Gauteng

(2018-05)

Building customer relationships and managing communication (SPOC) for an ISP

Ensuring business continuity for clients through Incident and problem management
Incident management of repetitive tickets to eliminate reoccurrence
Management of post deployment testing and acceptance
Continual internal review of processes for operational KPIs
Establishing weekly / Monthly operational review
Ensure that Service Level Agreement is continuously reviewed in line with business requirements
Establishing weekly /Monthly/Quarterly/YTD reporting of performance
Implementing mechanisms to meet and manage customer expectations
Service level agreement (SLA) management and compliance management
Account Management for supporting services sales and billing

Customer Problem Manager - Ericsson

(2016-12 - 2018-03)

Responsible for receiving trouble reports from the Operator's Customer Care Centre (or from the Operator's customer directly in some very specific cases)

Establishing weekly / Monthly operational review
Analysing and highlighting all matters affecting service delivery
Ensuring continuous process improvement to enable effective operational processes
Identifies risks and ensures compliance to all business processes and systems
Participates in planned activities that are appropriate for own and staff development
Providing input into the budget and controls expenditure
Proactive and Reactive Problem analysis

Coordinator: Problem Management - Business Connexion

(2015-06 - 2016-11)

Incident and problem management through root cause analysis and incident reports
Service level agreement (SLA) management through implementing mechanisms, change management and service maintenance to meet and manage customer expectations
Proactive and Reactive Problem analysis
Incident Analysis and RCA compilation for business and client

Service Manager - MTN Business

(2014-08 - 2015-05)

Customer relationships management
Ensuring business continuity for clients through Incident and problem management and establishing weekly /Monthly/Quarterly/YTD reporting of performance
Service level agreement (SLA) management through implementing mechanisms, change management and service maintenance to meet and manage customer expectations
Account Management for supporting services sales and billing

Support Engineer - MTN Business

(2009-12 - 2014-07)

Provide first level support for all customers, 3rd party
CISCO and Juniper Router Troubleshooting and Fault logging
WAN/LAN remote support and Logging faults and Internet Support on (ADSL, 3G, HSDPA, Dial up Internet)

Support Engineer - Barlow Communications

(2008-10 - 2009-11)

Installation, Configuration, troubleshooting on Cisco and Billion Routers, VOIP and VPN on Business DSL's Networks
Installation, Configuration of Monitoring Systems on Networks and Network Cabling at Internet Solutions

Network Engineer - Accesstel

(2006-02 - 2008-09)