Job Description

Our client in the Technology industry is currently looking for an Operations Support Specialist in Century City, Cape Town (Hybrid Model)

Responsibilities:

• Operations Support Specialists will provide operational support to the company's system operators and business users across their portfolio of financial services platforms, reporting to the Chief Operating Officer (COO).
• Responsible for monitoring the performance and anomalies of the systems.
• Be part of the Incident Response Team, which is responsible for responding to system and security incidents as soon as they occur.
• Additionally, the role has a substantial role in Information Security and is responsible for assisting in the development of documentation, training materials, and, in certain instances, presenting training to fellow employees.
• Troubleshooting and Issue Resolution:
• Manage system incidents and work with the development, customer experience, and product teams to determine the root cause and ensure a rapid resolution.
• For certain products, handle incoming requests, escalate issues, and resolve problems.
• Operational and User Support:
• Provide product and system support to operational users.
• Ensure that technical issues are escalated and resolved.
• Monitor incoming system requests.
• Managing privileged accounts and permissions.
• Triage of escalations from first-level customer support (if applicable)
• Troubleshoot identified issues and problems raised by system users.
• Data Extracts and Reporting:
• Build dashboards to provide visibility into data.
• Produce ad hoc reports in response to client requests or based on audit and other control requirements across the company.
• System Monitoring and Maintenance:
• The creation and management of analytics dashboards.
• Monitoring of transactional metrics is essential.
• Report any anomalies relating to transactions.
• Monitor the performance of the system and respond to performance alerts.
• Monitoring system issues and incidents, triaging and elevating, as necessary.
• In order to minimize disruptions and downtime, ensure appropriate steps are taken for system maintenance.
• Process Improvement:
• Analyse the general operations of the system to identify areas for improvement in processes and procedures.
• Enhance the efficiency of product-related operational processes.
• Compliance:
• Assist with ensuring that operational processes and activities are in compliance with company policies, particularly with regard to Incident Management, Service Management, Privileged Account Management, and other aspects of information security.
• Participate in the information security management team.
• Conduct internal audits and participate in external audit activities as required.
• Assist in the documentation of information security procedures and policies.
• Develop training materials for information security in collaboration with engineering, operational, and human resources teams.
• Provide training to internal and external stakeholders.

• Strong experience in operational support, data analysis and administration, and SQL knowledge is a must.
• Have experience with the backend systems of transactional platforms as well as knowledge of the context in which the platform is operated.
• Analytical and diagnostic skills.
• Critical thinker and natural problem solver.
• Insatiable curiosity and willingness to learn.
• Interpersonal skills and able to communicate at all levels of the business.
• Organised and able to work under pressure.
• Solid understanding of data structures.
• Professional with the ability to communicate at all levels of the organisation.
• Proven ability to learn quickly and understand complex business systems.
• Technical acumen.
• Basic understanding of financial markets (Share trading)
• At least 2 - 3 years experiences in a similar role.
• Ability to write complex SQL queries.
• A qualification in Information Systems, Business Administration, Computer studies or similar is an advantage.
• Experience managing system incidents.
• Fluent in use of Jira, OpsGenie and Service Desk is preferred.
• Ability to design and implement dashboards using tools such as Amazon QuickSight etc. is preferred.

• R35 000 xe2x80x93 R40 000 per month.

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