Skill Set<\/p>\n
Key skills\/attributes\/position-specific competencies:<\/p>\n
\tStrong written and verbal communication skills.\u00a0
\n\tGood interpersonal skills and technical capabilities.\u00a0
\n\tExcellent problem-solving and attention to detail.\u00a0
\n\tAbility to multi-task in a deadline-driven environment and show initiative.\u00a0
\n\tStrong organizational and resourceful capabilities.\u00a0
\n\tHigh levels of attention to detail and resilience.
\n\tAbility to work independently as well as collaboratively in a fast-paced environment.
\n\tExcellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
\n\tCustomer-focused attitude with a commitment to delivering high-quality support services.
\n\tDemonstrate professional skills and a high standard of integrity.
\n\tSoftware Development skills.
\n\tExcellent Microsoft Office skills.
\n\tProfessional and punctual approach.
\n\tHigh level of integrity and confidentiality.
\n\tProficiency in utilizing diagnostic tools, log analysis, and debugging techniques to identify root causes of problems.
\n\tFamiliarity with change management processes and experience in coordinating software deployments and releases.
\n\tProven leadership and mentoring skills, with the ability to lead and motivate teams in a dynamic environment.
\n\tExperience with IT service management frameworks (e.g., ITIL) and incident management processes.
\n\tStrong commitment to continuous improvement and driving excellence in support operations.<\/p>\n
Responsibilities<\/p>\n
Job Responsibilities:<\/p>\n
Technical Support\u00a0<\/p>\n
\tMonitor and refine metrics to be used as a baseline for monitoring. \u00a0
\n\tServe as the third point of contact for customers seeking technical assistance over the phone, live chat, or email if this cannot be resolved by the first line of support.\u00a0
\n\tEnsure each individual complaint is properly dealt with, minimizing financial and reputational damage.
\n\tHolistically assess customer problems so areas of concern may be identified.\u00a0
\n\tDetermine the best solution to the problem and the information provided by the customer.\u00a0
\n\tWalk the customer through the problem-solving process.\u00a0
\n\tEscalate an unresolved problem to the development personnel immediately.\u00a0
\n\tFollow up on the escalation and ensure resolution.\u00a0
\n\tEnsure the customer is appropriately informed.\u00a0
\n\tEscalate when resolution does not occur within the agreed time.\u00a0
\n\tManage the incident queue for escalation to the development team where necessary, including triage and re-prioritization.
\n\tRespond to outages and failures when and where needed.
\n\tImprove fault tolerance even when operational conditions are not optimal.
\n\tEnsure the solution is maintainable, and actively seek methods to reduce downtime.
\n\tEnsure the solution is durable so that as user volumes and requirements change the solution can evolve over the long term.
\n\tEnsure the solution simplifies support and maintenance support through traceability, and effective error messaging.
\n\tEnsure the solution is secure, and confidential by protecting all information and data (also data transmission).
\n\tEnsure persons or other solutions have the degree of access appropriate to their level of authorization and types.
\n\tAlert all relevant teams of any major downtime or maintenance and follow through until resolution.<\/p>\n
Provide Deployment Support\u00a0<\/p>\n
\tProvide support to operational teams and support the solutions being delivered.
\n\tEnsure newly deployed solutions are closely monitored for an agreed period.\u00a0
\n\tProvide impact analysis for defects and roll-back events.\u00a0<\/p>\n
Provide Advanced Technical and Business Support\u00a0<\/p>\n
\tProvide quick resolutions to app\/system issues, driving stability, efficiency, and effectiveness.
