Operations Support Specialist

2 weeks ago

Century City, Western Cape, South Africa Insphired Recruitment Solutions Full time

Operations Support Specialists will provide operational support to the company's system operators and business users across our portfolio of financial services platforms, reporting to the Chief Operating Officer (COO).


Operational Support Specialists will also be part of the Incident Response Team, which is responsible for responding to system and security incidents as soon as they occur.


Additionally, the role has a substantial role in Information Security and is responsible for assisting in the development of documentation, training materials, and, in certain instances, presenting training to fellow employees.


  • Troubleshooting and Issue Resolution
  • Manage system incidents and work with the development, customer experience, and product teams to determine the root cause and ensure a rapid resolution.
  • For certain products, handle incoming requests, escalate issues, and resolve problems.
  • Operational and User Support
  • Provide product and system support to operational users.
  • Ensure that technical issues are escalated and resolved.
  • Monitor incoming system requests.
  • Managing privileged accounts and permissions
  • Triage of escalations from firstlevel customer support (if applicable)
  • Troubleshoot identified issues and problems raised by system users.
  • Data Extracts and Reporting
  • Build dashboards to provide visibility into data.
  • Produce ad hoc reports in response to client requests or based on audit and other control requirements across the company.
  • System Monitoring and Maintenance
  • The creation and management of analytics dashboards
  • Monitoring of transactional metrics is essential.
  • Report any anomalies relating to transactions.
  • Monitor the performance of the system and respond to performance alerts.
  • Monitoring system issues and incidents, triaging and elevating as necessary.
  • In order to minimize disruptions and downtime, ensure appropriate steps are taken for system maintenance.
  • Process Improvement
  • Analyse the general operations of the system to identify areas for improvement in processes and procedures.
  • Enhance the efficiency of productrelated operational processes.
  • Compliance
  • Assist with ensuring that operational processes and activities are in compliance with company policies, particularly with regard to Incident Management, Service Management, Privileged Account Management, and other aspects of information security.
  • Participate in the information security management team.
  • Conduct internal audits and participate in external audit activities as required.
  • Assist in the documentation of information security procedures and policies.
  • Develop training materials for information security in collaboration with engineering, operational, and human resources teams.
  • Provide training to internal and external stakeholders.
Qualifications & Experience

  • At least 3 years experiences in a similar role
  • Ability to write complex SQL queries
  • A qualification in information systems, business administration, computer
studies or similar is an advantage.

  • Experience managing system incidents
  • Fluent in use of Jira, OpsGenie and Service Desk is preferred
  • Ability to design and implement dashboards using tools such as Amazon QuickSight etc. is preferred

Salary:
R35, R40,000.00 per month

Ability to commute/relocate:

  • Century City,

Western Cape:
Reliably commute or planning to relocate before starting work (required)

Application Deadline: 2023/08/28

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