Senior Technical Operations Support Analyst

Blue Label Telecoms; Sandton; On-site; ZAR 520 000 - 680 000; Full time

Job summary

A leading telecommunications provider in South Africa is looking for a Senior Technical Operations Support Analyst to enhance the stability and efficiency of critical business applications. The role involves monitoring production systems, conducting root cause analyses, and mentoring junior staff. The ideal candidate should have extensive SQL and Oracle knowledge, hands-on experience with Azure DevOps, and strong troubleshooting abilities in fast-paced environments. This position allows for significant impact on system performance and operational efficiency.

Qualifications

• Extensive knowledge of SQL and Oracle required.
• Hands-on experience with Azure DevOps needed.
• Proven ability to troubleshoot complex technical issues.

Responsibilities

• Conduct thorough root cause analysis for incidents.
• Monitor production systems and manage incident prioritization.
• Act as escalation point for unresolved issues.
• Perform routine maintenance in production environments.
• Ensure compliance with security policies and standards.
• Provide mentorship to junior team members.

Skills

SQL

Oracle

Azure DevOps

Troubleshooting

Technical Incident Management

Job description

Job Purpose

The Senior Technical Operations Support Analyst plays a key role in ensuring the stability, efficiency, and reliability of critical business applications and infrastructure. This individual will provide advanced support for production systems, automate operational tasks, and collaborate closely with development and DevOps teams to enhance system performance and streamline deployment processes. The ideal candidate has extensive SQL & Oracle knowledge, hands‑on experience with Azure DevOps, and a proven ability to troubleshoot complex technical issues in fast‑paced enterprise environments.

Key Responsibilities

Root Cause Analysis

• Conduct thorough root cause analysis for recurring or critical incidents, identifying underlying issues and implementing preventive measures to mitigate future occurrences.

Production System Monitoring and Incident Management

• Monitor complex production systems, servers, and applications to ensure optimal performance and availability.
• Manage and prioritize incidents according to severity levels, adhering to established SLAs (Service Level Agreements) to minimize downtime and impact on business operations.
• Respond to and resolve complex production incidents, service interruptions, and performance issues in a timely manner.
• Conduct root cause analysis and implement corrective actions to prevent recurring incidents.

Escalation Management & System Maintenance

• Act as a point of escalation for unresolved technical issues, coordinating with other teams or vendors as necessary to ensure timely resolution.
• Perform routine maintenance tasks, such as applying patches, updates, and configuration changes to production environments.
• Coordinate and execute changes following change management processes and procedures.
• Ensure configuration consistency and adherence to best practices across production systems.

Incident Response and Problem Resolution

• Serve as a primary point of contact for production-related incidents and service requests.
• Collaborate with development, infrastructure, and support teams to troubleshoot and resolve complex technical issues.
• Escalate critical incidents and engage necessary resources to expedite resolution.

Continuous Improvement and Performance Optimization

• Identify opportunities to optimize system performance, reliability, and scalability.
• Implement proactive measures to enhance system monitoring, alerting, and capacity planning.
• Recommend and implement process improvements to streamline production support activities.

Security and Compliance

• Ensure production systems comply with security policies, standards, and regulatory requirements.
• Implement security controls, access management, and vulnerability remediation measures.
• Participate in security audits, assessments, and remediation efforts as needed.

Documentation and Knowledge Management

• Maintain comprehensive documentation of production systems, configurations, and troubleshooting procedures.
• Update knowledge base articles, runbooks, and incident response documentation.
• Contribute to training materials and share knowledge with team members to improve collective expertise.

Change Management & Vendor Management

• Participate in the planning and execution of changes to production systems, ensuring proper testing and validation to minimize risk of disruptions.
• Collaborate with external vendors and service providers to troubleshoot issues, implement upgrades, and ensure compliance with contractual agreements.

Self-Management & Leadership

• Provide guidance and mentorship to junior members of the support team, assisting with technical challenges and fostering professional growth.
• Set an example through personal quality and productivity standards and ways of working with others.
• Demonstrate consistent application of internal procedures. Plan and priorities, 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
• Drive customer centricity.
• Proven leadership, organizational, and communication skills with the ability to influence and collaborate across functions.
• Excellent leadership, communication, and interpersonal skills with the ability to influence and collaborate across functions.