Retail Integrations Support Analyst

Transaction Junction (Pty) Ltd; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading payments solutions provider in Gauteng is looking for an IT Support specialist to provide operational support for their production environments. The successful candidate will resolve escalated issues, offer 1st and 2nd level support, and ensure system stability. With a postgraduate degree in Information Technology and 2-3 years' experience in the payments industry, you will drive continuous improvement and support team management activities. Strong analytical and communication skills are essential for this role.

Qualifications

• Minimum 2-3 years' experience in a similar role in the payments industry.
• Strong problem-solving skills and attention to detail.
• Ability to communicate clearly both verbally and in writing.

Responsibilities

• Provide 1st and 2nd level support functions for the systems.
• Resolve escalated issues via thorough root cause analysis.
• Ensure effective communication of planned outages.

Skills

Customer Focus

Trust

Innovation

Collaboration

Adaptability

Financial Acumen

Effective Team Building

Education

Postgraduate Degree or Diploma in Information Technology

Microsoft SQL and / PostgreSQL qualification

Tools

Linux

Logic Monitor

Dynatrace

Grafana

Prometheus

Cockroach DB

Job description

Overview

Primary purpose of the role is the operational support of the Offline production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.

Responsibilities

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 1st and 2nd level support functions for the Imbeko & Postillion environments.

Ensure production platforms are reviewed periodically, maintenance and housekeeping are 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 and 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.

Work collaboratively, build a culture of respect and understanding across the organization.

Recognize outcomes which resulted from effective collaboration between teams, build cooperation, and overcome barriers to information sharing, communication and collaboration across the organization.

Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.

Team Management

Through effective inspirational leadership, facilitate the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders.

Role model behaviour and motivate team members in line with the core values.

Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management.

Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports, self‑management, set an example through personal quality and productivity standards and ways of working with others.

Demonstrate consistent application of internal procedures.

Behavioral Competencies

Customer Focus – Building strong customer relationships and delivering customer‑centric solutions.

Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Innovation – Creating new and better ways for the organization to be successful.

Collaboration – Building partnerships and working collaboratively with others.

Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.

Business Insight – Applying knowledge of business and the marketplace to advance the organization’s goals.

Complexity Management – Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Planning and Alignment – Planning and prioritizing work to meet commitments aligned with organizational goals.

Stakeholder Balance – Anticipating and balancing the needs of multiple stakeholders.

Results Driven – Consistently achieving results, even under tough circumstances.

Accountability – Holding self and others accountable to meet commitments.

Financial Acumen – Interpreting and applying key financial indicators for better business decisions.

Effective Team Building – Building strong, identity‑driven teams that apply diverse skills to achieve common goals.

Education

Matric Post graduate Degree or Diploma in Information Technology or similar.

Microsoft SQL and / PostgreSQL qualification.

Experience

Minimum 2-3 years' experience in a similar role in the payments industry.

Relevant and extensive experience in transactional payment processes and Card Present integrations.

Strong technical skills, experience of financial transaction processing or the Postilion Application suite – advantageous.

Exceptional analytical abilities, including the interpretation of large data sets and deciphering the findings logically.

Action orientated. Communicate actions and intentions clearly – verbally as well as in written form.

Strong written and verbal communication skills. Excellent problem‑solving and attention to detail. Ability to multi‑task in a deadline‑driven environment and show initiative. Strong organizational and resourceful capabilities. High levels of attention to detail and resilience.

Exposure and experience with monitoring tools such as Logic Monitor, Dynatrace, Elastic, Grafana and Prometheus, Cockroach DB etc. – advantageous.

Experience in ITIL Foundation – advantageous.

Linux experience – advantageous.

Cloud base experience – advantageous.