Support Analyst

POSITION INFO:

We're seeking a talented and motivated Support Analyst to join our growing team. As the Support Analyst, you'll act as local interface to global level support function, as well as become an expert in end to end operating model in a consulting environment.

What you’ll do:

Incident and Problem Management
• Monitor production systems to detect and resolve incidents proactively.
• Respond promptly to application-related issues reported by end-users.
• Troubleshoot and analyse root causes of system failures, performance bottlenecks, and data errors.
• Log, track, and escalate incidents using ticketing tools like ServiceNow or Jira.
• Escalate unresolved issues to higher-level support or development teams.

System Monitoring and Performance
• Use monitoring tools to track system health and performance metrics.
• Ensure system availability by proactively identifying and resolving potential issues.
• Ensure batch jobs and workflows run smoothly and resolve failures promptly.
• Perform regular system updates, patches, and configurations to maintain system health.
• Perform capacity planning and performance tuning as needed.

• Provide on-call support during critical production hours or emergencies.

Deployment and Change Management
• Assist in the validation of application deployment/updates, system changes, and production releases.
• Validate post-release deployments to ensure system stability.
• Collaborate with development, QA, and operations teams for smooth rollouts.
User Support and Training
• Serve as the primary point of contact for application-related queries from end-users.
• Create and maintain user manuals, FAQs, and training materials.
• Conduct training sessions to improve user proficiency in applications.

Collaboration and Documentation
• Work closely with IT, business, and development teams to address issues and implement fixes and improvements.
• Document production incidents, resolutions, standard operating procedures (SOPs) and knowledge base articles.
• Participate in review meetings and provide feedback on operational challenges.
• Contribute to the knowledge base to enhance team efficiency.

Continuous Improvement and Automation
• Analyse system trends to identify opportunities for optimization.
• Propose and implement automation for repetitive tasks and system monitoring.
• Recommend and apply process improvements to enhance support efficiency.
• Automate routine tasks and enhance system monitoring to reduce manual effort.

 

Qualification(s) required:
Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.

Your expertise:
•    Experience with operating systems (Windows, Linux/Unix etc.).
•    Proficiency in scripting (e.g., Python, PowerShell) and SQL for data analysis and issue resolution.
•    Familiarity with monitoring and ticketing tools like ServiceNow and JIRA.
•    Understanding of networking, application servers, and database systems.
•    Experience with ITIL, COBIT, or other IT service management frameworks.
•    Familiarity with Agile methodologies and DevOps practices and tools.
•    Familiarity with cloud platforms such as AWS.

Skills and Competencies:
•    Strong analytical and problem-solving skills.
•    Ability to work effectively under pressure in a high-paced environment.
•    Excellent communication and teamwork abilities.
•    Proactive and results-oriented.
•    Proficiency in ITSM tools and technologies.

 

Other Information:

Role: Permanent

Location: Cape Town

Work Type: Hybrid

 

Why work for us?

Want to work for an organization that solves complex real-world problems with innovative software solutions? At iOCO, we believe anything is possible with modern technology, software, and development expertise. We are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies. 

You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains. 

Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft.