Support Analyst Team Lead

2 months ago

Port Elizabeth, South Africa Adzuna ZA B C2 Full time

The main purpose of the Support Analyst Team Lead is to support and monitor the day-to-day performance of applications in the Operations Applications suite, as well manage and complement the existing support team who are responsible for the day-to-day tasks associated it with the role. The Team Lead will assess the performance of the team, resolving complex issues, identify customer needs and training new team members.

Responsibilities:

  • Support and maintain applications within the scope of the position
  • Comply with standard processes and procedures documentation
  • Diagnose and analyse problems in a timely and professional manner
  • Monitor all production application components to ensure high availability and meet or exceed client expectation
  • Contact development teams to assist in incident resolution in relation to system alerts
  • Maintaining relationships with key strategic partners and customers
  • Identify opportunities for process, systems and application improvements in a dynamic environment architected to solve problems and improve processes
  • General knowledge of software development lifecycle
  • High degree of initiative, mature judgment, and discretion
  • Good communication and organizational skills
  • Ability to conduct and direct research into IT issues and products as required
  • Ability to present ideas in business-friendly and user-friendly language
  • Provide accurate monthly reports in a timely manner to Management
  • Become efficient in the use, workflow and capabilities of the system used for support

Qualification:

  • Relevant qualification or related experience
  • An understanding of/the ability to read and debug code advantageous
  • An understanding of different message formats advantageous
  • Customer support experience
  • Excellent written and communication skills
  • Excellent interpersonal skills
  • Ability to perform general mathematical calculations for the purpose of creating business cases,
    budgets, and so on
  • Highly self-motivated and directed
  • Detail oriented
  • Focus on solution, proven analytical, evaluative, and problem-solving abilities
  • Able to work under pressure, showing ability to effectively prioritize and execute tasks in a high
    pressure environment
  • Exceptional customer service focus
  • Team player
  • Extensive experience working in a team-oriented, collaborative environment
  • C#, .NET, MS SQL advantageous

Please consider your application unsuccessful if you have not received a response within two weeks of applying.

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