Supervisor: Support Analysts

Altron; South Africa; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Altron FinTech in Gauteng seeks a Senior IT Operations Lead to drive second-line support, manage incidents, and improve automation and processes. You will coordinate with L3, ITS Development, and Implementation teams to support new products and integrations while mentoring staff and optimizing resource allocation.

The role emphasizes coaching, performance reviews, and maintaining PCI standards in a dynamic fintech environment.

Qualifications

• Matric certificate required.
• Banking or switching experience (Postilion, TradeRoute, Ivory, Base24).
• ITIL v4 Foundations certification advantageous.
• Degree or Diploma in IT advantageous.
• Remedy/Helix experience advantageous.

Responsibilities

• Lead the second-line support team in a FinTech environment.
• Oversee daily team activities, customer communications, and incident escalations.
• Drive efficiency through automation and process improvements.
• Provide technical and transactional support to customers and suppliers.
• Manage Remedy queries and monthly reports on trends, SLA performance, and bug fixes.
• Collaborate with L3, ITS Development, and Implementation teams for new products and integrations.
• Coach and mentor team members; conduct performance reviews and succession planning.
• Manage resource allocation, shift schedules and team morale.

Skills

Second-line support

Incident management

Automation

Education

Matric

Degree or Diploma in IT

ITIL v4 Foundations

Tools

Remedy/Helix

Job description

By submitting your CV on this Career Portal, you acknowledge that your personal information will be processed in accordance with the Protection of Personal Information Act (POPI Act).

We will use your information to: Match your qualifications with suitable job opportunities, Contact you regarding potential employment, and Manage your application in our system.

Your personal information will be kept confidential and protected with appropriate security measures.

You have the right to access your information, request corrections, and object to its use. Should you wish to withdraw your application, you may do so on the Application screen.

If you have any questions about our POPI policy, please contact us via our details on the Altron Website.

Position Number: 6812

Reference Number: 2026672

Introduction: Business Unit: Altron FinTech
Location : Gauteng
Appointment Type : Permanent

Required Tasks: Responsible for leading and managing the second-line support team in a dynamic FinTech environment, ensuring smooth operations of Altron FinTech switching and terminal applications. Oversees daily team activities, customer communications, and incident escalations, while driving efficiency through automation and process improvements. Provides technical and transactional support to customers and suppliers, manages Remedy queries, and compiles monthly reports on trends, SLA performance, and bug fixes. Collaborates with L3, ITS Development, and Implementation teams to support new products and integrations, ensuring compliance with PCI standards. Coaches and mentors team members, conducts performance reviews, and builds capabilities across L1/L2 support. Manages resource allocation, shift schedules, and succession planning, while motivating and recognizing team achievements. Acts as the primary escalation point, investigates issues, recommends enhancements, and maintains operational documen

Requirements:

• Matric.
• Banking and or switching experience (minimum) (Postilion, TradeRoute, Ivory, Base24)
• ITIL v4 Foundations (advantageous)
• Degree or Diploma in IT (advantageous).
• Remedy / Helix experience (advantageous).