Job Description

Who are we?

Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

What will you do?

Assign and coordinate Incidents, Requests and SRS tasks to the EUS Major Site Support Teams. The purpose of this role is to ensure that all the incidents, request and SRS tasks are attended by the assigned members in accordance with the SLA'S

What will make you successful in this role?

Core responsibilities:

• Assigning of new incidents, requests and SRS tasks to the Filed Service Engineer (FSE) according to the agreed process and within the response SLA
• Que Management
• Arrange appointments with users for face to face (F2F) incident resolution or request task execution if required
• Follow up with FSE's to ensure that all outstanding incidents, requests and SRS tasks are updated and handled within SLA
• Ensure that FSE's keep End Users up to date on progress of outstanding incidents and requests
• Ensure that the Agreed Delivery Date process on Requests are adhered to by FSE's and requested updated accordingly and timeously
• Ensure continuous Service Delivery improvement
• Verify information provided on incidents and requests assigned to the EUS Major Support bucket and require more information/engage with Service Desk to clarify
• Ensure that all outstanding incidents, requests and SRS tasks and closed timeously
• Quality Management
• Re-assign of outstanding incidents, requests and SRS tasks as per the instruction from Team leader due to absenteeism of FSE's
• End to End Call Management
• Management of the Escalation Mailbox on Rotational Basis as per a Scheduled Roster
• Scheduling of Onboarding Appointments
• Monitoring the status and progress of outstanding incidents, requests and SRS tasks
• Provide feedback in terms of Aging tickets and SRS tasks according to the SGT processes
• Manage aging tickers and SRS tasks
• Monitoring of pending tickets and ensure adherence to Pending Customer Agreement process
• Reporting

Qualifications

• Matric
• ITIL (V3/4)

Knowledge and Experience

Knowledge and Skills

Reporting and Administration

Services Knowledge

Problem Tracking tool

Technologies

Personal Attributes

Communicates effectively - Contributing dependently

Decision quality - Contributing dependently

Action orientated - Contributing dependently

Optimises work processes - Contributing dependently

Tech savvy - Contributing dependently

Build a successful career with us

We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing dependently

Customer focus - Contributing dependently

Drives results - Contributing dependently

Collaborates - Contributing dependently

Being resilient - Contributing dependently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.

Sanlam