Job Description

Job Summary Role Purpose:
Understand the nature and business impact of requests, perform the required analysis. Provide 2nd Line support for technical and functional solutions.

Responsibilities:
Service Delivery to ensure customer satisfaction

-To provide high quality and technical application and systems support to customers and internal business functions
-Provide a second line support service to NOC
-Resolve incidents, problems, service requests and change requests in line with business priorities with focus on
-Resolve calls logged within the agreed MTTR (Mean time to resolve) is within the agreed SLAxe2x80x99s
-Ensure Incident/ Request updates are at an acceptable quality
-Document and provide analysis of defects to solution teams
-Create diagnostic scripts and other aids per system e.g., simple diagnostic question sheets, historical records, known error lists, predefined extract scripts
-Proactively monitoring and fixing of systems, data related errors
-Collaborate with the Solution Delivery team, Architectural team in planning, design, architecture and configuration of the technical platforms for the Application and Support portfolio
-Participation within deployment handover sessions
-Be available to the business and support leads for operational support
Continuous improvement to ensure effective service

-Ensure the consistency and stability of the environment and produce SOP for the day-to-day operation
-Minimizing the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents
-Develop and improve reports to meet SLAxe2x80x99s and communicate performance to stakeholders
-Provide weekly and monthly reporting on team activity
-Consult with business to identity business problems and opportunities to enhance existing processes
-Provide advice in the support and maintenance of the systems
-Stay current on industry practices and trends and contribute to continuous improvement using technology and improvement of processes
-Create monthly reports to track progress of solutions against identified benefits
Technical Competencies

-Hands-on experience with some of the following disciplines
-Oracle, DQL Server, MySQL
-Web Methods
-Web Services
-Automation/ Scheduling tools/ frameworks
-SOA
-F5
-SQL Server Integration Services
-SQL Server Reporting Services
-ESB
-Microsoft Frameworks (CSF, CCF, etc)
-Working knowledge of AP-based services (e.g., REST, SOAP)
-Scripting with any language
-Amazon Web Service (AWS)
-Experience working in a high availability environment with multiple operational instances
-Facilitation
-Investigative/ Fact Finding
-Structured analysis
-Command of the English Language
-Excellent Communication Skills
Behavioural Competencies

-Relationship Building
-Conflict Resolution
-Decision Making
-Critical Appraisal
-Holistic Thinking
-Persuading & Influence
-Time Management

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