Production Support Analyst

Recruiter:

Six Sense Consulting

Job Ref:

JHB000897/MS

Date posted:

Monday, May 9, 2022

Location:

Johannesburg, South Africa

JOB SUMMARY:
Well established business seeking Technical Support Specialist for a contract position
Products, services, programs and information which the individual must provide to external individuals or groups,
or one another to accomplish the organization’s mission and strategy

JOB DESCRIPTION:

EXPERIENCE:

1st Line IT support for Application Support
Incident management for Application Support (SMAX)
Logging and tracking of incidents, changes and requests
Receiving incoming queries from multiple sources, assigning and tracking queries
Proactively monitor and manage SLA and OLA on all incidents
Ensure that business incidents and requests are resolved within the SLA / OLA timeframes
Manage 3rd line escalations (Demand and vendor escalations)
Manage business escalations to Application Support
Identification and escalation of re-occurring problems and incidents
Call journey management of high priority calls
Ensure that all incidents and service requests are assigned to the appropriate teams in Application Support
Internal reporting for Application Support
Drive operational issues and escalated issues through to resolution
Drawing up performance reports by request.
Provide a high quality and standard of Application Support to the business
Assist with On-The-Job boarding for all new Support staff
Maintain shifts and standby scheduling
Day-To-Day operational status reporting of the production systems
Manage contractors HR, housekeeping and Payroll submissions to the individual contracting houses.
Support management with miscellaneous administrative duties

Please note that if you have not received a response within 14 days of submitting your application that your application was unsuccessful.
However, please keep a lookout on our website, for available positions which may be inline with your career aspirations.

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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