Technical Operations Support Specialist

About the role

As part of an Operations team, you’ll help establish, operate and optimise Capitec Connect’s fixed connectivity services. This involves designing processes, establishing monitoring, managing vendors and identifying risks before they become problems.

Key responsibilities

• Contribute to the design and refinement of operational workflows and run operational processes for 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.

Required profile

• 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 high 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.

Required skills

• FTTH connectivity services
• ITIL framework
• SLA and KPI management
• Vendor management
• Incident management and performance reporting
• Monitoring tools and best‑practice methodologies
• AWS Foundation certification (preferred)