Support Engineer

Boardroom Appointments; Johannesburg; On-site; ZAR 350,000 - 550,000; Full time

Job summary

A leading recruitment agency in Johannesburg is seeking an experienced service delivery manager to oversee application support and maintenance. The ideal candidate will have at least 3 years of service delivery management experience, along with solid practical experience in incident management. The role requires strong problem-solving skills and knowledge of ITIL practices, with additional favor for those familiar with Service Now and Agile methodologies. This position offers the opportunity to work in a dynamic tech environment.

Qualifications

• 3+ years of service delivery management experience.
• Understanding of Agile methodologies preferred.
• Must have work experience in Incident management and Root Cause Analysis.
• ITIL certification is required.
• Experience with ServiceNow is advantageous.
• Understanding of Agile methodologies.

Responsibilities

• Apply problem solving skills to solve technical problems on existing applications.
• Implement configuration, optimization & maintenance activity for enterprise-wide applications.
• Schedule and oversee planned maintenance tasks, such as backups and performance tuning.
• Schedule and oversee planned maintenance tasks, such as backups and performance tuning, in production for tech products and services.
• Provide inputs into application documentation for end users.
• Leverage documentation to guide users through application support processes.
• Use support insights to recommend user documentation or application changes/enhancements.
• Execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services.
• Follow governance and risk procedures for all application support (upgrades, maintenance, etc.).
• Work with integrated teams through lifecycle to design, test, operate and improve technology products and services.
• Identify stakeholders and dependencies and ensure requirements are followed before any support implementation.
• Proactively identify risks ahead of support processes (changes, optimization, maintenance, batch uploads, etc.).
• Develop knowledge of application functionality, user workflow, and business processes to improve support.
• Develop knowledge of application infrastructure to improve support inputs (server, network, security).
• Compile and maintain inventory of applications and related details.
• Meet all SLA requirements associated with application support.
• Follow risk, governance and control procedures for all support provided.
• Maintain awareness of application risks and opportunities for improvement.

Skills

Service delivery management

Incident management

Root Cause Analysis

Agile Methodologies

Education

Relevant B-Degree in Computer Science

ITIL Certification

Tools

Service Now

ITIL Certification

Job description

Qualifications

• Relevant B-Degree in Computer Science preferred but not essential if minimum requirements of experience andpractical application is evident
• 3+ years service delivery management experience
• Must have work experience in Incident management and Root Cause Analysis
• Certified on ITIL
• Advantage would be held for someone with experience working on Service Now
• Understanding of Agile Methodologies

Responsibilities

• Devops and Support:
• Apply problem solving skills to solve technical problems on existing applications
• Take ownership for developing advanced design thinking and problem solving skills in preparation for greatercomplexity / changing / evolving tech
• Implement configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenancepatches) for enterprise wide applications
• Schedule and oversee planned maintenance tasks, such as backups and performance tuning, in production fortech products and Services
• Provide inputs into application documentation for end users
• Leverage application documentation to guide users through application support processes
• Leverage knowledge gained on support / trouble shooting processes to make recommendations for userdocumentation and or application changes / enhancements
• Execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services toprevent and to minimize issues
• Follow governance and risk procedures for all application support e.g. upgrades, maintenance etc
• Work as part of an integrated application / product / service team throughout their lifecycle and assist in theapplication-related aspects of designing, testing, operating and improving technology products and services
• Identify stakeholder and communication dependencies /interdependencies and requirements in all applicationsupport processes and ensure these are followed prior to any application support implementation
• Proactively identify any risks ahead of application support processes e.g. changes, optimization, maintenance,batch uploads etc.
• Develop and maintain knowledge in application functionality, user workflow, and business processes toimprove level of support provision on an ongoing basis
• Develop sufficient knowledge of application infrastructure (server, network, security) to improve applicationsupport inputs
• Compile and maintain inventory of applications and related details
• Meet all SLA requirements associated with application support being provided
• Follow identified risk, governance and control procedures for all application support provided e.g. backup,documentation etc
• Maintain awareness of application risks and opportunities for improvement