Technical Operations Support Specialist

Capitec; Stellenbosch; On-site; ZAR 850,000 - 1,100,000; Full time

Job summary

Capitec Connect is building fixed connectivity services and seeks an experienced Technical Operations Support Specialist to establish, operate and optimise FTTH services. You will design workflows, monitor performance, manage vendors and drive incident resolution to minimise disruption.

You will bring 5+ years in technical operations, ITIL knowledge, and a proven ability to improve processes and report on KPIs in a multi-vendor environment.

Qualifications

• Minimum/Ideal: 5+ years in technical operations and service management in a fast-moving environment.
• Strong troubleshooting across computer/tech environments; servers, databases, networks, infrastructure.
• Experience building and maintaining vendor/3rd party relationships; effective communication to achieve end goals.

Responsibilities

• Design and refine operational workflows; run FTTH service processes.
• Own service monitoring, incident management and performance reporting.
• Manage vendor relationships and enforce SLAs.
• Proactively identify operational risks and propose solutions.
• Guide the business with industry best practices, benchmarks and indicators of good performance.

Skills

Analytical Skills

Attention to Detail

Communications Skills

Decision making skills

Interpersonal & Relationship mgmt

Planning, organising & coordination

Problem solving skills

Education

Diploma in Information Technology

ITIL or AWS Foundation

Job description

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
• Decision making skills
• Interpersonal & Relationship management Skills
• Planning, organising and coordination skills
• Problem solving skills

Conditions of Employment

• Clear criminal and credit record

Profile description

Technical Operations Support Specialist