Specialist, Technical Support

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

To provide Integration application support, working as part of a team to support the production and non-production areas within the IT environment. Focus on support for multiple integration applications in the Private Banking area. 

To support the Group Infrastructure and Operations practice in driving flow and maintaining cadence of release within the larger organisation by ensuring teams apply the Agile values and principles. He/she also provides valuable information across the practice to efficiently use resources and execute standards whilst delivering on business outcomes.

Type of Qualification: Diploma

Field of Study: Information Technology

Experience Required

Delivery Enablement

Technology

4 -6 years

• Quality checks the incidents raised for Integration Level 2 Support. Provision of user support in order to achieve 100% service availability in line with it business needs.
• Correctly diagnoses, resolves, documents and escalates system incidents through to resolution
• Run Critsits sessions for major outages on behalf of Integration team.
• Performs event management by monitoring dashboards and system environments. Monitoring of key systems to ensure proactive availability of applications to customers.
• Checking of various log files to ensure continued processing, and proactive error handling.
• Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.
• Trend analysis to identify hot spots (Daily , weekly , monthly, year on year)
• Daily Incident and SLA reporting
• As a subject matter expert (SME) mentor junior staff, recommend and implement fixes and patches as recommended by vendor.

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Checking Things
• Developing Expertise
• Documenting Facts
• Establishing Rapport
• Interpreting Data
• Managing Tasks
• Meeting Timescales
• Producing Output
• Taking Action
• Upholding Standards

Technical Competencies:

• BM DataPower
• API Connect Gateway
• ACE Message Broker
• IBM MQ
• Business Process Improvement
• Change Control and Management (IT)
• IT Business Analysis/ Feature Analysis
• IT Knowledge
• IT Strategy & Planning
• Stakeholder Management