\n\tMaintain application systems that have completed development and are in the operations phase.\u00a0
\n\tManage, maintain and support applications and their operating environments.\u00a0
\n\tDevelop and maintain technical support documentation.\u00a0
\n\tAssess risk and impact of production issues\/changes and escalate to the business and development teams.\u00a0
\n\tInteracts when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
\n\tProvide feedback to Senior management and Execs on the status of all unresolved queries escalations.<\/p>\n
Perform Debugging\u00a0<\/p>\n
\tPerform debugging on logs\/databases\/code.\u00a0
\n\tModifies, and changes code to resolve issues.\u00a0
\n\tAdheres to development practices and guidelines.\u00a0
\n\tPerforms appropriate risk analysis, testing, and validation before rolling out changes.\u00a0
\n\tParticipate in retrospectives and identify work process\/development improvements.\u00a0
\n\tEnsure the protection of all user and company data in compliance with company privacy policies.<\/p>\n
Issue Resolution:<\/p>\n
\tIdentify and fix intricate software issues pertaining to system integration, database faults, and application functioning.
\n\tComply with standard operating processes for resolving issues and record resolutions.
\n\tAssist Level 1 and Level 2 support analysts in solving challenging problems by serving as a mentor.<\/p>\n
Escalation:\u00a0<\/p>\n
\tReport unsolved problems to development teams, including thorough details and, if required, replicating the problems.
\n\tIf necessary, work together with Level 3 support teams from other organizations.<\/p>\n
Knowledge Base Maintenance:\u00a0<\/p>\n
\tFacilitate knowledge sharing through the creation and maintenance of technical documents and SOPs, simultaneously contributing to the currency of the support knowledge base.
\n\tOffer guidance and knowledge sharing to Level 1 and Level 2 Application Support Analyst.
\n\tWrite and update guidelines and articles to help with the upkeep of the support knowledge base.
\n\tConduct training sessions, workshops, and knowledge sharing activities to disseminate technical knowledge and promote skill development within the team.\u00a0
\n\tMaintain comprehensive documentation of troubleshooting procedures, resolutions, and best practices for future reference and knowledge sharing.
\n\tCompile and provide daily incident, service request, and change management reporting.<\/p>\n
User Training:\u00a0<\/p>\n
\tCreate and provide sophisticated software application user training.
\n\tProvide user guides and training materials for support analysts at Levels 1 and 2.<\/p>\n
Quality Assurance:\u00a0<\/p>\n
\tTake part in software patch and upgrade quality assurance testing.
\n\tMake certain that bugs in software are well-tested and recorded prior to releases.<\/p>\n
Strategic Guidance and Decision-Making:<\/p>\n
\tProvide strategic guidance and expertise to clients, including senior management, on technical matters related to application support, performance optimization, and risk mitigation.
\n\tCollaborate with cross-functional teams to assess the impact of proposed changes, upgrades, or enhancements on application performance and stability.<\/p>\n
Continuous Improvement Initiatives:<\/p>\n
\tLead and drive continuous improvement initiatives to optimize support processes, streamline workflows, and enhance the overall efficiency and effectiveness of application support operations.
\n\tIdentify opportunities for automation, standardization, and process optimization to improve service delivery and reduce response times.<\/p>\n
Incident Management and Resolution:<\/p>\n
\tLead the resolution of critical incidents, coordinating with internal teams and external vendors to ensure timely resolution and minimize impact on business operations.
\n\tConduct post-incident reviews and root cause analysis to identify underlying issues and implement corrective actions to prevent recurrence.<\/p>\n
Alert Management and Communication<\/p>\n
\tSend out alerts to stakeholders regarding system outages, maintenance activities, or other critical incidents, ensuring timely and accurate communication.
\n\tCollaborate with the business and client teams to communicate the impact of outages or maintenance activities and provide ongoing updates on the progress of issue resolution.<\/p>\n
Shift Work and SLA Adherence<\/p>\n
\tAbility to work shifts as required to provide support coverage during business hours, weekends, or holidays.
\n\tAdhere to SLAs for response and resolution times, ensuring that all support activities are conducted within agreed-upon timelines.
\n\tEnsure that all tickets assigned to level ones are categorized correctly.\u00a0<\/p>\n
Team Work<\/p>\n
\tConstructively participate as a member of the wider IT Department.
\n\tUndertake any other tasks or once-off projects which may be assigned from time to time.
