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Junior Technical Support Specialist: IT Infrastructure Support Business Unit: Discovery Bank
Function: Banking
Date: 10 Jan 2025
About Discovery Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best.
As global thought leaders, Discovery is passionate about innovating - not only to achieve financial success, but to ignite positive and meaningful change within our society.
About Discovery Bank We're the world's first behavioural bank, designed with our clients in mind. Our main goal is to improve the financial health of our clients by helping change how they work with their money. Through Vitality Money, our clients will learn more about what it means to be financially healthy and get rewarded for managing their money well. If you are a problem solver, always questioning the way things are done, passionate about doing what is right, have the ability to change direction quickly when needed and love to dazzle your clients, Discovery Bank could be the place for you.
We welcome inspired, positive and committed people to apply for jobs in Discovery Bank where you will be liberated to realise your full potential.
Job Purpose The Junior Technical Support Specialist (Infrastructure Support) provides internal specialist IT Infrastructure support for the Bank's Infrastructure. This includes all aspects of server infrastructure management including server networking, storage, workload management, software management, configuration, monitoring and related functions. This role includes integrating with the support for the application server systems and database management systems. The Technical Support Specialist (Infrastructure Support) forms part of a team that provides 24/7 support for all IT Infrastructure with a focus on high availability and rapid resolution of incidents.
Areas of responsibility may include but are not limited to Operational Support Be part of a team providing 24/7 support for server operating systems used in the execution of the Discovery Bank's mandate and business. Monitor the operating systems' availability and uptime and report any downtime and feedback to the relevant role players. Monitor capacity usage of operating systems and related components in scope and provide input to ongoing capacity plans. Ensure that operating system software is maintained according to OEM specifications. Ensure that upgrades and patches to operating system components together with the underlying infrastructure are tested and performed in a structured manner in line with the Bank's change and release processes. Interface with IT stakeholders and ensure that the underlying environment is maintained according to the infrastructure specifications and requirements throughout their lifecycle. Create and maintain documentation related to in-scope applications and their supporting systems e.g. installation procedures, operational support documents etc. Support and manage any 3rd party interfaces and services. Perform root cause analysis, performance tuning and optimisation and other service improvement activities to ensure that the applications operate optimally. Log, respond and action incidents in accordance with incident and problem management procedures. Communicate critical alerts, statuses and issues to management and perform actions to resolve. Programme and Project Support Provide support to the Programme Office in the build and implementation lifecycle of new services and changes to related services including support for non-production environments. Compliance, Governance, Risk and Control Processes Liaise with Change and Release Management in the planning of changes and releases of services in scope. Partake and assist in the build and maintenance of the CMDB and ensure that the logical view of services is maintained. Participate in the design, planning and testing activities for the resilience and recovery of in-scope applications and systems in support of business continuity and disaster recovery functions. Other Provide input to periodic operational reports according to agreed intervals (daily, weekly and monthly reports). Identify, document and publish knowledge for internal and customer consumption. Participate in the technical knowledge review processes and in ensuring the quality of published content. Work with internal colleagues to ensure they have the appropriate information and knowledge at hand to be successful in what they do. Proactively identify interconnected problems, develop and model alternative solutions as well as contingency plans to resolve value chain conflicts. Establish and maintain effective business relationships with customers and IT stakeholders to ensure compliance and establish a healthy feedback channel. Continuously identify improvement areas that will enhance efficiency. Ensure that tickets in the ITSM tool are attended to at all times and reflect the correct status. Education and Experience Relevant Tertiary qualification. At least 3 years' experience in IT Infrastructure system support or related experience. ITIL Foundation certification is an added advantage. Experience in application or technical support in a corporate environment. Previous experience in the banking or financial services industry will be advantageous. Technical Skills or Knowledge Technical support strategies and approaches. Technical documentation creation and maintenance. Server operating system and hypervisor technologies (Windows, Linux, VMWare). Public Cloud Technologies. Network technologies. Storage technologies. Database Management systems. Incident Management and Problem Management procedures. EMPLOYMENT EQUITY The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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