Job description
Overview
of the Role The Backend SLA Technician is responsible for executing and maintaining Tier 1 customer Key Performance Indicators (KPIs), with a strong emphasis on data analysis and processing. The role ensures that customer reporting, IoT device performance, and service level commitments are delivered accurately and on time, minimising disruption to broader operations.
Key Responsibilities
Generate, audit, and approve Tier 1 customer reports, ensuring timely submission Maintain Tier 1 IoT devices in full working condition, resolving issues on the same day where possible Monitor and maintain KPIs, ensuring all deviations are resolved within 48 hours Respond to customer communications within defined SLA timeframes (as per SOP) Manage customer engagement around production timelines, reporting cycles, surveys, and reconciliations Provide oversight and support to onsite technicians regarding IoT-related matters Coordinate with technicians on scale calibration adjustments across all Tier 1 sites Oversee the refurbishment and resolution of all IoT-related issues Execute general work instructions within the Digital Business Unit as required Requirements Minimum Requirements Grade 12 (Matric) NQF Level 5 qualification Minimum 3 years’ experience in a related field or NQF Level 6 in Statistics Strong willingness to learn and develop technical skills Exposure to programming concepts or scripting languages Strong analytical and problem-solving ability High attention to detail with a structured working approach Positive attitude with a curiosity for data and analytics Ideal Candidate Profile Strong capability in data analytics, particularly trend analysis Highly detail-oriented with a methodical and structured approach to recurring tasks Self-sufficient and able to manage workload independently Comfortable working under pressure to meet tight reporting deadlines and SLA requirements Clear and professional communicator, able to engage effectively with both customers and onsite technicians