Senior Specialist: Application Support

1 week ago

Midrand, South Africa Vodafone Full time

**.**:
**When it comes to igniting a team of trailblazers, we're number 1.**

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2024.

**Role Purpose/Business Unit**:
To support and Manage the end-to end service management of DCA automation and Patching tools.

**Your responsibilities will include**:

- Assist and vet planning of upgrades and system capacity of the monitoring tools.
- Define platform requirements, perform system tuning, measure performance, perform capacity planning and maintain business continuity capabilities.
- Define Wish Lists and Vet ICE repots for accuracy and coverage.
- Advise and manage technical implementation projects.
- Lead design efforts and evaluation of new products and integrations to update and improve Business Service Management.
- Lead assessments of new integrations and technologies, conduct proof of concepts and make recommendations for possible use in corporate IT Technology.
- Lead training efforts for staff on the use of all monitoring tools such as Micro Focus SiteScope, Diagnostics, APM.
- Provide recommendations or suggestions during the requirement elicitation sessions.
- Customization and implementation of the box solution.
- Identity dependency, risk, issues and document them.
- Promote configurations and customization between environments.
- Provide L3 support during and after project life cycle.
- Coordination with clients, Business Analysts, Technical Leads for requirements clarifications.
- Provide details information for the leads to help come up with effort estimation (Time).
- Perform market research to enhance the current toolset with any new or advanced technology to provide a higher quality of service to customers.
- Management reporting related to problem, Incident and CSI management.

**.**:

- Supplier performance measurements and improvement plans.
- Ensure optimal incident, problem management, and service management process are followed and executed.
- Perform tasks and actions related to Continuous Service Improvement.
- Ensure efficient and effective service delivery.
- Coordinate and ensure that effective service levels are maintained.
- Yearly budgeting (OPEX and CAPEX) for software renewals, purchases and licenses.
- Responsible for tracking key deliverable to meet deadlines and business objectives.
- Coordinate Change Control within the Monitoring and Patch Management environment.
- Vulnerability and Patch Management activities.
- Perform risk management procedures, business continuance scenarios, contingency and disaster recovery plans during downtime and/or major disasters.
- Driving incidents to resolution.
- Ensuring the Incident Report and Service Management Reports is provided in time.
- Ensuring communications are sent out during P1, and P2 incidents.

**The Ideal candiddate for this role will have**:
**Must have technical / professional qualifications**:

- Matric/Grade 12 is essential.
- 3 year degree or diploma in IT, Engineering, Computer Science or relevant field

**Core competencies, knowledge & experience**
- Environment utilizing Micro Focus monitoring tool stack and Oracle
- Environment with monitoring exposure to oracle weblogic and IBM Websphere server Technologies.
- ITIL Qualification.
- Java EE Programming experience.
- UML Process Modelling Experience.
- Extensive knowledge of Internal CRM Systems (MII, MII Dealer, FastTrack, Eppix, Siebel).
- Extensive experience in data analysis and KPI monitoring.
- Ensure optimal incident, problem management, and service management process are followed and executed.
- Perform tasks and actions related to Continuous Service Improvement.

**.**:

- Ensure efficient and effective service delivery.
- Coordinate and ensure that effective service levels are maintained.
- Yearly budgeting (OPEX and CAPEX) for software renewals, purchases and licenses.
- Responsible for tracking key deliverable to meet deadlines and business objectives.
- Coordinate Change Control within the Monitoring and Patch Management environment.
- Vulnerability and Patch Management activities.
- Perform risk management procedures, business continuance scenarios, contingency and disaster recovery plans during downtime and/or major disasters.
- Driving incidents to resolution.
- Ensuring the Incident Report and Service Management Reports is provided in time.
- Ensuring communications are sent out during P1, and P2 incidents.

**We make an impact by offering**:

- Enticing incentive programs, competitive benefit packages, and an exclusive 13th cheque
- Retirement funds, risk benefits, and medical aid benefits.
- Cell phone and data benefits, advantages fiber connection discounts, and exclusive staff discounts offered in collaboration with partner companies.

The base location for this role is **Vodacom Campus ,Midrand.**

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively en

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