Support Engineer

SUMMARY:
We are urgently looking for a skilled Support Engineer, with experience in IT testing, Agile delivery methodologies and knowledge of the Digital platforms.

POSITION INFO:
JOB DESCRIPTION:

Job Title: Support Engineer
Employment Type: 6 months Contract,
Work Location: Johannesburg, Hybrid


JOB CONTEXT:
Are you a tech wizard who loves solving problems and helping others? We’re on the lookout for a talented and enthusiastic Support Engineer to join our vibrant team! You’ll be the go-to hero for tackling technical challenges, turning customer frustrations into smiles, and working closely with our engineering team to keep everything running smoothly. If you're passionate about providing top-notch support, love a good puzzle, and want to make an impact, we’d be thrilled to hear from you!

DUTIES AND RESPONSIBILITIES:
Work as part of an integrated (run & build) tribe in lower complexity environments to provide enterprise wide application support across multiple stakeholder groups by maintaining & optimizing enterprise-grade applications (tech products & services).

DevOps & Support:

• Apply critical thinking, design thinking and problem-solving skills to solve technical problems on existing applications.
• Implement all configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenance patches) for enterprise-wide applications.
• Provide efficient and effective support of applications including continued development of the application and security, software patches, reliability, disaster recovery and ensure the application meets the business needs.
• Schedule and oversee planned maintenance tasks, such as backups and performance tuning, for production IT services to prevent and to minimize issues.
• Maintain correct and current application documentation and making it available to application users.
• Oversee application implementation and configuration, patches, upgrades and maintenance, and ensure that application performance meets agreed SLAs and OLAs.
• Ensure minimal business operations impact due to upgrades and maintenance activities.
• Coordinate and execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services to prevent and to minimize issues.
• Manage applications throughout their lifecycle and assist in the application-related aspects of designing, testing, operating and improving technology products & services services.
• Coordinate & communicate across Tribes & Squads (all businesses) to successfully complete application upgrades.
• Coordinate with infrastructure & architecture teams to ensure that the impact of system / platform migrations on applications is minimized.
• Develop and maintain knowledge in application functionality, user workflow, and business processes.
• Develop sufficient knowledge of application infrastructure (server, network, security) & broader organization architecture to assist with application upgrades and troubleshoot issues.
• Compile and maintain inventory of applications and related details.
• Manage and provide support aligned to all SLA’s.
• Develop the skills required to operate and maintain the technical products & services (applications).
• Ensure that a backup system for applications and files associated with business operations is in place.
• Advise on software installation and upgrades, troubleshoot problems and provide resolutions.
• Work with Information Security teams to define and implement access permissions for applications.
• Develop and maintain expertise in application functionality, user workflow, and business processes.
• Receive and screen user programming requests for new applications or modifications, and determine appropriate priority and response.
• Develop and communicate training and documentation for end users.
• Act as a liaison between business stakeholders and customers, external solution providers, and IT stakeholders for application support specific requirements.
• Develop and / or assist with the development and / or execution of project plans for application upgrades.
• Provide input to current and future application requirements to meet the organization's needs.
• Prepare assessments for proposed applications, projects, and define appropriate integration and access requirements.
• Maintain awareness of application risks and opportunities for improvement.
• Identify and recommend application improvement to enhance capability and performance, and minimize costs.
• Ensure that application users are aware of the application capabilities for enabling their effective use.
• Assess vendor proposals for appropriateness and compliance with organization and industry standards.
• Participate in development of Requests for Proposals (RFP) and vendor evaluation and contract management for IT applications services.
• Supervise and maintain the organization's repository of applications.
• Help diagnose problems and resolve incidents / issues related to applications.
• Validate the known error database for application-related entries.
• Work with Tech Centres of Enablement to define the operational activities related to the applications.

• Monitor application modification requests and ensure best practices are being utilized.
• Conduct diagnostic investigations of program errors, and implement or recommend solutions or methodologies for resolution.
• Maintain metrics of operational performance and evaluate trends.
• Analyse business systems to determine effectiveness, identify inadequacies, inefficiencies and problems and recommend solutions.

• Enhance methods and procedures for collecting, analysing, and documenting application issues, and completing user change requests.
• Enhance IT processes for transitioning completed configurations from development to production.
• Plan and coordinate the processes for the provision of user applications and systems necessary for business operations.
• Define and maintain application assessment, development, and support standards, and work with other IT and business stakeholders to establish configuration and use guidelines.
• Provide inputs to availability and capacity management process for effective planning.

• Minimum 5 years’ experience – any industry

• General knowledge of Linux, Openshift and similar Operating Systems.
• General knowledge of PostgresDB, MySQL DB, MongoDB and similar databases.
• Working knowledge of Patch Management Processes and Tools.
• Working knowledge of Release Management Processes and Tools.

• Compensation will be determined based on qualifications, applicable banking experience, and previous earnings.