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Product Support Analyst

3 months ago

Johannesburg, South Africa Network Contracting Full time
Our client requires a Production Support Analyst in the banking industry for a 12 months contract

12 Month contract role for Production Support Analyst with
3-5 years technical and support experience,

Purpose of the role:
To maintain the stability, efficiency, and reliability of an organization's production systems and applications. The primary purpose of this position is to ensure that all production environments run smoothly and that any issues are promptly identified, analyzed, and resolved to minimize downtime and impact on business operations.

Requirements :
  • 3-5 years technical and support experience
  • Office based and willing to work weekends and extended hours when required
  • Experience with SQL and a variety of databases. e.g. MySQL, APIs, file transfers protocols
  • The ability to understand JSON/XML
  • Excellent communication skills and ability to engage with internal and external stakeholders and clients.
  • Working understanding of Foreign Exchange and SWIFT would be beneficial

Specific Additional Experience
  • Relevant degree
  • 3-5 years technical and support experience
  • Working understanding of Foreign Exchange and SWIFT would be beneficial
  • Proven experience of working hands-on with a variety of API integrations and providing technical support on the same, preferably in a Banking environment.
  • Knowledge of relevant internet and connectivity protocols.
  • Knowledge of API's (REST) and the ability to understand JSON/XML/SQL files.
  • Expert experience in reading log files, understanding of reading traceroute and telnets.
  • Experience with SQL and a variety of databases. MySQL etc. (internal and external APIs, file transfers, and SQL queries).
  • Creative, collaborative thinker with an ability to learn new things, assess problems, and identify proactive solutions quickly.
  • Self-starter, dependable, reliable, detail oriented, time management sensitive, and comfortable leading change and getting things done with accuracy.
  • Stakeholder management experience, with the ability to communicate effectively at different levels of an organization.
  • Excellent oral and written communication skills

Key outputs
  • To provide guidance as a technical resource and subject matter expert for the bank's Host to Host channel's API offerings. To provide specialist business and systems support to Corporate and Investment (C&I) banking clients to help minimize business disruption and enable business continuity. This role provides support to a platform that operates 24x7 with business hours- Monday to Sunday and will include some out of hours activity to support both anticipated and unplanned system changes.
  • Working understanding of Foreign Exchange and SWIFT would be beneficial
  • Serves as a liaison between various product and client engagement teams.
  • End to end resolution of production queries raised by the client engagement teams while also ensuring constant liaison activities with relevant stakeholders till resolution.
  • Troubleshooting existing integrations and providing technical support to our C&I clients.
  • Relationship management: Facilitates issue resolution with technology partners and plays an advisory role as it relates to system enhancements for an enhanced client experience.
  • Communicates product and detailed data specifications to clients and partners as needed in technical or non-technical client meetings.
  • Identifies and suggests process and technology opportunities which will improve the API service offering to customers and drive internal efficiencies as it relates to the banks Host-to-Host platform.
  • Performs full system, data integrity and user acceptance testing with technology platforms.
  • Provides technical expertise and guidance to clients representatives and technical specialists.
  • Expert experience in troubleshooting network problems.

Contact me at the detail listed below.

Thank you,

Theresa Steenkamp
Key Account Manager - Network Contracting Solutions
tsteenkamp at networkcontracting co za