The primary purpose of this position is to be the single accountable person for all elements of IT Service within Teleperformance South Africa. Key member of the Teleperformance UKSA Group IT Management Team. Knowledgeable about all disciplines, processes and standards IT within Teleperformance and work closely with key stakeholders from across the business in assuring that a quality and compliant service is provisioned. Regional custodian of strategic IT plans, delivery of IT Service to Client Contract, IT SLA performance and for audit performance. Highly visible within the business, assuring that stakeholders always follow IT process and comfortable supporting general activities Sales, Client Services and Operational functions.

Manage a team of Desktop Support Engineers to support the operational needs of the business ∙ IT liaison to senior operations leads ∙ Ensure a standard approach to IT troubleshooting processes to expedite problem resolution ∙ Supervise and collaborate with clients in event of systems issues and monitor to resolution ∙ Act as IT project lead for IT projects in the region ∙ Assist with enforcing Compliance to relevant legislation and company procedures. ∙ Ensure adherence to company policies and procedures i.e. health, safety, security, Company procedures etc.

Assistant Manager will be primarily responsible for ensuring servicing of all KPIs with minimum rejections. Assistant Managers will also be responsible for:• Monitoring Service Levels - Periodic collection and analysis of data received.• Daily work allocation• Proactively managing performance and enhancing performance of team based on SLA’s• Attendance, roistering and leave management.• Responsible for maintaining and achieving team SLA targets. Facilitates and coordinates all team requirements.• Works closely with Group Managers to drive team processes, production requirements to meet/exceed customer requirements (SLAs).• Timely escalation of people issues to Team Supervisors / TM of issues/complaints.• Identification of soft skills training needs and responsible for Process Training of employees • Reporting – Internal (production statistics)• Customer updates • System Downtime• Inforce IT Governance /Audit• Queries/work shadowing• Incentive / Performance Management monitoring , • Motivates and builds the skills of the team , Monitoring performance and guiding the team• Guides and coaches employee• Building relationship within his team, People Development while maintaining discipline within team• Preparation and submission of periodic reports to client.• Implementing corrective actions as required• Responsible for proactively managing service delivery and providing outstanding levels of quality service delivery that are in line with WNS GS service delivery standards and client/customer expectations to ensure high customer satisfaction levels.

Responsibilities/Contributions:• Configuring ChaRM.• Successfully completed Solution Manager 7.2 Functional Upgrade at the largest retailer in South Africa. • Worked with Projects, Task lists, Logical components, SMSY, RFC connections.• Managed Cross System Object locking instances reported by ChaRM.• Test Management. • Preparation of test plans for validation of configured scenarios in Solman and assisting with Test Plan execution.• Knowledge and hands-on experience with implementation of Change Request Management using Solution Manager 7.1. • Creation of new Transaction Types for Different changes (ZMCR, ZMMJ, ZMAD, ZMHF, etc).• Creation and activation of various project types within ChaRM. • Creating Business Blueprint for several systems projects. • Supported ChaRM Implementation as SAP Solution Manager Support Consultant.• Defined several new Action Definitions in ChaRM as per client requirement.• Configure Status Dependent Import in ChaRM for Release Change type in ChaRM.• Defining new Action profile and Definition for ChaRM. • CRM Web UI configuration.• Solution documentation. • Service Request/ incident Management. • Implementation of ITSM.• Configuring Action and Status schemas as per the client requirements. Knowledge of Project Management.• Knowledge of ALM functionalities based on ITIL framework. • Troubleshooting of Transport Management System (TMS). SAP Note Implementation (SNOTE).• Offering clients advise on risk and governance practices within project implementation and daily operations.• Aligning client self-assessments within their respective applications to aid them with internal audits.

