Technical Operations Coordinator

We're Hiring: Technical Operations Coordinator

Location: Johannesburg

Reporting To: Operations Technical Support Manager

About the Role

The Technical Operations Coordinator ensures the smooth, efficient running of daily field operations by managing technical escalations, monitoring system performance, monitoring parts and consumables, and maintaining accurate records across all operational areas.

This role is a critical operational hub, connecting the field, vendors, clients, and management with timely information, coordinated action, and consistent administrative rigour.

Key Responsibilities

Call & Escalation Management

• Monitor the CMS system throughout the day to track technical call status and identify calls requiring urgent attention.
• Prioritise all escalated calls and take appropriate action with the responsible service providers to achieve timeous, satisfactory resolution.
• Manage all inbound communications and ad hoc escalations, ensuring nothing falls through the gaps.
• Escalate calls to the Technical Support Manager & Operations Manager when required, with sufficient context to enable fast decision-making.
• Vet all call closures and escalate any that do not meet acceptable resolution standards.

Systems Monitoring

• Maintain daily oversight of all relevant operational systems.
• Monitor the Hourly Communications Report and Comms Exceptions Report daily.
• Monitor alerts and operations exception reports, escalate anomalies promptly.

Field Communications

• Monitor all calls and emails notifying service providers of communications failures at client sites.
• Follow up with service providers to ensure communication failures are identified and resolved timeously.
• Notify the Operations, Settlements, and Service Departments of any communication issues requiring their awareness or input.
• Provide feedback to Key Account Managers on all communication escalations that required urgent operational action.

Parts, Spares & Consumables

• Monitor boot stock and flag any instances where the correct spares are not issued in the correct quantities or on time, as per service contract requirements, to the Inventory Manager and Technical Support Manager.
• Flag instances where service providers carry inadequate boot stock to the Technical Support Manager and Inventory Manager.
• Identify and escalate excessive usage of any spares to the Inventory Manager and Technical Support Manager for corrective action.

Reporting & Analysis

• Monitor service provider open-call reports daily, escalate any that are absent.
• Compile monthly SLA reports by client type for month-end review.
• Compile monthly technical performance reports by device type for month-end review.
• Produce and monitor multiple-call reports to identify repeat fault patterns.
• Compile client technical history reports as required, include analysis of trends and specific incidents.
• Provide ad hoc reporting and data support to field services management as required.

Billing & Records

• Compile and vet monthly billing reports for submission to the Technical Support Manager.
• Maintain complete, accurate document records and operational filing.
• Provide input into operating manuals, communications procedures, and support documentation as required.

Site Inspections & Job Instructions

• Proof site inspections and allocate to the relevant service providers.
• Manage and escalate all queries raised on S/I and JI emails directed to operations daily.

Scheduling and Dispatch

• Coordinate technician scheduling and dispatching to ensure optimal coverage and timeous response.
• Manage the operations calendar including room bookings and team scheduling logistics.

General Administration

• Receive and respond to emails addressed to the operations function daily — escalate to technical management where applicable.
• Maintain operations asset records and coordinate asset management processes.
• Support the team with any ad hoc administrative requirements as directed by the Technical Support Manager.

Qualifications & Experience

Required

• Matric essential (Grade 12)
• Relevant qualification in Logistics, Supply Chain, Business Management.
• 2-5 years' experience in an Operations Coordinator, Technical Support Coordinator, Service Coordinator, Dispatch Coordinator, or similar operational administration role.
• Experience managing service requests, escalations, and operational support activities.
• Experience coordinating technicians, field services, vendors, or service providers.
• Experience compiling reports and analysing operational data.
• Experience maintaining accurate records, filing systems, and operational documentation.
• Experience working within service level agreements (SLAs) and performance monitoring environments.
• Strong administration and coordination experience in a fast-paced operational environment.

Key Competencies

• Attention to detail
• Prioritisation
• Communication
• Ownership & Follow-Through
• MS Proficiency
• Process Discipline

Why Join Lesaka?

Join a purpose-driven Organisation at the forefront of financial technology and merchant enablement. You'll have the opportunity to shape growth strategy, influence key customer relationships, and lead a high-performing commercial team that directly impacts Lesaka's success and advances financial inclusion across South Africa.