JOB PURPOSE
Primary 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.

RESPONSIBILITIES

Technical Support

• Effective 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 Service

• Provide 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 collaboratively

• Build 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 Management

• Through 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-Management

• Set 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 COMPETENCIES

Customer Focus
Building strong customer relationships and delivering customer-centric solutions.

Instils Trust
Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Cultivates Innovation
Creating new and better ways for the organization to be successful.

Collaborates
Building partnerships and working collaboratively with others to meet shared objectives.

Situational Adaptability
Adapting approach and demeanour in real time to match the shifting demands of different situations.

Business Insight
Applies knowledge of business and the marketplace to advance the organization’s goals. For example, shows considerable business insight, beyond the fundamentals.
Asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends.

Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; Probes deeply for root causes.
Uses systematic problem-solving methods, well.

Plans and Aligns
Plans and prioritizes work to meet commitments aligned with organizational goals. For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others.
Makes skilful use of resources and support tools to deliver efficient, high-quality work.

Balances Stakeholders
Anticipates and balances the needs of multiple stakeholders. For example, draws upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders.
Probes deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders.
Takes initiative to respond to stakeholder problems.

Drives Results
Consistently achieves results, even under tough circumstances. E. devotes considerable effort to surpassing goals and achieving the best possible results.
Goes above and beyond to achieve excellence.
Drives ahead with great focus when faced with obstacles and setbacks.
Maintains productivity and a positive attitude

Ensures Accountability
Holds self and others accountable to meet commitments. E.g. holds self to high standards and consistently honours policies, procedures, and work requirements.
Scrupulously ensures all work is correct.

Financial Acumen
Interprets and applies key financial indicators to make better business decisions.
Swiftly assembles and fluently interprets the financial data and metrics relevant to the role.
Draws rich insights from financial and quantitative data.
Adheres to relevant budgetary guidelines.

Builds Effective Teams
Assist in building strong-identity teams that apply their diverse skills and perspectives to achieve common goals. E.g., consistently emphasizes and advocates for the team’s common goals and priorities.
Volunteers promptly to help others and goes the extra mile to ensure the team’s success.
Recognizes everyone’s contributions to the team.

EDUCATION

• Matric
• Post graduate Degree or Diploma in Information Technology or similar
• Microsoft SQL and / PostgreSQL qualification.

EXPERIENCE

• Minimum 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.
• You communicate your actions and intentions clearly – verbally as well as in a written form. 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).