Service Assurance Technical Support - Vodacom - Cape Town
(2026-01)
- Attend daily scrum meetings with regional operations and management.
- Attend the weekly governance report meeting.
- Service level agreement (SLA) management between Vodacom and contractors.
- Key performance indicator (KPI) management.
- Incident quality assurance.
- Drive long-standing outages.
- Drive automation maturity processes.
- Drive operational effectiveness and proactivity.
- Drive events and incident reduction.
- Provide technical support and training.
- Communicate outages due to natural disasters, and vandalism.
- Collect, clean and analyze data using Power BI charts and EXCEL to communicate findings with management.
- Perform priority failure reviews and recommendations.
- Responsible for priority failure detection using prediction and pre-emptive analyzer.
Senior Technical Officer (STO) - Vodacom - Bellville, ZA
(2014-06 - 2025-12)
- Provide technical support to Field technicians, Regions and business partners.
- Monitor, analyze, and drive resolution of incidents for Radio access network environment.
- Understand and work within established Service Level Agreements (SLA) to ensure timely response to business partners.
- Diagnose and resolve faults remotely- First Line Maintenance.
- Notify, escalate, and report on major incidents as per the fault handling and escalations procedures.
- Assist and support Tier 3 staff when dealing with Priority failures.
- Liaising with internal and external support teams towards fault resolution.
- Continually evaluating, improving, and documenting existing processes and systems.
- Investigate daily reports and provide feedback on findings.
- Keep up to date with network changes and evolving network.
Unix/Linux Support Technician - Vodacom - ZA
(2012-09 - 2013-02)
- Monitoring Usage Management System, File Management System, Sterling File Gateway, and Information Web page for Management.
- Checking production functions and processes.
- Pulling data from switches ensures data collection processes are running.
- Ensure File Manager processes are running; ensure Archive processes are running.
- Identify failed and hanging processes, ensure data integrity, error, duplicate, corrupt, not unzipped, and not received by running scripts in UNIX.
- Ensure data delivery to downstream systems.
- Monitor directories that exceed the threshold.
- Resending files with a failed status, retrieval and resending of data from the archive on request.
- Creating new delivery agents on request.
- Disable delivery agents on request and decommission delivery agents on request.
- Sequence checking, missing files, error buckets, and age of data; detection of business rule discrepancies.
Intern - Vodacom - Cape Town, ZA
(2010-01 - 2012-01)
- Monitored Vodacom's access and core transmission network for optimal performance.
- Conducted maintenance on Vodacom Business Clients Link to ensure reliability.
- Remotely troubleshot and repaired transmission equipment failures to minimize downtime.
- Logged and dispatched transmission link failures to appropriate field personnel promptly.
- Escalated all major failures according to established escalation procedures.
- Following on ongoing faults, providing updates for resolution status.
Internship (Data Advanced Services Intern) - Telkom Sa - Cape Town, ZA
(2009-01 - 2010-01)
- Installed PABX system and conducted recovery procedures.
- Tested and enabled lines including fax, terminal, ADSL, and ISDN.
- Performed fault localization, repairs, testing, recovery, and maintenance tasks.
- Executed cabling and single line installations for LAN and WAN systems.
- Serviced street distribution cabinet and main distribution frame (MDF) to ensure functionality.
