Minimum Requirements

Education:

• Matric
• Information Technology Diploma
• Business Design and or Business Analysis diploma
• ITIL Incident Management (Advantageous)

Experience:

• 3-4 Years Work Experience in a either Production Support and /or Business Analysis role
• Financial service and / or Investments experience

Knowledge and Skills:

• Process Management Knowledge
• Understanding in implementing problem management / incident resolution methodologies
• Understanding of Systems development Life Cycles
• Ability to influence and understand IT dependencies and inter – dependencies to ensure that Priority incidents are sequenced for resolution and deployment
• Understanding the IT landscape

Duties and Responsibilities

• Is responsible forgathering information related to incidents or issues, then determines the root cause of the problem and devises solutions to resolve the business users issue.
• Manage the flow of incoming support requests and escalate issues to other IT specialists (internal and External).
• Assists in facilitating quality improvement interventions. The incumbent must be able to assist business in solving for interim solutions while the incident is still unresolved and or implemented.
• Understand all the Tier 1 PPS Investments business applications to ensure priority and attention to incident resolution is applied depending on system criticality for business reliability.
• Delivers BAU business specifications through a structured work approach using quality, governance and analysis practices
• Understands and considers all applicable incidents that have been reported which is relevant to the business requirement so that it is included as part of the overall business solution
• Providing regular feedback in the required communication to relevant stakeholders
• Provide Incident Management reporting
• Documents and updates Incident Management / BAU process flows and guides
• Documentation of guides for implemented solutions
• Train and provide post implementation build support to Business Stakeholders
• Provide UAT support to Business Stakeholders
• Understand what the agreed Service Level Agreements, technology implementation dates and production fixes versions are to ensure that all agreed incidents are categorized for resolution in this regard.
• Provide end to end information about respective incidents to stakeholders throughout the life cycle of the incident resolution process.
• Leverages on Business Analysis and Testing knowledge from the broader team to ensure that all documentation is obtained for problem resolution.