Operations Support Specialist

3 days ago

Century City, South Africa BYTE ORBIT Full time

**Skills **& requirements****:
01.

KEY RESPONSIBILITIES:
**Troubleshooting and Issue Resolution**
- Manage system incidents and work with development, CX and product teams to identify root cause and drive rapid resolution to system incidents
- For certain products, handle incoming requests, escalations and issue resolution

**Operational User Support**
- Assist operational users with product and system queries
- Escalate technical issues and ensure they are addressed
- Monitor incoming requests from system users
- Manage privileged accounts and permissions
- Triage escalations from first level customer support (if applicable)
- Troubleshoot identified issues and problems raised by system users

**Data Extracts and Reporting**
- Build dashboards for visibility of data
- Generate ad hoc reports based on client requests or audit and other control requirements across the company.

**System Monitoring and Maintenance**
- Create and manage analytics dashboards
- Monitor transactional metrics
- Report on transactional anomalies
- Monitor system performance and respond to alerts regarding performance
- Monitor system issues and incidents, triage and escalate as required
- Take appropriate steps to ensure action is taken for system maintenance and minimise disruption and downtime

**Process Improvement**
- Identify areas of improvement of processes and procedures in the general operations of systems
- Enhance efficiency in operational processes specific to product related systems

**Compliance**
- Assist with ensuring operational processes and activities adhere to company policies, especially with regards to Incident Management, Service Management, Privileged Account Management and other aspects of information security
- Participate as a member of the information security management team
- Participate in external audit activites as required and conduct internal audits
- Assist with documentation of procedures and policies related to Information Security
- Work with Engineering teams, operational and HR teams in the development of informaiton security training material
- Present training to internal and external stakeholders

02.

QUALIFICATIONS & EXPERIENCE:

- At least 2 - 3 years experiences in a similar role
- Ability to write SQL queries
- A qualification in information systems, business administration, computer studies or similar is an advantage
- Experience managing system incidents
- Fluent in use of Jira, OpsGenie and Service Desk is preferred
- Ability to design and implement dashboards using tools such as Amazon QuickSight etc. is preferred

03.

COMPETENCIES:

- Analytical and diagnostic skills
- Critical thinker and natural problem solver
- Insatiable curiosity and willingness to learn
- Interpersonal skills and able to communicate at all levels of the business
- Organised and able to work under pressure
- Solid understanding of data structures
- Professional with the ability to communicate at all levels of the organisation
- Proven ability to learn quickly and understand complex business systems
- Technical acumen
- Basic understanding of financial markets (Share trading).

**Benefits**:

- Flexible Working Opportunities- Unlimited Growth Opportunities- Access To Online Learning- Employee Assistance Programme- View more benefitsPrint**Share

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