Production Support Analyst

3 months ago

Johannesburg, South Africa PPS Recruitment Full time

**Job Advert Summary**:
The role will also be responsible to provide end to end production support throughout the life cycle of the incident resolution process within Service Level Agreement.

**Minimum Requirements**:
**Education**:

- Bachelor's degree in a Computer Science/IT/Business Design and or Business Analysis diploma
- ITIL Incident Management (Advantageous)
- Scaled Agile Framework (SAFe) qualification (Advantageous)

**Experience**:

- 5 years Work Experience in either Production Support and/or Business Analysis and/or Testing role within the financial industry.
- Process management experience

**Knowledge and Skills (maximum of 10)**:

- Process Management Knowledge
- Understanding in implementing problem management / incident resolution methodologies
- Understanding of Systems Development Life Cycles (SDLC)
- Knowledge and understanding of Incident Management, Problem Resolution and Priority management.
- Understanding the IT landscape
- Ability to influence and understand IT dependencies and interdependencies to ensure that priority incidents are sequenced for resolution and deployment.

**Duties and Responsibilities**:

- Ensure that critical issues around the system and incidents are communicated timeously to all key stakeholders and managed properly with the defied Service Level Agreement.
- Drive and maintain the production support’s performance and ensure prompt delivery to business.
- Ensuring the business SLA is reached with a key focus in delivering exceptional service.
- Responsible for the completion of quality Incident Management documents.
- Responsible for the formulation of good analytics around incident turnaround times and the classification of problem-solving complexities.
- Working with cross-functional teams to deliver exceptional service to all customers according to the published service levels and quality standards.
- Cultivate a performance driven collaborating with all the business units.
- Implement and manage effective systems and practices.
- Continuously analyse and interpret data to identify optimisation opportunities, gaps and risks within the business areas.
- Ensure that all applicable incidents reported are included as part of the overall business solution.
- Ensure that all information relating to incidents, any technical documentation updates etc. have been documented and stored appropriately.
- Manage information related to incidents or issues, determines the root cause of the problem and devises solutions to resolve the business user's issue.
- Manage and complete the flow of incoming support requests and escalate these requests to other IT specialists (internal and external) where applicable
- Monitor incident management, receiving incidents and requests from end-users, analysing these and responding to the end user with a solution..
- Train and provide post implementation d support to Business Stakeholders
- Provide end to end information about respective incidents consistently to stakeholders throughout the life cycle of the incident resolution process.
- Leverages off Business Analysis and Testing knowledge from the broader team to ensure that all documentation is obtained for problem resolution.
- Ensure that functional requirements are delivered on business requirements through a structured work approach using quality, governance, and customer service within, but not limited to, the Scaled Agile methodology.
- From time-to-time, transition into a Business Analyst role to gather the requirements, map business processes and develop functional requirement specifications.

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