Level 3 Software Support Technician
6 days ago
3years
- Responsible for driving Level 3 software support in accordance with agreed standards among teams Engaging internal and external teams to identify solutions to service impacting incidents and problems
- Engaging and coordinating L1 and L2 support on Incident Resolution Engaging Customers to clarify Incidents and gather feedback
- Managing client and stakeholder relations within CIB FX environment Ticket Management: Driving resolution on INC with various teams and stakeholders
- Update manage INC to keep people informed
- Update manage various MS Teams groups to keep teams/stakeholder groups informed
- Run / manage MS Teams info back to incident tickets
- Closing out incident and getting feedback to customers Service Availability
- Managing and ensuring key metrics of services are maintained (MTTR and alike) Contribute to operational controls and policies to ensure alignment
**Qualifications and Experience**:
- Agile methodologies and techniques used in development of software
- Knowledge of Incident and problem management processes
- Experience in effective troubleshooting techniques
- Knowledge of Cloud - AWS and micro-services architectures, APIs
- Strong problem solving skills and ability to adapt to new methods and processes
- Strong relationship building, persuasion, and collaboration skills that drives internal-and cross-team constructive feedback and support
- Strong communications skills and time-management skills, with the ability manage multiple tasks, and work well under
- Matric / Grade 12 essential
- Bachelor's degree in related field or equivalent work experience Computer science, business systems or IT related degree preferred
- Min 3 years experience in a similar support role Corporate and Investment Banking Knowledge and experience of Web services, SOAP and RESTful interfaces, and XML
- Knowledge and experience of Desktops and networking
- Experience and knowledge of Financial and Payment solutions preferred
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