Senior Support Analyst Api

2 months ago

Sandton, South Africa Blue Label Telecoms Full time

**JOB PURPOSE**

**RESPONSIBILITIES**

**Root Cause Analysis**
- Conduct thorough root cause analysis for recurring or critical incidents, identifying underlying issues and implementing preventive measures to mitigate future occurrences

**Production System Monitoring and Incident Management**
- Manage and prioritize incidents according to severity levels, adhering to established SLAs (Service Level Agreements) to minimize downtime and impact on business operations
- Respond to and resolve complex production incidents, service interruptions, and performance issues in a timely manner
- Conduct root cause analysis and implement corrective actions to prevent recurring incidents

**Escalation Management & System Maintenance**
- Act as a point of escalation for unresolved technical issues, coordinating with other teams or vendors as necessary to ensure timely resolution
- Coordinate and execute changes following change management processes and procedures
- Ensure configuration consistency and adherence to best practices across production systems

**Incident Response and Problem Resolution**
- Serve as a primary point of contact for production-related incidents and service requests
- Collaborate with development, infrastructure, and support teams to troubleshoot and resolve complex technical issues
- Escalate critical incidents and engage necessary resources to expedite resolution

**Continuous Improvement and Performance Optimization**
- Identify opportunities to optimize system performance, reliability, and scalability
- Implement proactive measures to enhance system monitoring, alerting, and capacity planning
- Recommend and implement process improvements to streamline production support activities

**Security and Compliance**
- Ensure production systems comply with security policies, standards, and regulatory requirements
- Implement security controls, access management, and vulnerability remediation measures
- Participate in security audits, assessments, and remediation efforts as needed

**Documentation and Knowledge Management**
- Maintain comprehensive documentation of production systems, configurations, and troubleshooting procedures
- Update knowledge base articles, runbooks, and incident response documentation
- Contribute to training materials and share knowledge with team members to improve collective expertise

**Change Management & Vendor Management**
- Participate in the planning and execution of changes to production systems, ensuring proper testing and validation to minimize risk of disruptions
- Collaborate with external vendors and service providers to troubleshoot issues, implement upgrades, and ensure compliance with contractual agreements

**BEHAVIOURAL COMPETENCIES**
- Customer Focus
- Instills Trust
- Cultivates Innovation
- Collaborates
- Situational Adaptability
- Business Insight
- Manages Complexity
- Plans and Aligns
- Balances Stakeholders
- Ensures Accountability
- Collaborates
- Cultivates Innovation
- Customer Focus
- Instills Trust
- Situational Adaptability
- Tech Savvy

**EDUCATION**
- Matric
- Bachelor's degree in Information Technology, Computer Science, or a related field. Master's degree or relevant certifications (e.g., ITIL Expert, PMP) preferred

**EXPERIENCE**
- 5-6 years of experience in system administration, production support, or IT operations roles
- Proficiency in troubleshooting complex technical issues and system performance tuning
- Strong understanding of ITIL (Information Technology Infrastructure Library) framework and incident management processes
- Excellent communication and interpersonal skills with the ability to collaborate effectively with stakeholders
- Advance knowledge on Microsoft SQL Server
- Proven experience in a technical support role, preferably within a production environment
- In-depth knowledge of IT systems, networks, and infrastructure components
- Strong troubleshooting skills with the ability to analyse and resolve complex technical issues
- Proficiency in using monitoring tools and diagnostic utilities
- Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels
- Strong leadership abilities with experience in guiding and mentoring junior team members
- Certifications related to system administration (e.g., Microsoft Certified: Azure Administrator Associate, AWS Certified SysOps Administrator) are a plus
- Knowledge of scripting languages (e.g., PowerShell, Bash) for automation and task scheduling
- Experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus) and log analysis platforms
- Ability to work under pressure, prioritize tasks, and adapt to changing priorities in a dynamic environment
- Strong analytical mindset with a focus on problem-solving and continuous improvement

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