Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
Job DescriptionTo maintain service and application stability, availability and reliability through the facilitation of the various Service Management processes and associated activities which include providing level two technical support coupled with business or domain knowledge to ensure continued and quality service across geographies.
QualificationsBachelor's Degree in Information Technology
Experience:
- 5 years: Proven experience in application of service management processes and frameworks. Experience gained in providing level 2 technical support to an area of the business.
- Knowledge in the industry card environment will be an advantage.
- Knowledge and or experience in an information technology environment will be an advantage.
- Knowledge and or experience of Visa and Mastercard environment will an advantage.
Key Responsibilities:
- Review unit testing and system integration testing (SIT) completed by head office functions or other country teams. Identify gaps in the testing that need to be covered by additional local testing.
- For major system failures, participate in the crisis management process by troubleshooting and analysing diagnostic information, identifying the root cause of the failure to implement remedial steps to solve the issue and by participating in a coordinated effort to bring the systems back into full operation.
- Perform day-to-day support and maintenance of the card environment.
- Review the performance of the systems against service level agreements and operational level agreement with the infrastructure team. Compile reports and provide feedback to business users on the system uptime, open incidents, incident resolution times and all other pertinent matters monthly.
- Review open incidents and issues daily. Perform daily, monthly, and annual data loads into interfacing systems locally or to the main data centre at head office. Review and resolve error logs and data transfer issues.
Behavioural Competencies:
- Adopting Practical Approaches
- Articulating Information
- Checking Things
- Developing Expertise
- Documenting Facts
Technical Competencies:
- Application Knowledge for Support
- Data Analysis and Inference
- Risk Management
- Stakeholder Management (IT)
- Trouble Shooting
Similar Jobs
What We Do
As a brand with a legacy of 161 years in Africa, we have a deep understanding and belief in the boundless opportunities that this continent presents. Our vision extends beyond mere geography; it encompasses a profound recognition of the potential for growth that resonates within our people, customers, entrepreneurs, and all who share our unwavering commitment and passion for investing in Africa. With a presence in 20 countries across sub-Saharan Africa, we have cultivated a diverse community of the most skilled, innovative, and creative minds in the industry. Our purpose is to drive Africa's growth, acting as a catalyst for inclusive and sustainable economic development in the regions we serve. We strive to improve the lives of our fellow Africans by conducting business in an ethical and responsible manner. As a trusted partner, we consistently set higher standards and aspire to become better with each endeavour. We are more than just a banking institution; we are a driving force behind Africa's growth. Join us on this transformative journey. Together, we have the collective power to propel Africa into the future, making tangible progress for all who proudly call Africa home.
