Job Summary:
Provide high quality application and systems support, understand the nature and business impact of requests and perform the required analysis. Provide second line support for technical and functional solutions
Responsibilities:
- Provide high quality operational and technical application and systems support to customers and internal business functions.
- Provide second line support service to NOC, Service Desk, Business Desk SA and Business Desk MAH
- Resolve incidents, problems, service requests and change requests in line with business priorities.
- Resolve calls logged within the agreed MTTR (Mean time to resolve) included in agreed SLAs.
- Ensure Incident / Request updates are at an acceptable quality.
- Document and provide analysis of defects to solution teams
- Create diagnostic scripts and other aids per system e.g., simple diagnostic question sheets, historical records, known error lists, predefined extract scripts, etc.
- Collaborate with the Solution Delivery teams and Architectural teams with regards to planning, designing, architecture development and configuration of the technical platforms for the Application Support portfolio.
- Participating in deployment handover sessions.
- Be available to the business and support leads for operational support.
- Involvement in internal projects.
- Assist with On-The-Job training.
- Participate in Priority war room sessions.
- Participating in disaster recovery exercises.
- Generate and execute scripts related to daily support requirements.
Continuous Improvement:
- Ensure the consistency and stability of the environment and produce SOPs for day-to-day operations
- Minimising adverse impacts of Incidents and Problems on business and preventing reoccurrence of Incidents
- Proactively monitoring of and fixing system and data related errors
- Consult with business to identify business problems and opportunities to enhance existing processes
- Provide advice on the support and maintenance of systems
- Contribute to continuous improvement by using technology and improving processes
- Stay current on industry practices and trends
- Conduct quality control protocols to reduce errors and improve the effectiveness of production systems
Skills:
- Matric and tertiary qualifications.
- 4 years’ experience as a technical analyst
- Hands-on experience:
- Oracle, SQL Server
- Web Methods
- Web Services
- Automation / Scheduling tools / frameworks
- SOA
- SQL
- SharePoint
- F5
- SQL Server Integration Services
- SQL Server Reporting Services
- ESB
- Create monthly reports to track progress of solutions against identified benefits
- Stakeholder Management
- Develop and maintain relationships with key stakeholders across the business
- Technical Competencies
- Understanding of basic integration concepts
- Basic knowledge of the Agile and Software Development Life Cycle (SDLC) processes, cloud computing, ITIL, COBIL
Job Summary:
Provide high quality application and systems support, understand the nature and business impact of requests and perform the required analysis. Provide second line support for technical and functional solutions
Responsibilities:
- Provide high quality operational and technical application and systems support to customers and internal business functions.
- Provide second line support service to NOC, Service Desk, Business Desk SA and Business Desk MAH
- Resolve incidents, problems, service requests and change requests in line with business priorities.
- Resolve calls logged within the agreed MTTR (Mean time to resolve) included in agreed SLAs.
- Ensure Incident / Request updates are at an acceptable quality.
- Document and provide analysis of defects to solution teams
- Create diagnostic scripts and other aids per system e.g., simple diagnostic question sheets, historical records, known error lists, predefined extract scripts, etc.
- Collaborate with the Solution Delivery teams and Architectural teams with regards to planning, designing, architecture development and configuration of the technical platforms for the Application Support portfolio.
- Participating in deployment handover sessions.
- Be available to the business and support leads for operational support.
- Involvement in internal projects.
- Assist with On-The-Job training.
- Participate in Priority war room sessions.
- Participating in disaster recovery exercises.
- Generate and execute scripts related to daily support requirements.
Continuous Improvement:
- Ensure the consistency and stability of the environment and produce SOPs for day-to-day operations
- Minimising adverse impacts of Incidents and Problems on business and preventing reoccurrence of Incidents
- Proactively monitoring of and fixing system and data related errors
- Consult with business to identify business problems and opportunities to enhance existing processes
- Provide advice on the support and maintenance of systems
- Contribute to continuous improvement by using technology and improving processes
- Stay current on industry practices and trends
- Conduct quality control protocols to reduce errors and improve the effectiveness of production systems
Skills:
- Matric and tertiary qualifications.
- 4 years’ experience as a technical analyst
- Hands-on experience:
- Oracle, SQL Server
- Web Methods
- Web Services
- Automation / Scheduling tools / frameworks
- SOA
- SQL
- SharePoint
- F5
- SQL Server Integration Services
- SQL Server Reporting Services
- ESB
- Create monthly reports to track progress of solutions against identified benefits
- Stakeholder Management
- Develop and maintain relationships with key stakeholders across the business
- Technical Competencies
- Understanding of basic integration concepts
- Basic knowledge of the Agile and Software Development Life Cycle (SDLC) processes, cloud computing, ITIL, COBIL
Desired Skills:
- 4 years experiance
- o Oracle
- SQL Server
- o Web Methods
- o Web Services
- o Automation / Scheduling tools / frameworks
- o SQL