Technical Operations Support Specialist

Capitec Bank Ltd.; Stellenbosch; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

Capitec Bank Limited is expanding Capitec Connect to provide fixed connectivity services. You will join an Operations team to establish, operate and optimise FTTH connectivity workflows, monitoring, incident handling and performance reporting.

You will manage vendor relationships and push for reliable service across multiple partners. The role requires deep experience in technical operations, ITIL, SLA/KPI management and proactive risk mitigation to maintain high availability and strong service

Qualifications

• Proven ability to diagnose and resolve complex operational incidents.
• Experience in ITIL, SLA/KPI management and vendor relationships.
• Strong understanding of operational workflows and service management in telecom/fix connectivity.

Responsibilities

• Design and refine operational workflows for FTTH services.
• Own service monitoring, incident management and performance reporting.
• Manage vendor relationships and ensure partners meet SLAs.
• Proactively identify operational risks and recommend solutions.

Skills

Analytical

Attention to detail

Communication skills

Interpersonal & relationship mgmt

Planning & organising

Education

Diploma in Information Technology

ITIL or AWS Foundation (cert)

Job description

WE'RE BUILDING SOMETHING REAL. COME HELP RUN IT.

Capitec Connect — the Capitec mobile offering — launched in 2022. Now we're moving into homes — through Fibre-to-the-Home.

We need someone who's done this before. Someone who can walk in and help us build and run a connectivity operation that works.

ABOUT THE ROLE

As part of an Operations team, you'll help establish, operate and optimise Capitec Connects fixed connectivity services. That means being part of designing the processes, establishing monitoring, managing vendors and identifying risks — before they become problems.

WHAT YOU'LL DO

Contribute to the design and refinement of operational workflows and run operational processes for our FTTH services. Own service monitoring, incident management and performance reporting. Manage vendor relationships and hold partners to agreed SLAs. Proactively identify operational risks and recommend solutions. Guide the business with industry expertise — on best practice, benchmarks and what good looks like.

WHAT YOU NEED

Over 5 years of experience in technical operations and service management within an FNO environment, with hands‑on expertise in FTTH connectivity services. Proven ability to establish, optimise, and continuously improve operational processes. Demonstrated expertise in diagnosing, troubleshooting, and resolving complex operational incidents, ensuring minimal service disruption and maintaining high levels of service availability.

Strong understanding of ITIL principles, SLA and KPI management, vendor management, incident management, and operational reporting. Confident in providing guidance and recommendations to senior stakeholders with minimal oversight.

NICE TO HAVE

Exposure to multi‑vendor and multi‑partner connectivity environments, with hands‑on experience working within both Fibre Network Operators (FNOs) and Internet Service Providers (ISPs), as well as Fixed Wireless Access (FWA) networks.

WHY JOIN CAPITEC CONNECT?

This is a greenfield challenge inside a business with real scale. You won't be patching someone else's legacy operation. You'll be part of a team that determines how fixed connectivity works here — the monitoring, the workflows, the frameworks. All of it.

The complexity is real. The partner ecosystem is multi‑vendor. And the opportunity to help shape something from the start doesn't come around often.

Experience

Minimum/Ideal:

• At least 5yrs working experience in a technical environment with 3+yrs systems related experience in a fast moving, client focussed environment.
• Experience and troubleshooting across the computer / technology environment, exposure to servers, databases, server security, networks, infrastructure etc
• In building and maintaining effective vendor / 3rd party relationships (function specific).
• In a capacity requiring effective communication and pulling multiple components together to achieve end goals.

Qualifications (Minimum)

• Diploma in Information Technology

Qualifications (Ideal or Preferred)

• Certification in ITIL or AWS Foundation

Knowledge

Minimum/Ideal:

• Knowledge of business continuity principles and practices
• Knowledge and understanding of the criticality of system performance and reliability, and monitoring and management of same
• Understanding of IT systems development processes
  • Of the principles and practices around vendor management and SLAs
  • Of general IT standards, quality assurance and governance
• Knowledge of Information Technology Frameworks. (ITIL)
• Of how to transfer skills and knowledge regarding new systems or system changes
• Understanding of monitoring, technologies best practices and toolsets

Skills

• Analytical Skills
• Attention to Detail
• Communications Skills
• Interpersonal & Relationship management Skills
• Planning, organising and coordination skills

Capitec Bank is an authorised financial services provider (FSP 46669) and registered credit provider (NCRCP13). Capitec Bank Limited Reg. No: 1980/003695/06