Operations Support Specialist

2 weeks ago

Cape Town, South Africa Recruitment Matters Africa Full time

platform/s that they will support as well as the context in which they operate. They will also be required to monitor systems, both in terms of performance and
transactional anomalies. The Operations Support Specialist will also be part of the Incident Response Team ensuring that system and security incidents are responded to in a timely manner. Added to this, the role also has a large part to play in Information Security and is required to assist with the development of documentation, training material, and in some instances presenting training to fellow employees.

**Responsibilities**:

- Manage system incidents and work with development, CX, and product teams to identify root cause and drive rapid resolution to system incidents.
- For certain products, handle incoming requests, escalations, and issue resolution.
- Assist operational users with product and system queries
- Escalate technical issues and ensure they are addressed
- Monitor incoming requests from system users
- Manage privileged accounts and permissions
- Triage escalations from first-level customer support (if applicable)
- Troubleshoot identified issues and problems raised by system users
- Build dashboards for the visibility of data
- Generate ad hoc reports based on client requests or audits and other control
requirements across the company.
- Create and manage analytics dashboards
- Monitor transactional metrics
- Report on transactional anomalies
- Monitor system performance and respond to alerts regarding performance
- Monitor system issues and incidents, triage and escalate as required
- Take appropriate steps to ensure action is taken for system maintenance and
minimize disruption and downtime
- Identify areas of improvement of processes and procedures in the general
operations of systems
- Enhance efficiency in operational processes specific to product-related
systems
- Assist with ensuring operational processes and activities adhere to company
policies, especially with regard to Incident Management, Service
Management, Privileged Account Management, and other aspects of
information security
- Participate as a member of the information security management team
- Participate in external audit activities as required and conduct internal audits
- Assist with documentation of procedures and policies related to Information
Security
- Work with Engineering teams, operational and HR teams in the development
of information security training material
- Present training to internal and external stakeholders

**Key skills**:

- Analytical and diagnostic skills
- Critical thinker and natural problem solver
- Insatiable curiosity and willingness to learn
- Interpersonal skills and ability to communicate at all levels of the business
- Organised and able to work under pressure
- Solid understanding of data structures
- Professional with the ability to communicate at all levels of the organization
- Proven ability to learn quickly and understand complex business systems
- Technical acumen
- Basic understanding of financial markets (Share trading).

**Qualifications**:

- At least 2 - 3 years experience 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

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

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

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