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1st Line Support Specialist

4 months ago

Cape Town, South Africa Sanlam Full time

Who are we?

Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

What will you do?

The successful candidate will join the organisation in the role of a 1st Line Support Engineer. The incumbent will be part of a highly dynamic team working in a structured process driven environment.

Guided by the Operations Manager and the Support Team Lead, this role will be responsible for monitoring systems in production, issue tracking & resolution and call management and routing.

What will make you successful in this role?

1st line support for Platform processes. Proactive end-to-end monitoring of solutions to ensure completeness and availability. Provide daily health check reports to the required stakeholders on systems in production. Engage with all stakeholders to resolve technical issues experienced within SLA. Communication to all stakeholders when required (. incident updates, Testing after Platform changes. Identify, design, and implement internal process improvements: automating of manual processes etc. Monitoring and routing of helpdesk calls received. Ensure call quality. Logging of tickets. Ensure tickets are timeously updated with information as per SLA. Ticket tracking till resolution within SLA. Ensure all Support processes are documented and up to date. Engage with Technical Data Stewards when data is not received as per schedules or not at the right quality as per controls.  User onboarding and offboarding (including documentation, session to confirm all is software & access is working, training). Identify and report risks to management  Incident, change, problem management activities.  Engagement and collaboration with multiple stakeholders. Coordination activities.

Qualifications

Matric
National Diploma in and IT related discipline
ITIL Foundation is recommended

Experience
1+ years’ experience as a 1st Line Support Engineer in a data environment 
SQL development
Experience working on SAP Hana 
Ability to read and understand procedural code 
Service Desk related experience 
Service management experience (incident management, request management, be advantageous
User Training/Onboarding

Knowledge and Skills

Good customer service skills and confidence with verbal and written communication
Understanding of basic data engineering principles
Background in writing basic navigation SQL
Understanding of data warehousing principles based on Kimball and Vault patterns
Database Knowledge
IT Data Analysis
Data Security
Risk Management
Reporting and Administration

Personal Attributes

Communicates effectively - Contributing independentlyCustomer focus - Contributing independentlyNimble learning - Contributing independentlyCollaborates - Contributing independently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing independentlyCustomer focus - Contributing independentlyDrives results - Contributing independentlyCollaborates - Contributing independentlyBeing resilient - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.