Senior Technical Specialist
3 days ago
- System Management and Engineering:
- Provide technical administration and support expertise for system upgrades, change requests, improvements, fixes, and overall structure and operations.
- Effectively manage overall availability, structure, and content of central systems.
- Coordinate and perform change assessments, attend to change control boards, provide or perform required change documentation and procedures.
- Plan and coordinate installation, upgrades, configuration, development, and testing of systems and relevant technology to ensure overall stability and reliability.
- Coordinate and drive the creation, updating of system documentation and standard operating procedures.
- Manage the GK Store Manager in the production environment to ensure optimal functioning.
- Support security vulnerability mitigation or investigation processes, effectively researching possible solutions, writing scripts, and implementing required security measures.
- Incident and Vendor Management:
- Provide expert-level technical support, manage, and ensure resolution of all logged incidents/problems within area of technology according to agreed Service Level Agreement (SLA) and quality standards.
- Ensure that all incidents are logged to various vendors and 3rd parties, and ensure vendors provide relative feedback on all stages of the query resolution as per the agreed SLA.
- Responsible for managing and coordinating 3rd party or technology partner/vendor technical support activities on installations, upgrades, or to resolve escalated incidents.
- Ensure the vendors comply with Shoprite standards and best practices.
- Resolve any escalated security incidents timeously.
- Manage available Vendor hours as per support contract.
- Training Support:
- Provide technical GK system training to IT Field Support Engineering teams as and when required.
- Guide, coach, and support internal and external teams to ensure efficient systems integration and/or facilitate learning of new technologies and processes.
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