Job Description

Description: JOB PURPOSE
The Support Analyst (Production System) is responsible for ensuring the stability, reliability, and availability of production systems and applications. This role involves monitoring system performance, resolving incidents, implementing enhancements, and collaborating with cross-functional teams to support business operations.RESPONSIBILITIES
Production System Monitoring and Incident Management

• Monitor production systems, servers, and applications to ensure optimal performance and availability
• Respond to and resolve production incidents, service interruptions, and performance issues in a timely manner
• Conduct root cause analysis and implement corrective actions to prevent recurring incidents

System Maintenance and Configuration Management

• Perform routine maintenance tasks, such as applying patches, updates, and configuration changes to production environments
• Coordinate and execute changes following change management processes and procedures
• Ensure configuration consistency and adherence to best practices across production systems

Incident Response and Problem Resolution

• Serve as a primary point of contact for production-related incidents and service requests
• Collaborate with development, infrastructure, and support teams to troubleshoot and resolve complex technical issues
• Escalate critical incidents and engage necessary resources to expedite resolution

Continuous Improvement and Performance Optimization

• Identify opportunities to optimize system performance, reliability, and scalability
• Implement proactive measures to enhance system monitoring, alerting, and capacity planning
• Recommend and implement process improvements to streamline production support activities

Security and Compliance

• Ensure production systems comply with security policies, standards, and regulatory requirements
• Implement security controls, access management, and vulnerability remediation measures
• Participate in security audits, assessments, and remediation efforts as needed

Documentation and Knowledge Management

• Maintain comprehensive documentation of production systems, configurations, and troubleshooting procedures
• Update knowledge base articles, runbooks, and incident response documentation
• Contribute to training materials and share knowledge with team members to improve collective expertise

Self-Management & Leadership

• Set an example through personal quality and productivity standards and ways of working with others
• Demonstrate consistent application of internal procedures. Plan and priorities, 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. Drive customer centricity
• Proven leadership, organizational, and communication skills with the ability to influence and collaborate across functions
• Excellent leadership, communication, and interpersonal skills with the ability to influence and collaborate across functions

Work Collaboratively

• Provide technical guidance and mentorship to junior database analysts and team members
• Build a culture of integrity, 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 (Retailers and POS Companies) to develop joint solutions
• Demonstrate ability to work in teams
• Demonstrate ability to communicate at all levels

Requirements: BEHAVIOURAL COMPETENCIES

• Customer Focus
• Instills Trust
• Cultivates Innovation
• Collaborates
• Situational Adaptability
• Business Insight
• Manages Complexity
• Plans and Aligns
• Balances Stakeholders
• Ensures Accountability
• Collaborates
• Cultivates Innovation
• Customer Focus
• Instills Trust
• Situational Adaptability
• Tech Savvy

EDUCATION

• Matric
• Bachelor's degree in Information Technology, Computer Science, or a related field. Master's degree or relevant certifications (e.g., ITIL Expert, PMP) preferred

EXPERIENCE

• 3-5 years of experience in system administration, production support, or IT operations roles
• Proficiency in troubleshooting complex technical issues and system performance tuning
• Strong understanding of ITIL (Information Technology Infrastructure Library) framework and incident management processes
• Experience with production environments, server administration, and application deployment
• Excellent communication and interpersonal skills with the ability to collaborate effectively with stakeholders

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