Location: Cape Town
Job Level: Mid
Type: Permanent

The role of the OCC Event Analyst is to monitor customer production systems and technical infrastructure, and to resolve system and application failures and alerts according to company process and procedures. The main purpose will be to act as a OCC (Single point Of Contact)-bridge for customer applications and services.

Experience
Minimum:
- 4 year IT Server and server applications support
- Extensive server and application trouble shooting, including end to end network trouble shooting experience

Ideal:
- Server Wintel/UNIX support
- IT Operations
- Systems monitoring

Essential Qualifications
- Matric
- At least one of the following certifications: MCSE/Unix/Linux/AIX/Vmare

Desirable Qualifications
- IT Related Degree or Diploma, certifications and experience.

Main Duties/Responsibilities
- Monitor the availability of the customer systems and infrastructure at time intervals as indicated in the Master Schedule
- Monitor the availability and utilisation of server and network infrastructure via the System Management Console
- Identify system failures and errors and follow the agreed procedure as specified for each system or application
- In event of system failures provide first and second line support.
- Liaise with customer/management in event of failures and restarts of key customer business Applications.
- Ensure all monitoring alerts are logged on the Incident Management System and updated accordingly to provide audit tracking and assigned to the appropriate resolver group or 3rd Party.
- Liaise with relevant resolver group and standby personnel for Second or Third line problem resolution and provide assistance in regard to the restart of applications, servers and network infrastructure.
- Ensure the daily, weekly, monthly data backup procedures are completed; implement the tape management procedures in respect of off-site storage and tape recycling.
- Ensure all scheduled tasks are run on time and in accordance with the relevant procedures
- Ensure any error conditions are escalated correctly and within correct time scales
- Ensure system checking is done within time scales defined
- Work with a single team work ethic regardless of location
- Update the Shift Report with all major and outstanding issues

Customer Support:
- Work with customer service focus at all times
- Accurate logging of all incident information – ensure full understanding and interpretation of details provided by the end-user
- Assume full responsibility to progress each incident logged onto the Incident Management System for any resolver group, irrespective of geography, application or support area, managing by priority and determined by business impact, providing regular end-user updates and ‘realtime’ escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end-user.
- To resolve support incidents as necessary according to expertise and knowledge
- Accurate identification and assignment to resolver groups
- Achieve personal targets as set by team leader and manager.
- Provide server and application level administration duties
- Update Ticket Management System and advise Support Centre staff as required
- Escalate issues to Operations Team Leader or product specialists within company

Working hours
- The service is operated on a 24 x 7 x 365 basis.
- 12 Hour shifts per a roster are performed Mondays to Sundays.
- The monthly average to be +- 160 hours.