Bongani Mahlangu

- Monitoring DataDog on different environments for various application and server stacks.

- Restarting / Rebooting of servers and services

- Manual Blockings of Live Streams

- Checking of streams for errors, buffering, etc., and restarting if need be.

- Escalating to teams – Where there is an issue / problem that needs intervention from a resolving team

- Setting up custom checks for specific areas (Error & Rebuffer Percentage spikes, Live Sports Watch Parties, etc.)

- Management of production issues (DStv Online & BoxOffice services).

- Working closely with all teams, to understand new developments and requirements, and implementation of new solutions, features and new integrations.

- Updating Mission Control group during management of escalations.

- Maintaining communications to stakeholders during management of escalations.

- Initiation of War Rooms for high priority issues.

- Completion of Technical Root Cause Analyses documents for high priority issues.

- Updates, follow ups and resolution of incident tickets.

- Capacity planning with third parties for High Profile Events.

• Social media (Twitter, Facebook, Upload video's on youtube channel), Updating both ANN7 & The New Age websites, Writing sports stories

• Developed strong relationships with customers by consistently delivering exceptional service experiences over time.
• Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
• Monitored customer conversations and provided timely, knowledgeable assistance.
• Handled inbound customer chat conversations for the Multichoice group
• Trained new team members on live chat procedures and customer service protocols.
• Collaborated with cross-functional teams to improve overall customer experience and address recurring issues.
• Managed multiple concurrent chats, maintaining a professional demeanor and timely responses under pressure.
• Assisted in reducing response times, optimizing the allocation of resources for the live chat team.
• Assisted in creating canned responses that expedited common query resolutions while maintaining a personalized touch in communications.