ENVIRONMENT:

A global tech solutions provider based in the Boland, seeks the expertise of a highly talented Senior Support Analyst to be the first point of contact as part of 3rd line support, providing 24/7/365 support service to clients. Your core role will also include receiving production issues discovered by the client, which you will analyse, reproduce, manage the resolution defect, verify and release the upgrade to the client. You will require an IT Degree or Diploma or related technical qualification, experience in a Support Analyst role, at least 3 years’ experience working with business process models (UML), SDLC, SQL, SQL queries, XSDs and XML.

DUTIES:

• Analyse all issues raised from Production and QA team by:
  • Remedy Action Request System (when on Standby)
  • Data held on DB2 databases by running queries
  • Text log files located on IBM servers running AIX OS/WAS logs
  • Discussions with business owners
  • JIRA Defect Tracking System
  • Knowing the company Support Software both tactical and strategic
• Raise valid defects adding all required information into JIRA Defects to the appropriate departments.
• Provide developers and testers with all information they require in resolving the bugs.
• Attempt to resolve issues before escalating to QA Team.
• Define needed Support Tools for use to make support process better.
• Responsible for ensuring a 24/7 support coverage for our client’s Production System.
• Provide assistance and training to other members of the team.

REQUIREMENTS:

Qualifications –

• Information Technology or Technical qualification – NDIT or Bachelor’s Degree.

Experience/Skills –

• Experience as a Support Analyst.
• Minimum of 3 years’ experience:
• Working with business process models (UML).
• Working knowledge of the Systems Development Life Cycle (SDLC).
• Solid SQL, SQL queries, XSDs and XML.
  • Minimum of 2 years’ experience with scripting languages.
  • Proven ability to read system logs and software build scripts.
  • Knowledge of Configuration Management.
  • SSH Terminal commands.

Advantageous –

• Exposure to Enterprise Architect as modeling tool.

ATTRIBUTES:

• The ability be self-taught and drive continuous improvement.
• Analytical thinking and enjoys problem solving.
• Calm and methodical.
• No problem dealing with large workloads.
• Can quickly establish rapport with others.
• Able to learn large volumes and reapply their principles in other areas.
• Willing to self-teach to resolution when faced with a problem.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

COMMENTS:

When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Please e-mail a word copy of your CV to

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and mention the reference numbers of the jobs. We have a list of jobs on http://www.datafin.com. Datafin IT Recruitment – Cape Town Jobs.

Posted on 15 Jun 06:46