Specialist, Functional Support

4 weeks ago


Johannesburg, Gauteng, South Africa Standard Bank Group Full time
Job title : Specialist, Functional SupportJob Location : Gauteng, JohannesburgDeadline : March 14, 2025Quick Recommended Links
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Job Description

  • To maintain service and application stability, availability and reliability through the facilitation of the various Service Management processes and associated activities.
  • To provide level two technical support coupled with business or domain knowledge to ensure continued and quality service across geographies. Interpret complex cross functional and multi-geography data and provide recommendations to improve technology resilience

Qualifications

  • Type of Qualification: First Degree
  • Field of Study: Information Studies
  • Type of Qualification: First Degree
  • Field of Study: Information Technology

Experience Required

Delivery Enablement

Technology

5-7 years

  • Experience gained in providing level 2 technical support to an area of the business. Gain understanding and experience of the various disciplines within technology and how these relate to each other.

5-7 years

  • Proven experience in application of service management processes and frameworks with key competencies in:

Service Monitoring:

  • Oversee the performance of IT services and ensure they meet predefined service levels.

Incident Management:

  • Handle and resolve service disruptions quickly to minimize downtime.
  • Coordinate with technical teams for rapid restoration of services.

Problem Management:

  • Conduct root cause analysis (RCA) for recurring issues.

Change Management:

  • Manage and document changes to IT services to minimize risk and impact on the business.

Reporting:

  • Create and analyse service performance reports to inform management and stakeholders.
  • Track performance metrics (e.g., uptime, response times) against Service Level Agreements (SLAs).

Customer Support & Relationship Management

  • Collaborate with the service desk to improve user satisfaction.
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