Job Summary
To manage the implementation, maintenance, and enhancement of all Applications systems to enable the use of appropriate platform technology, as an integral and reliable component of business process within country. Drive convergence of technologies, ensure delivery of technology projects associated with Applications and liaise and negotiate with internal customers and technology vendors.
Job Description
Accountability: Accountability: Service (Applications) Availability
The prime responsibility is for maintaining the availability and reliability of applications to ensure that IT can effectively meet service targets in accordance with planned business objectives.
Key Activities
Provide a range of application availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis
Successfully facilitate delivery of changes to reports needed by the business and ensure that reports and their dependencies are made available for the business.
Provide holistic support of application availability to Business Users
Take actions to achieve reductions in frequency and duration of incidents that impact application availability
Ensure shortfalls in application availability are recognized and appropriate corrective actions are identified and progressed
Take action on agreed appropriate actions with Line Management to maintain or improve application availability levels
Initiate and coordinate actions required to maintain or improve availability of applications
Act as a coordination point for changes to applications when needed
Maintain an awareness of technology advancements and best practices that support application availability
Serve clients with a high level of quality professional service and technical support by telephone, chat, email and in-person while ensuring all daily SLA and KPI metrics are maintained.
Utilize ServiceNow ticketing tool for management of Incident, Service & Problem items with strong focus on minimal user & business impact and achieving first call resolution.
Provide First-level technical support and accountability on core infrastructure services such as network connectivity, systems and applications access, Active Directory, Exchange/O365, SharePoint, Enterprise Mobility, VDI (Citrix) and VPN access.
Access Management – Understand the onboarding & offboarding process to guide the business for logical & physical access and work closely with Access Management team where necessary.
provide user training to end users on applications and technologies used in the organization, Microsoft Windows and Apple and Android systems.
Ensure timely resolution or escalation of incidents, and prompt communications of progress to end-users.
Create and maintain Knowledge Base articles for end-users and Technical team.
Accountability: Test Management
Responsibility is to ensure that proper testing occurs for all Application changes released into the production environments as assigned to you by Line Management
Key Activities
Work closely with Release Analysts
Review releases and assign appropriate release testing tasks
Compile and review the Testing Deliverables
Conduct installation procedure tests
Participate in functional, performance, and integration testing results
Coordinate user acceptance testing
Coordinate back out testing
Conduct supporting documentation review
Compile test results
Conduct release test review
Coordinate post release testing
Validate and communicate results of testing activities
Accountability: Business Liaison
Single point of contact for one or more business units to represent IT services.
Key Activities
Identify service needs for the Business Units represented to IT
Escalate Business unit service issues to the Service Manager
Communicate service status on service issues to the Business Unit
Assist in SLA negotiation efforts with Business Unit(s)
Report on quality of services rendered to Business Unit(s)
Accountability: Risk Management
Build relationship with country Technology Risk and Compliance team and provide support wherever required.
Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets.
Accountability: People Management
Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
By utilizing skills matrix, identify training and development requirements, formulating own plan to be agreed with team leader.
Responsible for ensuring own plan is completed within agreed timescales.
Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate.
Education and experience required
B-degree in Computer science/information Technology or related field
3 years IT experience in 1st-line Application support.
ITIL v3/ ITIL4 Certification
Windows 10 and MAC OS
Office 2010/2016 and 365
Exchange, SharePoint, Teams and One-drive
Mobile OS – Apple IOS and Android
ServiceNow
Competencies:
Deciding and initiating action
Learning and researching
Entrepreneurial and commercial thinking
Relating and networking
Adapting and responding to change
Persuading and influencing
Apply via :
absa.wd3.myworkdayjobs.com
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