Specialist Support Engineer (SNow) needed at Absa Group Limited
Job title : Specialist Support Engineer (SNow)
Job Location : Gauteng,
Deadline : December 06, 2024
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Job Summary
- 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).
Job Description
- 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 minimised
- 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
- Application Monitoring & Performance Management
- Monitor application modification requests and ensure best practices are being utilised
- 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
- Governance, Risk & Control
- 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.
Education
- Bachelor’s Degree: Information Technology
How to Apply for this Offer
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