Layer 2 Process, Incident Analysis & Technical Writing Specialist

The Layer 2 Process, Incident Analysis & Technical Writing Specialist is a multi-dimensional role positioned across the Layer 2 Technical Validation Team and AI Project Initiative teams. The primary mandate is to drive operational excellence through process optimization, incident intelligence, and high-quality technical documentation. 

This role is responsible for improving the end-to-end Layer 2 operational lifecycle, ensuring that incidents are not only resolved but deeply understood, documented, and translated into actionable insights, improved processes, and AI-ready knowledge assets.

1. Process Improvement & Operational Optimization 

• Lead and support continuous improvement initiatives across all Layer 2 operational processes. 
• Analyse workflows to identify inefficiencies, bottlenecks, and process gaps.
• Align improvements with Central Operations’ AI and automation strategy. 
• Design and implement optimized processes that:  

• -Improve turnaround times 

• -Reduce manual effort and rework 

• -Enhance operational consistency and quality

2. Incident Analysis & Operational Intelligence 

• Perform deep-dive analysis of major and recurring incidents across Layer 2. 
• Identify trends, systemic issues, and hidden failure patterns. 
• Work closely with technical teams to validate findings and ensure root causes are accurately understood and addressed. 
• Translate incident data into actionable insights that:

• -Reduce repeat outages 

• -Improve network stability 

• -Strengthen proactive monitoring and response 

3. Incident Reporting (IR), RFO & RCA Excellence

• Drive the quality, consistency, and timeliness of: 

• -Incident Reports (IRs) 

• -Reasons for Outage (RFOs) 

• -Root Cause Analyses (RCAs) 

• Ensure all documentation is:

• -Technically accurate and complete 

• -Clearly structured and professionally written 

• -Aligned to both internal standards and customer expectations 

• Standardize formats and enforce reporting best practices across teams. 

Ensure outputs support both operational learning and executive-level reporting. 

4. Technical Writing & Knowledge Translation 

• Act as the central Technical Writing Specialist for Layer 2 operations. 
• Convert complex technical information into:  

• Clear, structured, and user-friendly documentation 

• SOPs, runbooks, and knowledge articles 

• Executive summaries and customer-facing reports 

• Ensure all documentation is:  

• -Consistent in format and terminology 

• -Easy to understand and operationally usable 

• -Aligned with DFA knowledge management standards 

• Support the creation of AI-ready documentation, enabling automation and knowledge ingestion

5. Ticket Flow & Lifecycle Management 

• Optimize the end-to-end ticket lifecycle across internal and external stakeholders. 
• Improve ticket quality and enforce completeness standards. 
• Enhance visibility, traceability, and accountability across the ticketing process. 

6. Automation Coordination & AI Enablement 

• Act as a bridge between operations and AI/automation initiative teams. 
• Identify and prioritize automation opportunities within Layer 2 processes. 
• Contribute to building AI-ready datasets from incident and process knowledge. 
• Support automation initiatives by:  

7. Stakeholder Coordination & Alignment

• Facilitate effective collaboration across internal teams and external partners. 

Ensure alignment on:  

-Process improvements 

-Process improvements 

-Reporting and documentation expectations 

8. Performance Tracking & Continuous Improvement 

• Establish feedback loops to continuously refine processes, reporting, and documentation. 
• Provide regular insights on:

-Operational performance trends 

-Systemic issues and risks 

-Improvement outcomes 

• Matric / National Senior Certificate 

• Relevant post-matric qualifications in Information Technology, Networking or a related field (e.g. National Certificate in IT)

Certifications 

• ITIL Foundation certification (or equivalent IT service management certification) 
• Recognized networking or IT infrastructure certification (e.g. CompTIA, Microsoft or equivalent) advantageous .
• Training in process improvement, problem management or technical writing is advantageous .

WORKEXPERIENCE 

• 8+ years’ experience in IT service management or network operations, preferably within a telecommunications or enterprise service provider environment .
• Proven experience in major incident, problem and/or escalation management, including coordinating high-priority incidents across multiple teams and vendors .
• Experience producing incident, RFO/RCA and SLA performance reporting for operational, customer and executive audiences. 
• Experience supporting enterprise or wholesale customers in an SLA-driven service environment .
• Experience in a supervisory, shift lead or team coordination capacity is advantageous .
• Exposure to operational transformation, automation or AI-enabled improvement initiatives is advantageous.