Support Engineer - Contract - Cape Town Region
Work as part of an agile team to provide application support for specified tech products & services. This includes first line support & basic optimization, administration, configuration, maintenance & trouble shooting / problem solving with end users of these tech products & services. PURPOSE The Support Engineer plays a vital role in the successful delivery of solutions to our clients and act as liaisons across a wide range of stakeholders, both internal and external. Our Support Engineers does this by way of their deep understanding of the value of Customer relations and the FX Domain, coupled with exceptional system, technology, analysis and communication skills. Collaboration with clients to understand their business problem, analyze their current business process/domain, extrapolating the clients success criteria and translating this into a given Incident (or possible new requirement). Thus providing for and assisting in maintenance of the best possible Customer Experience. The role shall be responsible for performing level 3 analysis of incidents and queries logged from Customer Care (L1 & L2) as well as Business Support teams, with a view to driving the resolution thereof via Value Proposition Runbooks and as required, input from the relevant Teams, resulting Incident resolution / new requirements. Further, this role is also responsible for assisting with daily monitoring i.e. daily checks, co-ordination of application of fixes and workarounds, application testing/training and providing technical expertise to the business and tech teams. Responsibilities will include: L3 Support Engagement Responsible for driving Level 3 software support in accordance with agreed standards among teams Engaging internal and external teams to identify solutions to service impacting incidents and problems Troubleshooting and analyzing incidents escalated to find solutions and workarounds i.e. Providing L3 support for the IT systems, applications and services Engaging and coordinating L1 and L2 support on Incident Resolution Engaging Customers to clarify Incidents and gather feedback Managing client and stakeholder relations within CIB FX environment Ticket Management: Driving resolution on INC with various teams and stakeholders Update & manage INC to keep people informed Update & manage various MS Teams groups to keep teams/stakeholder groups informed Run / manage MS Teams & info back to incident tickets · Closing out incident and getting feedback to customers Service Availability Ensuring availability, sustainability and accessibility of application systems/services Corporate and Investment Banking Perform system tests and as required conduct Post Mortems to infer root causes Managing and ensuring key metrics of services are maintained (MTTR and alike) Contribute to operational controls and policies to ensure alignment Ensuring effective monitoring of services and applications System maintenance Ensuring to L1, L2 https://protool.gumtree.co.za/external-link-browser.html?urlaHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xNTU1Xzg3NjhfXzQ5Nz91dG1fc291cmNlPWd1bXRyZWUmdXRtX21lZGl1bT1mZWVkJmtleXdvcmQ9&jid1137294&xid1555_8768
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