SUPPORT ANALYST
CENTURY CITY

Independent Payment Services Provider is recruiting for a well experienced Support Analyst

JOB PURPOSE
• Primary purpose of the role is to lead the operational support of the production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.

RESPONSIBILITIES
Technical Support
• Effective resolution of escalated issues via thorough root cause analysis and effective resolution and / or providing concise reporting.
• Internal change requests are submitted and followed up on for repeated requests
or issues
• Provide 2nd and 3rd level support functions for the real-time environment
• Ensure production platforms are reviewed periodically and maintenance and housekeeping is performed
• Identify enhancements to improve supportability, operability and performance of systems
• Maintain the internal servers and perform day-to-day IT admin tasks
• Track and report on incidents
• Conduct SQL scripting and DB maintenance
• Work independently to troubleshoot all support requests and follow escalation policies
• Implementations of software and patches

Customer Service
• Provide after-hours support according to a standby schedule
• Provide resolution for support requests to customers, according to the Service
• Level Agreement
• Configure, troubleshoot, isolate, repair, and resolve all customer issues
• Ensure effective communication of planned and unplanned outages to customers within SLA.
• Ensure alerts or escalations to Tech Ops are resolved timeously and communicated to requestors within SLA.
• Establish and maintain a positive professional relationship with customers
• Prepare and conduct customer training as requested
• Adherence to SLA to ensure consistent and predictable service delivery
• Support tactical and strategic goals of the operations team
• Provide training and mentoring for support team members, including escalated support requests
• Work collaboratively
• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build co-operation and overcome barriers to information sharing, communication and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions
Team Management
• Through effective inspirational leadership, facilitate the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders
• Role model behavior and motivate team members in line with the core values
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management:
• Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports
Self-Management
• Set an example through personal quality and productivity standards and ways of working with others.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs.

Leadership
• Be an effective inspirational leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders.
• Coach, counsel and train digital team, operational managers and staff to apply, support, sustain and develop a continuous improvement culture.
• Role model behaviour and motivate team members in line with the Blue Label
• Telecoms values and ethos.
• Guidance of others and active development of self to improve on their technical and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied through the business.
• Translates strategy into goals for performance and growth helping to implement organisation-wide goal setting, performance management, and annual operating planning.
• Identify the capabilities needed to meet the current and emerging business needs of the organisation.
• Evaluate current capabilities, identify gaps, and prioritize development activities

BEHAVIORAL COMPETENCIES
Customer Focus

• Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust
• Gaining the confidence and trust of others through honesty, integrity, and
• authenticity.
• Cultivates Innovation
• Creating new and better ways for the organisation to be successful.
• Collaborates
• Building partnerships and working collaboratively with others to meet shared
• objectives.
• Situational Adaptability
• Adapting approach and demeanour in real time to match the shifting demands of different situations.
Business Insight
• Applies knowledge of business and the marketplace to advance the organization's goals.
• For example, shows considerable business insight, beyond the fundamentals.
• Asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends.
• Manages Complexity
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. well.
• Plans and Aligns
• Plans and prioritizes work to meet commitments aligned with organizational goals.
• For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others.
• Makes skillful use of resources and support to deliver efficient, high-quality work.
• Balances Stakeholders
• Anticipates and balances the needs of multiple stakeholders.
• For example, draws upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders.
• Probes deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders; takes initiative to respond to stakeholder problems.
• Drives Results
• Consistently achieves results, even under tough circumstances. For example, devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence.
• Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude.
• Ensures Accountability
• Holds self and others accountable to meet commitments. For example, holds self to high standards and consistently honors policies, procedures, and work requirements.
• Scrupulously ensures all work is correct.
• Financial Acumem
• Interprets and applies key financial indicators to make better business decisions. For example, swiftly assembles and fluently interprets the financial data and metrics relevant to the role.
• Draws rich insights from financial and quantitative data.
• Adheres to relevant budgetary guidelines.
• Builds Effective Teams
• Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. For example, consistently emphasizes and advocates for the team's common goals and priorities.
• Volunteers promptly to help others and goes the extra mile to ensure the team's success.
• Recognizes everyone's contributions to the team.

EDUCATION
• Post graduate qualification in Information Technology or similar
• Minimum 2-4 years’ experience in similar role