Faults Manager

This role ensures service continuity, minimizes downtime, and maintains high levels of customer satisfaction by managing fault-handling processes in a dynamic BPO environment. 

Key Responsibilities: 

• Fault Management Oversight: Lead the end-to-end fault resolution process, ensuring timely identification, categorization, and resolution of service-impacting issues. 

• Team Leadership: Manage a team of fault analysts and technical support agents, providing guidance, coaching, and performance monitoring. 

• Client Liaison: Act as the primary point of contact for client escalations related to faults and service disruptions. 

• Root Cause Analysis: Drive investigations into recurring faults and systemic issues, ensuring thorough documentation and corrective actions. 

• Reporting & Insights: Produce daily, weekly, and monthly fault reports with actionable insights for internal and client stakeholders. 

• Process Improvement: Continuously review fault management processes to identify inefficiencies and implement improvements. 

• System Monitoring: Oversee the use of fault tracking systems and ensure accurate logging and escalation of incidents. 

• Compliance & SLA Adherence: Ensure fault resolution aligns with contractual SLAs and regulatory standards. 

Professional Know-How:-

Qualification:

• Matric (Completed)

• Diploma or degree in Telecommunications, IT, or Business Management. 

Experience:

• 3–5 years of experience in fault management or technical operations within a telecoms or BPO environment. 

• Strong understanding of telecoms infrastructure, service delivery, and fault resolution processes. 

• Experience with fault tracking tools and systems (e.g., Remedy, ServiceNow, or similar). 

• Proven leadership and stakeholder management skills. 

Key Competencies: 

• Technical problem-solving and analytical thinking 

• Leadership and team management 

• Communication and client engagement 

• Process orientation and continuous improvement 

• SLA and compliance awareness 

• Decision-making under pressure 

Management/Supervisory Responsibility:

This position has supervisory responsibilities.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary

• Medical Aid

• Provident fund, Group life, funeral and disability benefit

• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.

• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.

• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.

• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.

• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.

• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.

• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.