Support Analyst Api

5 months ago

Sandton, South Africa Blue Label Telecoms Full time

**JOB PURPOSE**

**RESPONSIBILITIES**

**Production System Monitoring and Incident Management**
- Respond to and resolve production incidents, service interruptions, and performance issues in a timely manner
- Conduct root cause analysis and implement corrective actions to prevent recurring incidents

**System Maintenance and Configuration Management**
- 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

**Self-Management & Leadership**
- Set an example through personal quality and productivity standards and ways of working with others
- Demonstrate abilities to anticipate and manage change. Demonstrate flexibility. in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs. Drive customer centricity
- Proven leadership, organizational, and communication skills with the ability to influence and collaborate across functions
- Excellent leadership, communication, and interpersonal skills with the ability to influence and collaborate across functions

**Work Collaboratively**
- Provide technical guidance and mentorship to junior database analysts and team members
- Build a culture of integrity, respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organisation
- Facilitate opportunities to engage and collaborate with external stakeholders (Retailers and POS Companies) to develop joint solutions
- Demonstrate ability to work in teams
- Demonstrate ability to communicate at all levels

**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**
- 3-5 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

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