The role is responsible for ensuring provisioning accuracy, operational quality, adherence to defined provisioning lifecycles, and continuous process improvement. The incumbent works independently within defined frameworks and collaborates closely with internal and external stakeholders to resolve operational issues, improve processes, and support service delivery in line with KPIs, OLAs, and SLAs.

The role further supports SME high-volume product provisioning by proactively identifying provisioning exceptions (fallouts) and initiating corrective actions before impacting the business or customer experience.

The incumbent contributes to system and process stability through continuous improvement initiatives aligned to MSOC operational objectives.

ROLE REQUIREMENT

Operational Delivery

• Execute and oversee end-to-end provisioning activities for GNP and other SME telecommunications solutions.
• Ensure all provisioning tasks are completed accurately and in alignment with defined operational standards and provisioning lifecycles.
• Perform manual provisioning activities including GNP, warehousing, and logistics.
• Manage multiple provisioning orders simultaneously while maintaining quality, accuracy, and turnaround times.
• Capture provisioning, porting, and removal orders accurately to enable correct service activation and billing.
• Support provisioning fall-out management by identifying exceptions, analysing root causes, and coordinating corrective actions with relevant technical and business teams.
• Assist in ensuring provisioning activities are aligned to documented and approved processes as maintained in relevant operational repositories (e.g. Refinery or equivalent).

Process Analysis and Improvement

• Analyse provisioning processes to identify inefficiencies, fallouts, risks, and non-compliance with designed processes.
• Develop recommendations for process improvements and operational efficiencies.
• Document and report identified improvements to the reporting line/ Team Leader.
• Support the implementation and monitoring of approved process improvements.
• Participate in regular operational and system design reviews to identify opportunities for provisioning and system improvements.
• Contribute to early-stage product and provisioning process design discussions to support efficient operational readiness.
• Support User Acceptance Testing (UAT) activities related to SME provisioning systems and processes.

Stakeholder Engagement

• Work closely with internal stakeholders including Sales, Account Management, Product Management, and SME support teams.
• Liaise with third-party service providers (e.g. CRDB) to support provisioning delivery and issue resolution.
• Provide clear, accurate, and timely feedback to stakeholders on provisioning status, risks, and outcomes.
• Act as a subject-matter point of contact for provisioning-related queries.
• Engage with technical and business representatives during planning, scoping, and preparation of provisioning improvement initiatives.
• Provide operational input and insights to support system enhancements and provisioning efficiency initiatives.

Service Request and Issue Management

• Manage service requests (SRs) including investigation, resolution, and escalation of provisioning-related issues.
• Support Incident resolution and escalation processes in line with agreed OLAs and SLAs
• Ensure requests, queries and Incidents are resolved within agreed SLAs.
• Escalate unresolved or high-risk issues appropriately and timeously.
• Monitor progress of open requests and ensure closure within required timelines.
• Analyse daily provisioning exception and Incident reports and ensure appropriate follow-up actions are initiated.

Quality, Compliance & Performance

• Ensure compliance with operational standards, KPIs, OLAs, and SLAs.
• Monitor provisioning performance and service delivery metrics.
• Maintain accurate records, reporting, and documentation in line with governance requirements.
• Consistently meet agreed productivity and performance targets.
• Support the monitoring and analysis of provisioning performance trends and exception reporting to improve service stability.

• Contribute to accurate operational reporting and dashboards to support management visibility and decision-making.
  

Customer Service

• Deliver professional, efficient, and customer-centric service to internal and external customers.
• Communicate effectively through written and verbal channels.
• Follow up proactively to ensure customer satisfaction and resolution of queries.

Decision-Making Authority

• Makes operational decisions within defined provisioning frameworks and procedures.
• Identifies issues, recommends solutions, and escalates where authority limits are reached.
• Prioritises workload and provisioning activities to meet service delivery commitments.

Problem Solving and Complexity

• Applies analytical thinking to resolve recurring operational and provisioning issues.
• Works with moderate complexity, balancing competing priorities and service demands.
• Contributes practical solutions to improve provisioning quality and efficiency.
• Applies structured and systematic problem-solving approaches to recurring provisioning and system-related issues.
• Demonstrates the ability to work under pressure within a high-volume operational environment.

Minimum Requirements

• Matric (essential).
• Minimum of 3 years’ experience in a technical customer service or provisioning support role.
• 2–3 years’ experience in GNP and VoIP provisioning, support, or analysis.
• Experience within the telecommunications industry.
• Proven experience working with provisioning systems and operational workflows.

Advantageous

• National Diploma or Degree in Information Technology or a related discipline.
• ITIL Foundation certification.
• BroadSoft platform exposure.
• Experience working with OSS/BSS systems.
• Siebel / ServiceNow system experience.
• Exposure to project management frameworks.
• Advanced Excel skills and operational data analysis capability.
• Exposure to IT system management within a telecommunications or ICT environment.
• Understanding of SME product provisioning flows and OSS/BSS system integration across the service lifecycle.

• Strong verbal and written communication skills.
• Ability to work independently within defined guidelines.
• Proactive and solutions-focused mindset.
• Strong attention to detail and time management skills.
• Customer-centric approach to service delivery.
• Ability to collaborate effectively across functional teams.
• Willingness to learn and adapt in a fast-paced operational environment.
• Demonstrates operational leadership through ownership, accountability, and proactive engagement.
  
• Strong systems-thinking capability with the ability to quickly understand complex provisioning environments.