Zinhle Mohlake
Benoni
Summary
Experienced IT Service Delivery Manager with a strong background in managing and optimizing IT operations. Accomplished operations professional excelling at leading operational efficiency and managing intricate business processes. Seeking a position that leverages expertise in data analysis and strategic planning. Possessing a solid technical foundation, naturally a problem solver, imaginative thinker, and diligent worker. Keen interest in guiding others towards excellence and self-improvement. Analytical and detail-oriented, strives to drive innovation and ongoing development in all endeavors. Thrives in collaborative environments, finding solutions to challenging situations, and excels in fast-paced workplaces. Looking forward to contributing to the success of forward-thinking companies.
Overview
11
11
years of professional experience
Work History
IT OFFICE MANAGER
Phillip Morris International
01.2024 - Current
- Manage resolution of business IT tickets, service requests, and change requests for Service Cloud, Marketing Cloud, and Support Commerce Cloud.
- Lead and manage the resolution of application tickets while overseeing stakeholder interactions
- Execute stakeholder management and handle escalations effectively
- IT Service Management entrenchment within the company
- Comprehensive reporting to facilitate business requirements understanding for IT applications
- Application support management at local, regional, and global levels
- Interface with relevant application service managers for seamless support
- Oversee application lifecycle management and ensure IT security, vulnerability, data privacy, and cyber security
- Conduct audit, risk control management, and perform incident and trend analysis
- Implement problem management and ensure adherence to governance in line with the global IT Policy Framework
- Drive people management initiatives within the application support team.
- Streamlined communication between IT teams and stakeholders, ensuring timely resolution of service requests and incidents.
- Managed change control processes, minimizing disruptions while ensuring seamless implementation of new tools and technologies.
- Partnered with senior leadership to align IT service strategies with organizational objectives, driving digital transformation initiatives across all departments.
- Increased customer satisfaction scores by implementing feedback-driven improvements in IT service delivery processes.
- Served as a trusted advisor to stakeholders by providing expert guidance on technology solutions that align with business requirements and objectives.
SUPPORT SERVICES SUPERVISOR
XLink Communications (Pty) Ltd
02.2020 - 03.2023
- Generate 2nd Level Support team's productivity statistical reports
- Conduct 2nd Level Support team's monthly performance development sessions
- Manage team to meet commitments
- Ensure and maintain CPE product and knowledge training is conducted in team
- Manage data of CPE devices on monitoring platforms
- Attend to all communications to clients and 3rd parties regarding failures and status updates
- Guided the team and organization on how to use Agile/Scrum practices and values
- Collaborate with the Support and Infrastructure team to determine task priorities
- Ensure team focus and minimize external disruptions
- Introduce new tools to ensure effective project management and team collaboration
- Provide progress reports and update stakeholders on roadblocks and current status
- Handle critical incidents and alert management
- Partnered with Network Engineers, Linux Engineers, and Developers to eliminate obstacles and aid in documenting project artifacts
- Manage and supervise the 2nd Line Support team to ensure high productivity
- Generate statistical reports to identify areas of growth or improvement
- Create strategies or facilitate workshops for enhancing the team's skills and knowledge.
ACTING SUPPORT SERVICES MANAGER
XLink Communications (Pty) Ltd
09.2019 - 01.2020
- Generate 2nd Level Support team's productivity statistical reports
- Conduct 2nd Level Support team's monthly performance development sessions
- Manage team to meet commitments
- Ensure and maintain CPE product and knowledge training is conducted in team
- Manage data of CPE devices on monitoring platforms
- Attend to all communications to clients and 3rd parties regarding failures and status updates
- Guided the team and organization on how to use Agile/Scrum practices and values
- Collaborate with the Support and Infrastructure team to determine task priorities
- Ensure team focus and minimize external disruptions
- Introduce new tools to ensure effective project management and team collaboration
- Provide progress reports and update stakeholders on roadblocks and current status
- Handle critical incidents and alert management
- Partnered with Network Engineers, Linux Engineers, and Developers to eliminate obstacles and aid in documenting project artifacts
- Manage and supervise the 2nd Line Support team to ensure high productivity
- Generate statistical reports to identify areas of growth or improvement
- Create strategies or facilitate workshops for enhancing the team's skills and knowledge.
