Description

• Action and resolve IM (Incident Management) tickets
• Action and resolve CIM (Critical Incident Management) tickets as required
• Raise and lead PM (Problem Management) tickets as identified
• Action and coordinate CM (Change Management) tasks and tickets as required
• Perform daily system health checks
• Ensure systems are operational according to SLA’s
• Draw KPI Reports
• Adhere to the client’s Group PIC processes (Problem, Incident & Change Management)
• Perform daily operations tasks and end user support
• Creation of pertinent test documentation
• Conduct Ops Basic Training
• Enable end user knowledge transfer and training
• Work closely with Agile Masters, developers, product owners and various global stakeholders in the feature teams
• Provide general assistance to the Operations team and end users
• Co-ordinate all TLM topics with feature teams timeously
• Ensure stability and availability of all infrastructure to support feature teams
• Ability to work as part of a team
• Ability to work interdependently as well as independently and to submit deliverables on time and with excellent quality
• Excellent interpersonal and organisational skills with the ability to communicate effectively (both verbally and in writing) with both technical and non-technical colleagues / users
• Good presentation skills
• Self-starter
• Above-board work ethics
• Flexibility to take up different tasks in the project
• Ability and willingness to coach and give training to fellow colleagues and users when required
• Willing and able to be on standby after hours, on weekends and on public holidays as per rotation schedules
• Willing and able to travel internationally

Minimum Requirements

Qualifications/Experience:

• IT Degree and/or relevant qualifications / years of experience
• Minimum of 3 years IT operations experience

Essential Skills Requirements:

• Incident, Problem and Change Management
• Minimum 3 years working experience in an IT environment
• Troubleshooting skills
• Attention to detail
• Positive attitude, hungry to learn, willing to go the extra mile
• Any additional responsibilities assigned in the Agile Working Model (AWM) Charter

Advantageous Skills Requirements:

• Agile methodology
• Atlassian tools: Jira, Confluence
• Ability to read, interpret and follow Java code
• AWS Practitioner training and/or certification
• Logging and tracking tickets to external support
• Troubleshooting deployments
• Debugging remote services
• Serverless
• Microservice Architecture
• German language (verbal and written)