Level 3 Software Support Technician

3 days ago


Centurion, South Africa StaffCentral Consulting Full time

**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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