Application Support Engineer: Systems Monitoring

4 weeks ago


Centurion, Gauteng, South Africa The South African National Roads Agency Full time
Job title : Application Support Engineer: Systems Monitoring (2683)Job Location : Gauteng, CenturionDeadline : April 13, 2025Quick Recommended Links
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MINIMUM REQUIREMENTS:

  • A Diploma in IT at an NQF level 6.
  • Five (5) years of relevant experience.

Certificates:

  • ITIL Foundation

ADVANTAGEOUS:

  • Experience in Monitoring Enterprise Services (Network, Applications, Backups, Servers).

KEY RESPONSIBILITIES:

Management of systems in accordance with ITIL Methodologies:

  • Respond to calls and requests logged on Helpdesk timeously and resolve them accordingly.
  • SLA Management for Service Availability.
  • Follow the change management, incident management and problem management according to the ITIL Framework.
  • Provide input to 2nd level support and 3rd Level on resolution of all Systems Monitoring related tickets.
  • 24X7 monitoring of transaction flow between the entity to entity across all SANRAL domains.
  • Continuous Improvements.

Operational

  • Support of SANRAL systems using monitoring solution: Operation Bridge Manager and Network Node Management.
  • Performance Manager, Network Node Manager and Operations Manager for windows.
  • 1st line support: troubleshooting on real-time alerts and network-related issues.
  • Receive alerts, analyse, log, and manage incident tickets from start to finish.
  • Record, track and ensure resolution of operational incidents, problem and service request tickets including those reported to the Service Desk, identified by Systems Monitoring tools.
  • Liaise with internal and external support entities on SLA and tickets management.
  • Follow the incident management life cycle and follow up on the status of incidents on behalf of users and communicate progress update in a timely manner.
  • Utilise the internal monitoring tool to identify issues in the flow of transactions from entity to entity across all domains.
  • Execute SQL scripts to identify problems on transactions flow.
  • Analyse and report SQL job failures.

Reporting

  • Provide daily statistic report of Systems Monitoring Availability KPI's.
  • Provide a daily report on all Systems Monitoring related logged, open and closed tickets.
  • Compile ad-hoc reports as and when required by the business
  • Compile daily automated logged incident tickets using the Incident Management Tool (ITSM).
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