Job Description

Job Classification
Nedgroup Investments is an award-winning global investment business with a growing presence in Europe. It offers a wide range of investment solutions for both retail and institutional investors. As a division of Nedbank Group Ltd, Nedgroup Investments leverages the investment and financial expertise of one of South Africa's largest financial services groups.
The Nedgroup Investments Best of Breed(TM) philosophy sees us partner with select fund managers who we believe are able to provide consistent long-term outperformance for our clients. These fund managers are experts in their field of specialisation, and we tend to partner with them for long periods of time, giving them sufficient opportunity to deliver on their mandate objectives.
We obsess about long-term performance, and our top priority is to deliver a superior investment experience for our clients.
Job Family
Information Technology
Career Stream
It Operations
Leadership Pipeline
Manage Self: Operational
FAIS Affected
Job Purpose
To follow incident management protocols and assist to restore provided IT services to normal operation as quickly as possible by liaising with Vendors and Group Technology. Assist with testing Infrastructure deployments/upgrades when required
Job Responsibilities

• Deliver on agreed timelines by ensuring the known error database is updated when new releases are deployed and relevant incidents are logged on JIRA.
• Ensure adherence to problem and incident management procedures by providing feedback and recommending process improvements.
• Contribute to operational efficiency by being cost-aware and aligning with business needs through timely stakeholder updates.
• Monitor the volume and severity of problems, escalating when thresholds are reached, in line with service level agreements.
• Build strong networks across Group Technology by understanding end-to-end service delivery and participating in agile ceremonies.
• Provide feedback to stakeholders by tracking and recording progress of actions and reviewing customer feedback and SLAs.
• Strengthen user experience by tracking the impact of recurring problems and conducting trend analysis post-change.
• Analyse incident faults and errors through root cause analysis and identify critical problem areas using capacity and availability reports.
• Identify recurring incidents by comparing current and historical problems and flagging those that may lead to future incidents.
• Ensure all incidents are recorded in line with standards and logged on both JIRA and ServiceNow where applicable.
• Determine priority classification by categorising problems and assessing impact and urgency based on system importance and user impact.
• Participate in root cause resolution with specialist teams and reference supporting documentation for system outages.
• Ensure diagnostic data is gathered and workarounds are tested before implementation.
• Record and monitor problem resolution activities using the agreed toolset.
• Update problem status to "known error" once root cause and workaround are identified and logged.
• Review unresolved known errors and problems as per the list from Release Management and ensure alignment with incident closure processes.

People Specification
We believe in employing highly motivated, sharp and quality orientated people that thrive in a culture that celebrates and supports diversity within an environment that is creative, collaborative, challenging and dynamic. Aligned to our core purpose of enabling our investors to achieve their investment goals, we are committed to enabling our staff achieve their full potential and long-term career growth at Nedgroup Investments.
Specifically for this role, we are looking for:
High standard of personal presentation.
Self-motivated and well organised with an ability to adapt and tackle a wide variety of challenges.
Ability to deal with people both within the organisation and external customers.
Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees

Preferred Qualification
BSC IT or Bachelors Degree
Minimum Experience Level
2-3 years Asset Management industry experience, IT industry experience, methodologies, and incident resolution.
Technical / Professional Knowledge

• Banking knowledge
• Banking procedures
• Business administration and management
• Business principles
• Business terms and definitions
• Data analysis
• Governance, Risk and Controls
• Microsoft Office
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Business writing skills
• Cluster Specific Operational Knowledge
• Process Design
• System Interdependencies
• IT Report Writing

Behavioural Competencies

• Continuous Learning
• Collaborating
• Customer Focus
• Initiating Action
• Work Standards
• Managing Work
• Technical/Professional Knowledge and Skills

Please contact the Nedbank Recruiting Team at +27 860 555 566
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