Incident Coordinator (Technical)

Incident Coordinator (Technical)
Clickatell, South Africa

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Mar 8, 2021
Last Date
Apr 8, 2021
Location(s)

Job Description

Add your voice to the chat revolution:

Are you excited to work for a tech company on the front lines of innovation for some of the biggest brands in the world? Do you thrive in environments where challenging the status quo is the daily norm? If you’re an A-player with energy, initiative, and focus on delivering top results, or as we refer to our colleagues at Clickatell a Champion then read on.

At Clickatell, we’re upending the way companies connect, engage, and transact with their customers in chat. Chat is something you do every day with your friends, but it’s also a simple technology that we’ve helped our customers to use to accomplish pretty amazing things. Clickatell helps businesses power customer support, customer engagement, and payments all through chat apps like WhatsApp and Facebook Messenger.

Our customers are some of the most admired and recognizable companies in the world and our communications technology is used to reach more than 15,000 global brands every year. Our jobs offer you a chance to grow your career and work with global teams on technology that is quite simply changing the world.

We could tell you about our great coffee, cool digs, super flexible work-life integration, and amazing benefits, but these won’t convince you to come work with us. If you want to test yourself, work on meaningful projects in a fast-paced environment, and be where every day presents new possibilities, come join one of the greatest global tech companies. We want you!

This year marks our 20th anniversary an achievement that’s about great vision and execution, but much more. We’ve grown by combining curious minds and quick smiles with a collaborative company culture where we never quit or settle, and always strive to create solutions that will change the world. It’s a big proposition, but it’s a mission our team takes on every day in an environment that provides you with the freedom to create and innovate, while having fun at the same time. We’re a fanatically friendly group that listens and puts each other first to accomplish great things together for our customers, our communities, and Clickatell

Purpose:

Manages Incidents to restore normal service operations as quickly as possible, with the knowledge and ability of an infrastructure Engineer. Assist/lead investigations of incidents with a focus on resolution. Filter down system architectural knowledge to the Enterprise Support Agents to ensure continuous service improvements.

Requirements

The role of our Champion:

Incident management:

  • Represent the first stage of escalation for Incidents.
  • Monitor the incidents to ensure that the Service Level Agreement are respected.
  • Responsible for communicating with the Incident Process Owner.
  • Identify problems and feed into the Problem management process.
  • Participate in major incident resolution process to facilitate data collection and analysis, leading to a long-term fix for the incident.
  • Ensure maximum possible service availability and performance.

Problem management:

  • Participate in Problem Management where required.
  • Analyze incident trends, identify repeat incidents, and determine where the application of problem-solving efforts will reap the biggest benefits for the organization.
  • Maintain information about Known Errors and Workarounds.

Change management:

  • Chair change advisory board meetings.
  • Ensure strict adherence to change management policy.
  • Assist Change Management owner where required.
  • Follow up on completed RFCs and chair incident meetings for failed changes.

The capabilities of our Champion:

  • Excellent communication: Good interpersonal and communication skills.
  • Analysis and logic, systematic and orderly planning, attention to detail.
  • Self-starter who can work with minimum of supervision.
  • Excellent attention to detail with the ability to multi-task in a fast-paced environment
  • Ability to think creatively and take an innovative and flexible approach to problem solving in a fast-changing technology driven company.
  • Knowledge of virtualisation and cloud environments.
  • Knowledge of Enterprise Linux advantageous.
  • Scripting knowledge advantageous.
  • Working with MySQL/Postgres databases advantageous.
  • Monitoring and alerting experience with Open Source technologies like Icinga/Nagios, Nagvis, Logstash, Elasticsearch, Graphite and Kibana Advantageous.

Our Champion's journey thus far:

  • Knowledge and understanding of the OSI Model.
  • Minimum of 2 years working within system administrative environment.
  • Minimum of 1 years’ experience working with Linux kernel.
  • Minimum of 3 years’ experience wo

Job Specification

Job Rewards and Benefits

Clickatell

Information Technology and Services - Atlanta, United States
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