Production Support Analyst

Job Description,

Reporting to Senior Manager: Business Analysis, the purpose of the role is to diagnose and troubleshooting production incidents and provide technical support for IT systems and application within PPS Mutual business unit.

The role will also be responsible to provide end to end production support throughout the life cycle of the incident resolution process within Service Level Agreement.

,

Requirements,

Education

• Bachelor's degree in a Computer Science/IT/Business Design and or Business Analysis diploma
• ITIL Incident Management (Advantageous)
• Scaled Agile Framework (SAFe) qualification (Advantageous)

Experience

• 5 years Work Experience in either Production Support and/or Business Analysis and/or Testing role within the financial industry.
• Process management experience

Knowledge And Skills (maximum Of 10)

• Process Management Knowledge
• Understanding in implementing problem management / incident resolution methodologies
• Understanding of Systems Development Life Cycles (SDLC)
• Knowledge and understanding of Incident Management, Problem Resolution and Priority management.
• Understanding the IT landscape
• Ability to influence and understand IT dependencies and interdependencies to ensure that priority incidents are sequenced for resolution and deployment.

,

Duties and Responsibilities,

• Ensure that critical issues around the system and incidents are communicated timeously to all key stakeholders and managed properly with the defied Service Level Agreement.
• Drive and maintain the production support’s performance and ensure prompt delivery to business.
• Ensuring the business SLA is reached with a key focus in delivering exceptional service.
• Responsible for the completion of quality Incident Management documents.
• Responsible for the formulation of good analytics around incident turnaround times and the classification of problem-solving complexities.
• Working with cross-functional teams to deliver exceptional service to all customers according to the published service levels and quality standards.
• Cultivate a performance driven collaborating with all the business units.
• Implement and manage effective systems and practices.
• Continuously analyse and interpret data to identify optimisation opportunities, gaps and risks within the business areas.
• Ensure that all applicable incidents reported are included as part of the overall business solution.
• Ensure that all information relating to incidents, any technical documentation updates etc. have been documented and stored appropriately.
• Manage information related to incidents or issues, determines the root cause of the problem and devises solutions to resolve the business user's issue.
• Manage and complete the flow of incoming support requests and escalate these requests to other IT specialists (internal and external) where applicable
• Understand all the Tier 1 PPS Mutual business applications to ensure priority and attention to incident resolution is appropriately applied depending based on system criticality for business.
• Monitor incident management, receiving incidents and requests from end-users, analysing these and responding to the end user with a solution..
• Train and provide post implementation d support to Business Stakeholders
• Provide end to end information about respective incidents consistently to stakeholders throughout the life cycle of the incident resolution process.
• Leverages off Business Analysis and Testing knowledge from the broader team to ensure that all documentation is obtained for problem resolution.
• Ensure that functional requirements are delivered on business requirements through a structured work approach using quality, governance, and customer service within, but not limited to, the Scaled Agile methodology.
• From time-to-time, transition into a Business Analyst role to gather the requirements, map business processes and develop functional requirement specifications.