Found Description
Pretoria, South Africa | Posted on 06/19/2026
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 suppo...