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.