\n\tProvides individual and\/or group instruction and training on new or updated technologies
\n\tMay lead lower graded Team members i.e. Level 1s, and\/or Graduates in performing the same or similar type of work.<\/p>\n
Living the spirit:\u00a0<\/p>\n
\tWe are dedicated to providing exceptional support, continuously striving to improve and exceed customer expectations.
\n\tWe embrace challenges as opportunities and are dedicated to finding innovative solutions that enhance our products and services.
\n\tWe understand that our collective efforts drive success.\u00a0
\n\tWe actively seek out collaboration to ensure a seamless and efficient support system.
\n\tOur customers are at the heart of everything we do.\u00a0
\n\tWe are committed to resolving their issues promptly and effectively.
\n\tWe thrive in an ever-evolving environment and embrace change as an adventure, staying adaptable and open to new possibilities.
\n\tWe take ownership of our responsibilities, adhering to best practices, and ensuring that issues are resolved and customer satisfaction is achieved.
\n\tWe are committed to personal and professional growth, always seeking to expand our knowledge and skills to better serve our customers and the company.
\n\tWe value open and honest communication, sharing insights and feedback to promote trust and collaboration.\u00a0
\n\tWe actively participate in debugging, adhere to development practices, and drive improvements.
\n\tWe actively identify areas for improvement and recommend changes, enabling the company to stay ahead of potential issues.
\n\tWe adhere to established Standard Operating Procedures (SOPs) while also identifying opportunities to create or update relevant documentation for improved processes.
\n\tWe are resilient in our pursuit of solutions, performing debugging and participating in retrospectives.\u00a0
\n\tWe adapt to changing conditions and are resourceful in finding solutions.<\/p>\n
Qualifications<\/p>\n
\tMatric.
\n\tRelevant\u00a0qualification in IT: Computer Engineering OR Software Programming (Degree or Diploma).
\n\tA minimum of 3 Years of experience in an Application Support environment (Advantageous).
\n\tMinimum 1 year experience with databases (Advantageous).
\n\tMinimum 1 year server\/client-side languages (Advantageous).
\n\tExposure and experience with monitoring tools such as Dynatrace\/ Elastic \/ Grafana and Prometheus.
\n\tExperience with service-level agreements and ticket management tools.\u00a0
\n\tExperience with IT service management frameworks (e.g., ITIL) and incident management processes.
\n\tITIL Certifications (Advantageous).
\n\tMicrosoft Certifications (Advantageous).
\n\tExposure and experience with SQL.
\n\tExpert in writing complex SQL queries, creating reports, and maintaining databases.
\n\tActively identify opportunities for improvement, targeted specifically at your role and function.
\n\tStrategize, invent, or originate previously unknown opportunities.\u00a0
\n\tAbility to work under pressure and in a fast-paced growing environment.
\n\tUnderstanding of change management processes and experience in coordinating software deployments and releases.
\n\tFlexibility to work shifts and standby support.
\n\tAbility to be flexible and capable of adapting and offering support across various departments and product teams.\u00a0\u200b\u200b\u200b\u200b<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"BETSoftware","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"BETSoftware is one of the most diverse betting software providers in Sub-Saharan Africa, with a rapidly growing international footprint. Our multiskilled Team is responsible for providing advanced software solutions, while supporting incredibly high transactional volumes in a fast-paced industry, ma... read moreking BETSoftware a lively and engaging place to be. Our progressive use of technology enables our talented Team to work with the tech stack of their choice and we encourage an environment and culture that supports collaboration, learning and growth. We believe that our strength lies in our diversity and that Teamwork makes the dream work, a place where you can flourish amongst like-minded individuals. We are a dynamic group of people that stem from a variety of cultures, backgrounds and locations. While our head office is based in Umhlanga, South Africa, we have additional offices in Johannesburg and East London. We recruit talent throughout South Africa and Internationally.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[12],"class_list":{"0":"post-35493","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-kwazulu-natal","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/35493","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=35493"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=35493"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=35493"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}