Job Description
To maintain service and application stability, availability and reliability through the facilitation of the various Service Management processes and associated activities. To provide level two technical support coupled with business or domain knowledge to ensure continued and quality service across geographies. Interpret complex cross functional and multi-geography data and provide recommendations to improve technology resilience
Qualifications
Type of Qualification: First Degree
Field of Study: Information Studies
Type of Qualification: First Degree
Field of Study: Information Technology
Experience Required
Delivery Enablement
Technology
5-7 years
Experience gained in providing level 2 technical support to an area of the business. Gain understanding and experience of the various disciplines within technology and how these relate to each other.
5-7 years
Proven experience in application of service management processes and frameworks with key competencies in:
Service Monitoring:
Oversee the performance of IT services and ensure they meet predefined service levels.
Incident Management:
Handle and resolve service disruptions quickly to minimize downtime.
Coordinate with technical teams for rapid restoration of services.
Problem Management:
Conduct root cause analysis (RCA) for recurring issues.
Change Management:
Manage and document changes to IT services to minimize risk and impact on the business.
Reporting:
Create and analyse service performance reports to inform management and stakeholders.
Track performance metrics (e.g., uptime, response times) against Service Level Agreements (SLAs).
Customer Support & Relationship Management
Collaborate with the service desk to improve user satisfaction.
Additional Information
Behavioural Competencies:
- Articulating Information
- Developing Strategies
- Interpreting Data
- Providing Insights
Technical Competencies:
- Application Knowledge for Support
- Application Support
- Data Analysis and Inference
- Documenting
- Service Level Management
- Service Management Processes
- Stakeholder Management (IT)
- Trouble Shooting
Please note: All our recruitment processes comply with the applicable local laws and regulations.
We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraud line on +27 800222050 or [email protected]
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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.
