Production Support Engineer – Incident & Problem Mgmt

Investec Travel; Sandton; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Investec in Sandton, South Africa, seeks an Application Support Engineer to maintain stability and availability of client-facing digital applications. You will perform hands-on investigation, service management, and proactive improvements, with after-hours and on-call support as required.

You will monitor dashboards, diagnose faults, coordinate incident restoration, conduct root-cause analysis, and collaborate with product, engineering, and security teams to automate repetitive tasks and improve

Qualifications

• ITIL service management disciplines (Incident, Problem, Event, Change) are essential.
• Strong diagnostic ability across logs, data, dependencies and service behaviour.
• Experience with monitoring/observability platforms (Splunk, Dynatrace).
• Ability to query relational databases safely using SQL and interpret results.
• Knowledge of web/enterprise apps, APIs, authentication, certificates, DNS, proxies, OS and networking basics.
• Understanding of cloud and hybrid service models.
• ITIL certification would be advantageous.
• Proficiency with AI-enabled productivity tools (e.g., Copilot) to improve efficiency.

Responsibilities

• Provide day-to-day production support and diagnose faults to restore services.
• Monitor dashboards, alerts, logs, and health checks to ensure availability.
• Support major incidents by coordinating resolver teams and maintaining timelines.
• Conduct root-cause analysis and drive permanent remediation through Problem Management.
• Investigate client, access and transaction queries using logs, SQL, APIs and dependencies.
• Assess impact of changes, support deployment validation and maintain runbooks.

Skills

Incident management

Change management

Problem solving

Stakeholder communication

On-call support

AI tools (Copilot)

Education

IT qualification or equivalent practical experience

ITIL certification (advantageous)

Tools

Splunk

Dynatrace

SQL

APIs

DNS

Job description

Investec in Sandton, South Africa, seeks an Application Support Engineer to maintain stability and availability of client-facing digital applications. You will perform hands-on investigation, service management, and proactive improvements, with after-hours and on-call support as required.

You will monitor dashboards, diagnose faults, coordinate incident restoration, conduct root-cause analysis, and collaborate with product, engineering, and security teams to automate repetitive tasks and improve