Senior Support Analyst

SUMMARY:
Our client is looking for a Senior Support Analyst to join their team. Primary purpose of the role i

POSITION INFO:

Our client is looking for a Senior Support Analyst to join their team. Primary purpose of the role is to form a leading analytical part of the Switch operations support team in the production payment environment, leading investigations, initiate deployments, and implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.

Responsibilities:

• Technical Support
• Effective resolution of escalated issues via root cause analysis and effective resolution and / or providing concise reporting. Implementation of application software, API's, component updates and patches.
• Represent the Switch squad in CAB.
• Ensure internal change requests are submitted, deployed, communicated, and followed up on for resolution.
• Provide 3rd line support functions for the payment service environments.
• Ensure production platforms are reviewed periodically for stability, maintenance and housekeeping is performed.
• Identify enhancements to improve supportability, operability, automation, and performance of systems.
• Maintain the internal servers where required and perform day-to-day admin tasks.
• Track and report on incidents.
• Conduct SQL/PostgreSQL scripting and DB maintenance where required.
• Monitor and refine metrics to be used as a baseline for monitoring and alerts.
• Serve as the third point of contact for customers seeking technical assistance.
• Ensure individual incidents are properly investigated, minimising financial and reputational damage.
• Holistically assess customer problems areas to identify trends.
• Escalate an unresolved problem through the internal escalations process to the development staff
• Follow up and drive escalations.
• Ensure the customer is appropriately informed through the approved channels.
• Manage the incident queue for escalation to the development team where necessary, including triage and re- prioritisation.
• Respond to outages and failures with urgency and priority.
• Improve fault tolerance even when operational conditions are not optimal.
• Ensure the solution is maintainable, and actively seek methods to reduce downtime.
• Ensure the solution is durable so that as user volumes and requirements change the solution can evolve over the long term.
• Ensure the solution simplifies support and maintenance support through traceability, and effective error messaging.
• Customer Service
• Provide after-hours support according to a standby schedule.
• Provide resolution for support requests to customers, according to the Service Level Agreement.
• Configure, troubleshoot, isolate, repair, and resolve all customer issues.
• Ensure regular and effective communication of planned and unplanned outages to customers with resolutions within SLA.
• Ensure alerts or escalations to internal teams are resolved timeously and communicated to internal & external stakeholders within SLA.
• Establish and maintain a positive professional relationship with customers.
• Prepare training documentation as and when changes are implemented.
• Adherence to SLA to ensure consistent and predictable service delivery.
• Support tactical and strategic goals of the operations team & our client as a whole.
• Provide training and mentoring for support team members, including escalated support requests.
• Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organization.
• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.
• Team Management
• As a senior member of the Operations team, you are expected to take complete ownership and lead to facilitate the creation of accountability to act as a full-service team who understand and strive to meet the needs of all stakeholders.
• Role model behaviour and motivate team members in line with the core pillars and values of the company.
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks, objectives and focusing on all aspects of sound people management:
• Provide support and guidance,
• On-the-job training and
• Mentoring
• Self-Management
• Set an example through personal quality and productivity standards and ways of working with others.
• Demonstrate consistent application of internal procedures.
• Plan and prioritize, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational and Squad needs.
• Leadership
• Be an effective leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders.
• Contributes to the team by applying their diverse skills and perspectives to achieve common goals. E.g. consistently emphasizes and advocates for the team's common goals and priorities. Volunteers promptly to help others and goes the extra mile to ensure the team's success.
• Recognizes everyone's contributions to the team.
• Coach, counsel and train