Governance and Change Management• Define and communicate the Change Process for SAP• Lead and execute Change Control and Release Management process• Work with Functional Support to establish and maintain overall application change control and release strategies for planned and emergency releases in SAP• Ensure that all properly authorised system change requests are completed and implemented according to governance processes • Ensure all project scope changes are managed according to governance processes• Regularly evaluate change control and release management risks and develop and deliver solutions to address identified risks.• Review implemented changes to ensure objectives have been met.• Revisit governance control design and implementation. Implement corrective measurements where applicable and ensure delivery of a substantial improvement in efficiency.• Measurement: Achieve an interim audit result of 75%.• Perform monthly internal audits as health check for the support organisation.• Liaise with Project Managers, developers and varies functional consultants as Media 24 Projects go liveReporting, Communication and Liaison • To provide daily, weekly and monthly Statistical reports to management and stream leads• Facilitate effective communication between team members and stakeholders.• Negotiate team priorities and delivery dates with the stakeholders• Obtain acceptance from stakeholders for the plans and the supporting delivery components (e,g, Training, Change Management, Deployment, etc.) of the projectQuality Management • Ensure appropriate Testing is executed and acceptance thereof by stakeholders in writing• Ensure that program code are developed according to the agreed and applied methodologies• Ensure that the relevant quality gate documentation is maintained accordingly

Duties included the following: • To provide effective 1st level telephonic and email support to external customers• Acceptance of all telephone and email requests, incident an IMACD`s• Classification of all tickets• Monitoring client systems for tickets logged and updated• Escalation priority calls to the team leader and incident manager• Providing feedback on status queries to client• Managing the tickets in the service desk group within Cosima to ensure that the service levels are met• Update ticket logs and customer information• Adhere to standard and client specific processes• Adhere to client international standards (soft skills)• GTS (web, internet, intranet and server queries) Mercury (telephony queries) First contact resolution.• Responsible for certain tasks on a Mainframe platform• Working with Active Directory and Microsoft Exchange on a Windows 2003 & 2007• Training new of new employees on new process o Compiling training material for all processeso Training and Facilitating of all materialo Coaching on quality and poor performanceo Presenting new processes in weekly team meetings• Coaching and training agents on resolving technical issues• Responsible for managing and updating of the Knowledge database toolo Ensuring database is up to date o User friendly to end usero Monthly reports and extractionso Creating and editing Database on daily bases• Performing backup team leader tasks • Functional Coach to all Internso Mentoringo Developing career paths for Interns within the IT Industryo Setting short term goals and ensuring the achievements of ito Sign off on Intern log bookso Ensuring all compulsory training is attended by Internso Scheduling workshops to align with Intern curriculum

Duties included the following: • Knowledge of all websites• Logging all incoming and outgoing calls• Providing online support to clients • Handling client queries via, email, chat and telephone• Inputting into relevant database• Checking clients accounts • Filing and administration of all forms, paperwork and electronic data used • The completion of duties• Completion of all hourly and per shift tasks

Duties included the following:• Customer service• Manage customer account• Provide information regarding clients accounts• Resolve clients queries• Ensure service standard is met

Duties included the following:• User feedback and Escalation to ensure resolution.• Routing of Incident / Request to correct resolution teams• Clearing and managing of Web target groups.• Monitor batch schedule, jobs & file transfers across the following platforms:• Operational understanding of monitoring tools & functionality.• Manage the running of all Business Processes for the period of an IT working shift (multiple shifts make up a 24 x 7 environment) as well as managing campus facilities • Ensure that production problems and incidents are managed to ensure that they are resolved, and the cause investigated to prevent any recurrence.• Implement appropriate mechanisms in order to support new capabilities• Manage the delivery of production support systems• Identify, manage and mitigate risks across areaImplement and manage the Disaster Recovery Plan and IT continuity plan relative to own area • Build and nurture effective relationships with suppliers, IT and business stakeholders to ensure delivery of the service plan, SLA’s and OLA’sWorking on the following platforms• Microsoft NT• Mainframe• Unix• Appworx• Control.M• Active directory

Duties included the following:• Customer Service• Incident management, fulfilling the following service.• Incident logging• Correct assignment of request area• Following up and resolution of request• Manage customer expectations with regards to incident / request resolution.• Manage customer’s expectations of delivery of service within agreed SLA.• Analyse customer requirements.• Handling store employees queries, and all distribution centre’s• Handling Head Office employee’s queries

Duties included the following: • On-site Support technician • Also providing 1st Line assistance as company is a ISP • Duties appointed out where to assemble pc’s provide network assistance in the form of laying out of cable, and keeping maintenance on Company’s Server’s and Wiring closet