Technical Support Analyst

SUMMARY:
Our Client is looking for a Technical Support Analyst in the Telecommunication Sector, Financial Services Area.

POSITION INFO:
Responsible for performing level 1 and level 2 analysis of incidents and queries logged from Customer Care and Business Support teams and driving resolution thereof with the relevant DevOps, Development and Systems Analysis teams.
This role is also responsible for assisting with monitoring, testing, daily checks, generating reports, applying fixes and workarounds, general support to the business teams and providing technical expertise to team members and other technical/business areas.

Responsibilities will include:

• Providing L1 and L2 support for the IT systems, applications and services
• Ensuring availability, sustainability and accessibility of application systems/services
• Managing and ensuring SLAs and KPIs of services are maintained.
• Ensuring necessary operational controls and governance are in place and policies to ensure alignment
• Ensuring non-functional requirements are implemented with all features and user stories
• Monitor and maintain infrastructure performance, capacity and availability, providing 2nd and 3rd level of support for the resolution of application and infrastructure-related incidents and problems
• Ensuring effective monitoring of services and applications
• Troubleshooting and analysing incidents escalated from the business teams to find solutions and workarounds
• Engaging internal and external teams to identify solutions to service impacting incidents and problems
• Training and coaching business teams on best use of systems and applications
• Identification and mitigation of risks for services in production

• Agile methodologies and techniques used in development of software
• Knowledge of Incident and problem management processes
• Experience in effective troubleshooting techniques
• Cloud-native architectures, including public cloud PaaS / IaaS, micro-services architectures, APIs
• Strong problem solving skills and ability to adapt to new methods and processes
• Strong relationship building, persuasion, and collaboration skills that drives internal-and cross-team constructive feedback and support
• Strong communications skills and time-management skills, with the ability manage multiple tasks, and work well under pressure
• Understanding of both the Telecommunications and Fintech services markets and technology trends

• Matric / Grade 12 essential
• 3-year degree / diploma Bachelor’s Degree or diploma in Computer Science, Information Systems, or similar qualification
• Min 3 years’ experience in a similar role
• Knowledge and experience of Web services, SOAP and RESTful interfaces, and XML
• Experience and knowledge of Financial and Payment solutions preferred
• Min 3 years’ experience in database technologies - RDBMS, e.g. MSSQL, PostGreSQL, Oracle, MySQL, etc
• Min 3 years’ experience and knowledge of IP networks and related solutions
• Good problem solving ability in complex environment

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