DATA & APN MANAGEMENT SUPPORT CONSULTANT
XLink Communications (Pty) Ltd
04.2018 - 08.2019
- Analyzed and reported back on 8 APNs across 2 MNO providers
- Generated and provided statistical APN usage quarterly, monthly, and weekly and reports
- Prepared APN data usage reports to assist business leaders with key decision making and strategic planning
- Investigate and provide resolutions for high data usage users on APNs
- Communicated insights and recommendations to business leaders in a clear and concise way
- Collaborating with cross-functional teams to identify data-related opportunities and challenges
- Continuously monitoring and reviewing data to identify any emerging trends or changes
- Identifying and implementing data-driven solutions to optimize performance and efficiency
- Providing guidance and support to other team members on data-related issues
- Documented effective and replicable methods for extracting data and organizing data sources.
OUTBOUND SERVICE CENTRE CONSULTANT
XLink Communications (Pty) Ltd
06.2013 - 03.2018
- Technical telephonic support
- Resolve issues in line with service center standards
- Capture all support/resolved information on CRM System
- Device estate and monitoring Escalation Management
- Coverage and Network Escalations 3rd party and priority client's escalation management
- Managed 1st Line Support escalations and customer escalations
- Managed and tracked all network coverage escalations with the MNO
- Logistic Services - Stock management of CPE devices for technicians when required
- Managed and coordinated daily priority installations and roll outs
- Managed and coordinated daily unit retrieval requests from the Cancellations department.
Education
No Degree - Snowflake Foundations
Snowflake
03.2024
No Degree - Snowflake Data Analyst
Snowflake
03.2024
Bachelor of Commerce -
MANCOSA
01.2024
Certified ScrumMaster (CSM) -
Scrum Alliance
01.2022
ITILv4 Foundation -
Torque IT
01.2020
Skills
- Strategic Planning
- Stakeholder Management
- Project Management
- Collaboration
- Decision Making
- Negotiation Skills
- MS Office (Word, Excel & PowerPoint)
- Agile Methodologies
- Scrum Framework
- Written & Verbal Communication
- Interpersonal
- Effective Communication
- Leadership
- Relationship Management
- Conflict Resolution
- Technical Understanding
- Software Development Lifecycle
- Data Analysis
- Cost Control
- Cross-Functional Collaboration
- Root Cause Analysis
- Kanban
- Continuous Improvement
- Coaching
- Risk Management
- Requirements Analysis
- Purchasing and Procurement
- Incident Management
- IT Governance
- Application Support
- Change Management
Languages
English
Isizulu
Personal Information
Nationality: South African
Links - Website
https://bold.pro/my/zinhle-mohlake-230626102659/675
Timeline
IT OFFICE MANAGER
Phillip Morris International
01.2024 - Current
SUPPORT SERVICES SUPERVISOR
XLink Communications (Pty) Ltd
02.2020 - 03.2023
ACTING SUPPORT SERVICES MANAGER
XLink Communications (Pty) Ltd
09.2019 - 01.2020
DATA & APN MANAGEMENT SUPPORT CONSULTANT
XLink Communications (Pty) Ltd
04.2018 - 08.2019
OUTBOUND SERVICE CENTRE CONSULTANT
XLink Communications (Pty) Ltd
06.2013 - 03.2018
Bachelor of Commerce -
MANCOSA
Certified ScrumMaster (CSM) -
Scrum Alliance
ITILv4 Foundation -
Torque IT
No Degree - Snowflake Foundations
Snowflake
No Degree - Snowflake Data Analyst
Snowflake
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