Level 3 Software Support Technician
3 days ago
**Job Duties/Responsibilities will include**:
Responsible for driving Level 3 software support in accordance with agreed standards among teams Engaging internal and external teams to identify solutions to service impacting incidents and problems
Engaging and coordinating L1 and L2 support on Incident Resolution Engaging Customers to clarify Incidents and gather feedback
Managing client and stakeholder relations within CIB FX environment Ticket Management: Driving resolution on INC with various teams and stakeholders
Update manage INC to keep people informed
Update manage various MS Teams groups to keep teams/stakeholder groups informed
Run / manage MS Teams info back to incident tickets
Closing out incident and getting feedback to customers Service Availability
Managing and ensuring key metrics of services are maintained (MTTR and alike) Contribute to operational controls and policies to ensure alignment
Agile methodologies and techniques used in development of software
Knowledge of Incident and problem management processes
Experience in effective troubleshooting techniques
Knowledge of Cloud - AWS and micro-services architectures, APIs
Strong problem solving skills and ability to adapt to new methods and processes
Strong relationship building, persuasion, and collaboration skills that drives internal-and cross-team constructive feedback and support
Strong communications skills and time-management skills, with the ability manage multiple tasks, and work well under
Matric / Grade 12 essential
Bachelor's degree in related field or equivalent work experience Computer science, business systems or IT related degree preferred
Min 3 years experience in a similar support role Corporate and Investment Banking Knowledge and experience of Web services, SOAP and RESTful interfaces, and XML
Knowledge and experience of Desktops and networking
Experience and knowledge of Financial and Payment solutions preferred
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