IT Application Support Specialist – JHB
Salary: Negotiable
Job Purpose:
o Technical support and investigation services for OST.
o Pro-active problem solving in the OST environment
o 2nd / 3rd line support for OST

Qualifications / Knowledge:
• A computer related degree / diploma (Computer Science / Business Information systems / Information Systems / Informatics) or the equivalent amount of working experience in computer field.
• SQL / database courses
• What would be advantageous:
o Any courses in the financial markets
o ITIL Foundation Certification
o Any understanding/ exposure to any programming language.
• Should have knowledge of the business processes
• Should have knowledge of IS development processes.
• Must have an interest / knowledge of the financial markets

Analyse & Support:
• Ensure Application availability
• Support users in Application usage
• Troubleshoot technical issues with regards to inputs and outputs in the OST system
• Assess the health and current status of the applications and either resolve the issues or manage their escalation to 3rd line support until the issue is resolved
• Ensure adherence to the SLA for Incident and request for service resolution
• Investigate any data quality related issues
• Ensure root cause, contributing factor and counter measures are identified and raised to the relevant stakeholders
• Perform 1st/2nd line Operational support on the Production environment.
• Analyze Incidents for performance improvement opportunities
• Identify opportunities for automation and implement standard processes
• Ensure documentation as per agreed standards
• Liaise with systems development staff with respect to system enhancements.
• Provide periodic reports to relevant stakeholders
• Contribute to projects requiring application support and change
• Interact with the users for any requests and incidents logged by the users to resolve them within the SLAs and to the users/customer satisfaction
• Report status to users on their requests/ incidents at regular interval

Monitor:
• Conduct uptime monitoring and performance monitoring
• Proactively monitor and handle job/ process failures and other system incidents
• Monitor interface of the applications supported
• Monitor and maintain applications in line with Service Level Agreement's
Internal and external relationships

Develop, enhance and manages relationships with:
• OST Business and call center staff
• System Developers and other key stakeholders in the technical teams.
• Other Operation Support teams.
• Group service teams (Service Delivery, GTI)
• Vendors where relevant
• Other relevant stakeholders

Experience:
• Experience in application support.
• Experience of working on projects and of communicating with users on technical issues.
• Work Experience in financial markets environment.

Technical competencies:
• Have a good understanding of SQL
• Have a good understanding of how to troubleshoot issues
• Have a good understanding of Windows
• Have an interest / understanding of financial markets

Personal competencies:
• Attention to detail.
• Enjoy analysing and troubleshooting problems
• Ability to spot patterns
• Ability to function effectively in a matrix structure
• Demonstrate the ability to plan, prioritise, co-ordinate and manage multiple initiatives
• Should be a team player & approachable, ability to share and consult others
• Thrive under pressure
• Must be able to handle fast pace, stressful conditions
• Ability to question conventional approaches, explore alternatives and respond to challenges with innovative solutions or services
• Ability to work well in teams to accomplish a common goal.
• Strong communication skills (both written and oral)
• Go- Getter attitude.

If you do not hear from us within 2 weeks, please consider your application unsuccessful.
SA Citizens need only apply.