Lead IT Support Specialist

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

KEY RESULT AREAS

• Maintain and Troubleshoot User Applications: Support the day-to-day running of business-critical applications, handling issues, troubleshooting, and resolving application-related incidents.
• Knowledge Transfer: Document resolutions and known issues to improve first-line support efficiency and user self-service options.
• Implement Access Management Protocols: Provide access based on defined security and compliance protocols, ensuring alignment with organizational policies for data and application security.
• Manage Identity and Access in Azure AD: Handle user provisioning, role-based access control, and monitor access logs to detect and respond to unauthorized or suspicious activities.
• Support Joiner, Mover, and Leaver Processes: Execute access provisioning and de-provisioning for employees during onboarding and offboarding, maintaining strict adherence to security standards. Oversee asset allocation and retrieval for new hires, role changes, and departing employees, ensuring accurate record-keeping and timely asset return.
• Manage End-User Devices: Oversee the lifecycle management of devices, ensuring compliance with company policies, and that devices are properly configured, patched, and secure.
• Support Device Compliance Policies: Enforce policies through device management solutions, monitor compliance status, and troubleshoot non-compliant devices.
• Asset Reporting: Generate reports on asset usage, allocation, and lifecycle status to support decision-making and optimize inventory levels.
• Documentation of Asset Changes: Document all asset-related activities, including new purchases, configurations, transfers, and disposals, to maintain accurate records for auditing purposes and inventory management.
• Primary Point of Contact for First-Line Support: Provide first-line support for user applications, hardware issues, and access requests, escalating issues as necessary.
• Create Temporary Fixes for SLA Compliance: Develop and deploy temporary fixes within systems to meet SLAs, documenting workarounds for recurring issues.
• Utilize Jira Service Management: Handle incident and service requests through Jira Service Management, ensuring SLAs are met, ticketing workflows are optimized, and users are kept informed.
• Provide Technical Consultation: Act as a subject matter expert to guide users in troubleshooting, best practices, and training on common technical issues.
• Bridge Communication Between IT and Users: Translate technical jargon into accessible language to help users understand support activities and technical solutions.
• Monitor the Production Environment: Use monitoring tools to proactively identify and address user-related issues before they impact productivity.
• System Health Checks and Patching: Participate in regular system checks, software upgrades, maintenance activities, and security patching to ensure the stability and security of user applications and devices.
• Document and Standardize Processes: Maintain up-to-date documentation of support processes, and actively work to improve efficiency and reduce downtime through process enhancements.
• Enhance Knowledge of Business Processes: Gain and apply knowledge of organizational workflows, policies, and end-user needs to improve support practices and align with business objectives.
• Facilitate Communication Across Teams: Collaborate with security, infrastructure, and application teams to align support activities with larger IT initiatives.
• User Communication: Proactively communicate with users about outages, maintenance activities, and updates on support issues, ensuring transparency and user satisfaction.

ROLE REQUIREMENTS

• 3+ years experience in support reporting, support management, or a related role.
• Proven experience in a technical support or production support role.
• Knowledge of business processes and experience in systems handover processes.
• Strong communication skills, both written and verbal.
• Ability to create temporary fixes within systems to meet Service Level Agreements (SLAs).
• Experience in providing technical advice and consultation to the business.
• Experience participating in software and/or hardware upgrades.
• Ability to work effectively under pressure and provide solutions in a fast-paced environment.
• Proactive monitoring of the production environment to ensure system stability and performance.
• Reporting Tools like PowerBI, Tableau, Quicksights
• Service Management Tools like ServiceNow, Jira Service Management, etc.

Skills

Competencies

Education

Closing Date

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!