Job Description

• Second-level incident management, including in-depth troubleshooting, root cause analysis, and resolution of escalated technical issues.
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions by resolving queries fast end effective
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members by providing input to business requirements
• Provide second-level support for the planning, and implementation of enterprise-level IT infrastructure, collaborating with architects, feature teams and Level 1 support teams to ensure implemented solutions operate efficiently. 
• Comply, understand and implement all steps within IT development and meet governance in terms of legislative and audit requirements during design of IT Infrastructure Architecture
• Draft business and technical requirements into requests for proposal documents for IT Infrastructure Architecture
• Ensure IT Infrastructure Architecture Performance and Upgrade Metrics are developed and used in the business
• Ensure systems daily health checks process is aligned with SLA and best practices for the Business Technical Environment
• Support application functionality to incident and problem analysis in existing infrastructure architecture by staying abreast with latest technological advances in the marketplace then translate current and future trends and advise management of benefits and well as risk
• Manage own development to increase own competencies
• Develop an In-depth knowledge of specified field as well as ability to translate this knowledge into business terms and Solutions

Requirements:

• IT related tertiary certification
• 3-5 years' experience in a similar role
• Telephony experience is required
• Strong Windows and/or Linux experience is a must and qualification is a bonus
• Experience with log reading, Kubernetes, Telecommunication Voice over IP Support, Vendor support management and Zabbix would be beneficial
• Basic understanding of databases would be advantage
• Knowledge or experience with the following would also be beneficial: Cisco, Verint, ITIL, Expert Flow, Service Now and Bash Scripting.

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Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.