Production Support & Incident Analyst

PPS Recruitment; Johannesburg; On-site; ZAR 500,000 - 800,000; Full time

Job summary

PPS Recruitment is seeking a Senior Production Support and Business Analysis specialist to diagnose and troubleshoot production incidents and provide IT support within the PPS Mutual unit. You will manage incidents end-to-end within agreed SLAs and collaborate with cross-functional teams to ensure quick resolution.

The role requires a 5-year track record in production support or business analysis in financial services, a relevant degree, and knowledge of SDLC, incident and problem management,

Qualifications

• Bachelor's degree in Computer Science/IT or related field.
• Business Analysis diploma or equivalent.
• ITIL Incident Management knowledge is advantageous.
• SAFe qualification is advantageous.

Responsibilities

• Diagnose and troubleshoot production incidents and provide IT support within PPS Mutual.
• Provide end-to-end production support throughout the incident resolution lifecycle within SLAs.
• Communicate incident status timely to stakeholders and document resolutions.
• Drive analytics around incident turnaround times and problem complexity.

Skills

Process Management

Incident Management

Problem Resolution

SDLC Understanding

ITIL Knowledge

Stakeholder Communication

Cross-functional Collaboration

Service Delivery

Analytical Thinking

Prioritization

Education

Bachelor's degree in Computer Science/IT

Business Analysis Diploma

ITIL Incident Management (Advantageous)

SAFe Qualification (Advantageous)

Job description

PPS Recruitment is seeking a Senior Production Support and Business Analysis specialist to diagnose and troubleshoot production incidents and provide IT support within the PPS Mutual unit. You will manage incidents end-to-end within agreed SLAs and collaborate with cross-functional teams to ensure quick resolution.

The role requires a 5-year track record in production support or business analysis in financial services, a relevant degree, and knowledge of SDLC, incident and problem management,