Production Support Analyst

1 week ago


Parktown, South Africa PPS Recruitment Full time

**Job Advert Summary**:

- Reporting to Senior Manager: Business Engagement, the Production Support Analyst is responsible for ensuring that information around system inadequacies, inefficiencies and incident management are communicated timeously to key stakeholders and the Business Support Lead.
- Provide end to end information throughout the life cycle of the incident resolution process.

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

- Information Technology Diploma (Advantageous)
- Business Design and or Business Analysis diploma (Advantageous)
- ITIL Incident Management (Advantageous)

**Experience**:

- 3-5 Years Work Experience in a either Production Support and /or Business Analysis / Operations or Testing role within financial industry.
- Process management experience

**Duties and Responsibilities**:

- Gathering information related to incidents or issues, then determines the root cause of the problem and devises solutions to resolve the business user's issue including reporting.
- Manage the flow of incoming support requests and escalate issues to other IT specialists (internal and External).
- Assists in facilitating quality improvement interventions. Be able to assist business in solving for interim solutions while the incident is still unresolved and or implemented.
- Documents and updates Incident Management / BAU process flows and guides for implemented solutions.
- Train and provide post implementation build and UAT support to Business Stakeholders
- Understand what the agreed Service Level Agreements, technology implementation dates and production fixes versions are to ensure that all agreed incidents are categorized for resolution in this regard.
- Provide end to end information about respective incidents to stakeholders throughout the life cycle of the incident resolution process.
- Leverages on Business Analysis and Testing knowledge from the broader team to ensure that all documentation is obtained for problem resolution.
- Responsible for the completion of quality Incident management documents so that these can be further referenced in the future.
- Responsible for the storing and re use of all information relating to incidents, any technical documentation etc.
- Contributing to the formulation of good analytics around incident turnaround times and the classification of problem solving complexity



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