Systems Operations Analyst - Hybrid - JHB

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

Our client is focused on building more than just software; they are driving the next generation of banking technology by enabling financial institutions to launch innovative, compliant digital products with greater speed and reliability. They are seeking a Systems Operations Analyst to join their SysOps team in a mid-level technical support capacity, responsible for maintaining the day-to-day health, stability, and reliability of their critical operational systems. This role extends beyond first-line support and requires strong analytical and problem-solving capabilities, including independent investigation, root cause analysis, and the ability to resolve complex integration and data-related issues across platforms such as Salesforce, Synatic, and Grax. The successful candidate will be expected to manage support tickets end-to-end, communicate findings effectively to both technical and non-technical stakeholders, and contribute to the continuous improvement of operational processes. The role operates within a fast-paced fintech environment where accuracy, accountability, and responsiveness are essential.

DUTIES:

• Diagnosing and resolving critical system issues across Salesforce, Synatic, and integrated platforms.
• Investigating root causes of recurring integration failures and documenting findings in the support board.
• Developing and maintaining runbooks and checklists for recurring operational problems.
• Monitoring daily system health and proactively escalating risks to the team lead.
• Performing user administration tasks in Salesforce, including profiles, roles, permission sets, and deactivations.
• Executing bulk data updates via Salesforce data tools or back-end scripts using Apex and SOQL.
• Triaging and managing support tickets through the full lifecycle, including investigation, resolution, and closure.
• Collaborating with developers and business operations teams on bug investigations and change implementations.
• Configuring and troubleshooting Synatic flows, buffers, and integration runs.
• Producing clear written summaries of technical findings for both technical and non-technical stakeholders.
• Supporting new staff onboarding by setting up system access and providing basic platform orientation.

REQUIREMENTS:

• At least 1 year of experience in a SysOps or technical support role.
• At least 1 year of hands-on Salesforce experience (administration, SOQL, data tools).
• Exposure to integration or ETL tooling, with Synatic experience advantageous.
• Working knowledge of Grax or similar data backup and recovery platforms.
• Ability to write or read basic code or scripts, including Apex, JavaScript, and SQL.
• Proficiency in Salesforce administration and reporting.
• Strong troubleshooting and analytical skills.
• Excellent written communication skills, with the ability to document technical findings clearly.
• Ability to manage multiple concurrent investigations under pressure.
• Exceptional attention to detail and a proactive approach to problem identification.
• Relevant diploma or degree in IT, Computer Science, Information Systems, or equivalent.

The analyst will be expected to develop proficiency across the following platforms:

• Salesforce — Primary CRM and operational platform used for administration, SOQL queries, data management, and Apex monitoring.
• Synatic — ETL and integration platform used for flow monitoring, run management, buffer operations, and error investigation.
• Grax — Salesforce data backup and recovery platform used for monitoring backup jobs and restoring data where required.

Working with Claude (AI-Assisted Support)

• The SysOps team works with Claude, an AI assistant, to accelerate ticket investigation and resolution — from tracing Salesforce bugs and debugging Synatic flows to drafting findings and escalation notes.
• Candidates comfortable working alongside AI tooling will be well-positioned to excel in this role.

ATTRIBUTES:

• Independent and self-directed — able to investigate issues without constant supervision.
• Detail-oriented — thorough in documentation, root cause analysis, and testing.
• Communicates clearly — writes structured investigation summaries for varied audiences.
• Collaborative — works effectively with developers, business operations, and team leads.
• Resilient under pressure — maintains quality and urgency in a high-volume support
• Continuous learner — stays current with platform changes and proactively upskills.