Position Summary:
The function of this role is to resolve incidents impacting on the production environment and business processes as quickly as possible. The incumbent is individually accountable for achieving results through own efforts.
Key Responsibilities:
- Implements cost saving / optimisation initiatives.
- Super user on applications they support.
- Communicates effectively regarding support related activities.
- Participates in software and/or hardware upgrades.
- Responsible for problem management by doing root cause analysis of incidents to pro-actively manage re-occurrences.
- Deep understanding of business processes, procedures, policies and practices.
- Project support and testing
- Must have knowledge of IT processes and technologies.
- Participates in systems and process handover process.
- Provides temporary workarounds for incidents, to ensure the service are restored to normal to achieve Service Level Agreements.
- Provides advice and consultation to the business across products and processes.
- Aligning and simplifying processes across teams; assist with process improvements
- Actioning requests for client and internal reports, stats, marketing docs, data analysis
- Supports the running of production applications and processes by providing team members with daily production statistics and system support
Required Education & Experience:
- Have sound analytical and problem solving abilities with a focus on attention to detail
- Good knowledge of systems used in Old Mutual
- Innovative and creative
- Experience in the Financial Service Industry is highly advantageous
- Good verbal and written communication skills
- Proficiency in MS Office programmes e.g. Word & Excel is essential
- Work effectively with internal and external colleagues and clients to accomplish organisational and team goals
- Grade 12/Matric with Mathematics
- Well developed interpersonal skills
- Experience in a Group Assurance or Risk environment and GAP product knowledge – advantageous
- Qualification in an IT related field – highly advantageous