Job Description

Closing Date 2025/09/26
Reference Number MMH250919-5
Job Title IT Operations Support Specialist
Position Type Permanent
Role Family Client Services
Cluster Metropolitan Life
Remote Opportunity Some of the time
Location - Country South Africa
Location - Province Western Cape
Location - Town / City Bellville
Introduction
Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance. www.metropolitan.co.za
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
Provide technical support through diagnosing incidents/problems to determine cause of incidents/problems in order to resolve incidents/problems quickly and facilitate teams assembled to resolve incidents/problems.
Requirements

• Matric
• A relevant diploma or degree in Information Technology
• 4-6 years' experience in a service environment
• Proven specialised knowledge and relevant experience of the ITIL Service Management Framework

Duties & Responsibilities
Internal process:

• Classification and initial support of incidents/problems
• Investigation and analysis of incidents/problems
• Routing of incidents/problems to relevant team
• Ensure resolution of incidents/problems
• Ensure incidents/problems closed
• Incident monitoring, tracking and communication
• Identify recurring incidents for problem management to resolve root cause
• Effective and consistent communication to stakeholders on issue resolution progress
• Analyse all incidents/problems to identify process and system inefficiencies
• Report regularly to relevant stakeholders on findings to drive process improvements and issue awareness
• Initiate correct action for improvements where relevant
• Identify multi-disciplined team members required to resolve incidents/problems
• Facilitate multi-disciplined team to resolve incidents/problems
• Identify work arounds or resolution for incidents/problems
• Identify root cause for problems
• Draft incident/problem report

Client Services:

• Build and maintain relationships with internal and external stakeholders
• Deliver on service level agreements made with internal and external stakeholders in order to ensure that stakeholder expectations are managed
• Make recommendations to improve systems and processes
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional service

People:

• Develop and maintain productive and collaborative working relationships with peers and stakeholders
• Positively influence and participate in change initiatives
• Continuously develop own expertise in terms of professional, industry and legislation knowledge
• Contribute to continuous innovation through the development, sharing and implementation of new ideas
• Take ownership for driving career development

Finance:

• Identify solutions to enhance cost effectiveness and increase operational efficiency
• Manage financial and other company resources under your control with due respect
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum

Competencies

• Business Acumen
• Client/ Stakeholder Commitment
• Drive for Results
• Leads Change and Innovation
• Technical
• Communication Skills
• Collaboration
• Impact and Influence
• Self-Awareness and Insight
• Diversity and Inclusiveness
• Problem Solving

Policy
We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Skills Required