Posted on :
6 Sep, 2021
6 Sep, 2021
At Blue Label Distribution, our brand philosophy is that we can create and distribute anything that is able to be digitize. Our Blu-approved brand is the face of our service offering and is underpinned by a world-class technology platform for both online and offline commerce. With a point of sale network of approximately 150 000 devices, we provide a distribution footprint across all income groups. 85% of our income comes from merchants in the informal sector.
Job Title: Support Analyst: BLD
Location: Sandton, Gauteng, South Africa
Reference #: B098
Contract Type: Permanent
Salary: Market Related
Primary purpose of the role is to lead the operational support of the production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.
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 2nd and 3rd level support functions for the real-time environment
Ensure production platforms are reviewed periodically and maintenance and housekeeping is 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
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 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
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 organisational and team needs.
Plans and Aligns
Post graduate qualification in Information Technology or similar
Minimum 4 years’ experience in similar role
Application Deadline: 20/09/2021