Your time is now to be your exceptional best at Old Mutual!

Job Description

This role proactively supports the smooth running of an application and its supporting infrastructure and is individually accountable for achieving results through own efforts.

Responsibilities:

Work together with relevant teams and departments to improve productsBrainstorm ideas to create solutions for identified problems or defectsAdherence to the following ITIL Service Management processes throughout the service lifecycle: Incident Management, Problem Management, Change Management, Service Level Management, Availability Management, capacity Management, Request Fulfillment and Service Asset and Configuration ManagementDrive resolution of IT incidents within defined IT service levelsMaintain processes and rules to ensure correct assignment of IT incidents to support teams.Maintain tickets within the incident lifecycle (timeously, effectively and efficiently)Take part in defined incident forums and action centresConduct trend analysis on incidents and problems to identify problem areasCoordinate the resolution of problems by following existing Problem Management processImplement appropriate measures / tools / systems to monitor availability of service componentsMonitor and analyze availability dataIdentifying and initiating any tuning to be carried out to optimize and improve capacity or performanceCoordinating changes & releases to the IT solution where more than one IT Service Provider or IT Service Owners are impactedManage, control and coordinate releases (including fixes) into the various SDLC environments (i.e. Development, QA, Test, Training and Production)Perform daily system health checks on the different components of the solution

Technical Support & Consultation

Understand and Supports the running of the application and its supporting infrastructure and associated integration pointsWorks closely with manager(s), architects and project teams, clients and suppliers, to ensure a continuous, stable and efficient environmentProvides 24 x 7 first-line standby / support for the production environmentsEngages with vendors/suppliers to optimize product usageProvides technical advice and consultation to the businessInvestigates data / system inconsistencies reported by usersCreates temporary fixes within systems to achieve Service Level AgreementsCommunicates effectively regarding support-related activitiesAcquires and applies knowledge of business processes, procedures, policies and practicesParticipates in and co-ordinates systems handover process (PAL)

Personal Effectiveness

Accountable for service delivery through own effortsIndividually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 monthsMakes increased contributions by broadening individual skillsCollaborates effectively with others to achieve personal resultsAccepts and lives the company values

Requirements

Grade 12 Certificate/MatricMinimum 2 years practical technical support experienceSuitable Formal IT / ITIL qualification will be advantageousExperience in Old Mutual systems and infrastructureFinancial services industry knowledge and verifiable knowledge of IT in financial servicesKnowledge of SQL applications, databases, and IT concepts preferableSound financial planning and management abilityAdaptable with a high degree of stress toleranceInnovative with the ability to maintain a high level of energyDisplay effective communication and negotiation skills and be detail consciousKnowledge of cloud-based applications is desiredCustomer focused with good planning, analytical thinking, business acumenMulti-functional team collaborationAttention to detail and big pictureAction Oriented and TenacityContinuous Improvement ManagementProblem Finding and Solving and organizing skillsCommunicationCritical thinking and CreativityTime management and Decision MakingInformation Monitoring and Initiating ActionTechnical Knowledge

Skills

Education

Closing Date