JOB PURPOSEPrimary purpose of the role is the operational support of the Offline production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.RESPONSIBILITIESTechnical SupportEffective resolution of escalated issues via thorough root cause analysis and effective resolution and / or providing concise reporting.Internal change requests are submitted and followed up on for repeated requests or issues.Provide 1st and 2nd level support functions for the Imbeko & Postillion environments. Ensure production platforms are reviewed periodically, maintenance and housekeeping are performed.Identify enhancements to improve supportability, operability and performance of systems.Maintain the internal servers and perform day-to-day IT admin tasks, Track and report on incidents, Conduct SQL scripting and DB maintenance.Work independently to troubleshoot all support requests and follow escalation policies.Implementations of software and patches.Customer ServiceProvide after-hours support according to a standby schedule.Provide resolution for support requests to customers, according to the Service Level Agreement.Configure, troubleshoot, isolate, repair, and resolve all customer issues.Ensure effective communication of planned and unplanned outages to customers and within SLA.Ensure alerts or escalations to Tech Ops are resolved timeously and communicated to requestors within SLA.Establish and maintain a positive professional relationship with customers.Prepare and conduct customer training as requested.Adherence to SLA to ensure consistent and predictable service delivery.Support tactical and strategic goals of the operations team.Provide training and mentoring for support team members, including escalated support requests.Work collaborativelyBuild a culture of respect and understanding across the organization.Recognize outcomes which resulted from effective collaboration between teams.Build co-operation and overcome barriers to information sharing, communication and collaboration across the organization.Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.Team ManagementThrough effective inspirational leadership, facilitate the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders.Role model behaviour and motivate team members in line with the core values.Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management.Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports.Self-ManagementSet an example through personal quality and productivity standards and ways of working with others.Demonstrate consistent application of internal procedures. Plan and prioritize, demonstrating abilities to manage competing demands.Demonstrate abilities to anticipate and manage change.Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.BEHAVIORAL COMPETENCIESCustomer FocusBuilding strong customer relationships and delivering customer-centric solutions.Instils TrustGaining the confidence and trust of others through honesty, integrity, and authenticity.Cultivates InnovationCreating new and better ways for the organization to be successful.CollaboratesBuilding partnerships and working collaboratively with others to meet shared objectives.Situational AdaptabilityAdapting approach and demeanour in real time to match the shifting demands of different situations.Business InsightApplies knowledge of business and the marketplace to advance the organization's goals.Manages ComplexityMakes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.Plans and AlignsPlans and prioritizes work to meet commitments aligned with organizational goals.Balances StakeholdersAnticipates and balances the needs of multiple stakeholders.Drives ResultsConsistently achieves results, even under tough circumstances.Ensures AccountabilityHolds self and others accountable to meet commitments.Financial AcumenInterprets and applies key financial indicators to make better business decisions.Builds Effective TeamsAssist in building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.EDUCATIONMatricPost graduate Degree or Diploma in Information Technology or similar.Microsoft SQL and / PostgreSQL qualification.EXPERIENCEMinimum 2-3 years' experience in similar role in the payments industry.Relevant and extensive experience in transactional payment processes and Card Present integrations.Strong technical skills.Experience of financial transaction processing or the Postilion Application suite – advantageous.Exceptional analytical abilities, including the interpretation of large data sets and deciphering the findings logically.Action orientated.Strong written and verbal communication skills.Excellent problem-solving and attention to detail.Ability to multi-task in a deadline-driven environment and show initiative.Strong organisational and resourceful capabilities.High levels of attention to detail and resilience.Exposure and experience with monitoring tools such as Logic Monitor, Dynatrace, Elastic, Grafana and Prometheus, Cockroach DB etc. (advantageous).Experience in ITIL Foundation (advantageous).Linux experience (advantageous).Cloud base experience (advantageous).
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