Specialist, Functional Support

Standard Bank Group; Johannesburg; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading African financial services group is looking for a Level 2 Technical Support professional to maintain service stability and reliability. This role involves managing service management processes, providing support, and interpreting complex data to enhance technology resilience. Candidates should have a pertinent degree and 5-7 years of relevant experience.

Qualifications

• 5-7 years experience providing level 2 technical support.
• Proven application of service management processes.

Responsibilities

• Maintain service and application stability and reliability.
• Provide level two technical support across geographies.
• Conduct root cause analysis for recurring issues.

Skills

Service Monitoring

Incident Management

Problem Management

Change Management

Data Analysis

Trouble Shooting

Education

First Degree in Information Studies

First Degree in Information Technology

Job description

Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

To maintain service and application stability, availability and reliability through the facilitation of the various Service Management processes and associated activities. To provide level two technical support coupled with business or domain knowledge to ensure continued and quality service across geographies. Interpret complex cross functional and multi-geography data and provide recommendations to improve technology resilience.

Qualifications

Type of Qualification: First Degree

Field of Study: Information Studies

Type of Qualification: First Degree

Field of Study: Information Technology

Experience Required

Delivery Enablement

Technology

5-7 years

Experience gained in providing level 2 technical support to an area of the business. Gain understanding and experience of the various disciplines within technology and how these relate to each other.

5-7 years

Proven experience in application of service management processes and frameworks with key competencies in:

Service Monitoring:

Oversee the performance of IT services and ensure they meet predefined service levels.

Incident Management:

Handle and resolve service disruptions quickly to minimize downtime.

Coordinate with technical teams for rapid restoration of services.

Problem Management:

Conduct root cause analysis (RCA) for recurring issues.

Change Management:

Manage and document changes to IT services to minimize risk and impact on the business.

Reporting:

Create and analyse service performance reports to inform management and stakeholders.

Track performance metrics (e.g., uptime, response times) against Service Level Agreements (SLAs).

Customer Support & Relationship Management

Collaborate with the service desk to improve user satisfaction.

Additional Information

Behavioural Competencies:

• Articulating Information
• Developing Strategies
• Interpreting Data
• Providing Insights
  
  

Technical Competencies:

• Application Knowledge for Support
• Application Support
• Data Analysis and Inference
• Documenting
• Service Level Management
• Service Management Processes
• Stakeholder Management (IT)
• Trouble Shooting
  
  

Please note: All our recruitment processes comply with the applicable local laws and regulations.

We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraud line on [phone] or [email protected]