Production Support Analyst: Incident & SDLC Expert

PPS

Johannesburg

On-site

ZAR 600,000 - 900,000

Full time

4 days ago

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Job summary

PPS in Johannesburg seeks a production support and business analysis professional to diagnose and troubleshoot production incidents within the PPS Mutual unit. You will provide end-to-end support throughout the incident lifecycle within SLA and coordinate with IT specialists as needed.

Ideal candidates will have IT/BA background, strong understanding of incident management and SDLC, and be able to translate data into actionable improvements while working with cross-functional teams across the

Qualifications

Bachelor's degree in a Computer Science/IT/Business Design and/or Business Analysis.
Experience with incident management processes and problem resolution.
SAFe or ITIL qualifications are advantageous.

Responsibilities

Communicate critical issues to stakeholders and manage within the defined SLA.
Drive production support performance and ensure prompt delivery to business.
Ensure business SLA is met with focus on exceptional service delivery.
Complete high-quality incident management documentation.
Develop analytics on incident turnaround times and classify problem-solving complexities.
Collaborate with cross-functional teams to deliver services per published SLAs and quality standards.