Production Support Analyst
1 day ago
Gauteng, JHB - Western Suburbs
(Marker related)
Well established business seeking Technical Support Specialist for a contract position
Products, services, programs and information which the individual must provide to external individuals or groups,
or one another to accomplish the organization’s mission and strategy
**EXPERIENCE**:
- 1st Line IT support for Application Support
- Incident management for Application Support (SMAX)
- Logging and tracking of incidents, changes and requests
- Receiving incoming queries from multiple sources, assigning and tracking queries
- Proactively monitor and manage SLA and OLA on all incidents
- Ensure that business incidents and requests are resolved within the SLA / OLA timeframes
- Manage 3rd line escalations (Demand and vendor escalations)
- Manage business escalations to Application Support
- Identification and escalation of re-occurring problems and incidents
- Call journey management of high priority calls
- Ensure that all incidents and service requests are assigned to the appropriate teams in Application Support
- Internal reporting for Application Support
- Drive operational issues and escalated issues through to resolution
- Drawing up performance reports by request.
- Provide a high quality and standard of Application Support to the business
- Assist with On-The-Job boarding for all new Support staff
- Maintain shifts and standby scheduling
- Day-To-Day operational status reporting of the production systems
- Manage contractors HR, housekeeping and Payroll submissions to the individual contracting houses.
- Support management with miscellaneous administrative duties
For more information please contact:
Mandy Scullard
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