Specialist System Support

**Role purpose**:
The ERP operations specialist is responsible for the delivery and support of robust and scalable solutions. The incumbent's responsibilities:
Manage operational support of existing Oracle Fusion-based JMS as well as REST-based API interfaces between local systems and the Vodafone SAP ERP platform
Collaborate with multiple support teams to
Perform root-cause analysis on serious or persistent integration issues
Support the technical teams to enable them to design the required solutions
Test and implement permanent solutions to the above issues - monitor solution post-implementation
Validate that upgrades and new feature deliveries are deployed as per schedule
Validate that monitoring and alerting practices are implemented to enable better support
Participate in customer service configuration and scaling
Ensure continuous service uptime and availability
Manage all integration testing requirements for all EVO interfaces. Address and remediate any testing issues experienced - environment, data, users etc.
Manage resourcing and environment support requirements with the OSS & BSS EVO Fusion teams for all testing and new project requirements
Support project management activities to develop new EVO integrations - predominantly REST-based API integrations
Support infrastructure-related projects including SPDA processes, zoning projects and server hardening requirements
Perform all project-administration activities for the abovementioned projects
Support cloud-based system and integration transition projects
Support and implement continuous improvement activities within the department and division
Manage all server patch maintenance cycles, security vulnerability mitigation and all reporting of assigned servers - including vendor engagement, reporting and escalations
Manage security vulnerability reporting for the team
Communicate with business and support teams throughout

**Your responsibilities will include**:
Manage the support of EVO interfaces - both JMS and API based, including issue resolution, mitigation, root-cause analysis and solution deployment
Manage all testing requirements for existing EVO interfaces, including testing issue resolution and reporting to multiple staekholders
Manage all environment and resourcing requirements with the OSS & BSS EVO support teams
Perform project management support actions on new integration development projects
Perform project management support actions for infrastructure-related projects, including zoning, server upgrade, replacement and hardening as well as security-related projects
Perform all project-administration activities for the abovementioned projects including the creation and management of all project artefacts
Perform administrative activities against operational plans, to enable the achievement of the Technology strategy
Collaborate with multiple support and deployment teams in different global locations - for both project and support activities
Support collaboration between teams to deliver appropriate actions to keep the systems and services operational (systems availability)
Support continuous improvement processes within the ERP systems team
Support the transition to SAFe Agile-based operational and project management methodologies
Pro-active approach to incidents and incident management
Reporting (for operational, project and executive consumption)
Support the transition to ITIL disciplines: incident management, problem management, change management and release management and vendor performance management, continual services improvement regularly
Overall efficiency in executing operational tasks and activities in line with the plan to ensure the effectiveness of supported areas
Maintain relationships with customers (internal and external)
Capacity planning, reporting and investigating service performance, problem analysis
Deliver on governance and policy requirements from a system upgrade and transitioning perspective
Ability to action organisational governance and policy roadmap requirements within the technology environment
Ability to learn new skills including Agile and ITIL certifications where required

**Technical / Professional Qualifications**:
Matric / Grade 12 essential
Diploma or Degree in IT or project management
3 - 5 + years relevant experience, with a minimum of 2 years project management exposure
Professional experience and knowledge of the telecommunications industry preferred

**Core competencies, knowledge, and experience**:
Knowledge of integration methodologies and technologies - especially REST-based API and Oracle-Fusion JMS-type integration
Integration support and incident management knowledge
Experience with troubleshooting integration issues, performing root-cause analysis and defining resolutions for development and implementation
Integration testing and issue mitigation knowledge
Project administration skills including the creation and management of all project artefacts
System Development Life Cycle Managem