1st Line Support Specialist at Sanlam Group

Who are we?

Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

What will you do?

The successful candidate will join the organisation in the role of a 1st Line Support Engineer.  He/she will be part of a highly dynamic team working in a structured process driven environment. 

Guided by the Operations Manager and the Support Team Lead, this role will be responsible for monitoring systems in production, issue tracking & resolution and call management and routing. 

The daily monitoring of solutions in production involve: 

• Ensuring that pro-active health checks are performed to ensure:

  • Source data have been received according to providers according to known OLAs. 

  • All subsequent batch/system processing jobs have been completed to ensure completeness.

  • Schedules are enabled/disabled as per requirement.

• Resolving known issues, according to operational manual guidance.

• Engagement with Technical Data Stewards, Technical Stakeholders and the Customer until the issue is resolved.

What will make you successful in this role?

• Proactive end-to-end monitoring of solutions to ensure completeness and availability.

• Provide daily health check reports to the required stakeholders on systems in production.

• Engage with all stakeholders to resolve technical issues experienced within SLA.

• Engage with Technical Data Stewards when data is not received as per schedules or not at the right quality as per controls. 

• Communication to all stakeholders when required (e.g. incident updates, etc.)

• Testing after Platform changes.

• Identify, design, and implement internal process improvements: automating of manual processes etc.

• Monitoring and routing of helpdesk calls received.

• Ensure call quality.

• Logging of calls.

• Ensure calls are timeously updated with information as per SLA.

• Call tracking till resolution within SLA.

• Ensure all Support processes are documented and up to date.

• User onboarding (including documentation, session to confirm all is software & access is working, training).

• User offboarding.

The complexity and variety of the most common challenges and problems. 

• Delivering in a complex analytic environment

• Working with a high need for information security

• Diligence required when resolving data and technical issues and interacting with other support teams.

• Demanding business community

How the job will typically impact the business and where the impact will be felt. 

• Information is an asset and it can be used strategically to gain a competitive edge in the market, hence

  • Timely delivery required – information is key to business decisions

  • Accurate delivery required – information is key to business decisions

  • Access to information – information is key to business decisions

Qualification

• National Diploma in an Information Technology related discipline

• ITIL Foundation is highly advantageous

Experience

• 1+ years’ experience as a 1st Line Support Engineer in a data environment 

• SQL skills

• Ability to read and understand procedural code to some extent highly advantageous

• Service Desk related experience is highly advantageous

• Service management experience (incident management, request management, etc.) highly advantageous

• Understanding of basic data engineering principles.

• Background in writing basic navigation SQL.

• Experience working on SAP Hana is highly advantageous.

• Understanding of data warehousing principles based on Kimball and Vault patterns is highly advantageous.

Knowledge and Skills

• Database Knowledge
• IT Data Analysis
• Data Security
• Risk Management
• Reporting and Administration

Personal Attributes

• Interpersonal savvy - Contributing independently
• Decision quality - Contributing independently
• Plans and aligns - Contributing independently
• Optimises work processes - Contributing independently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently

Turnaround time

• The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Closing date: 2 November 2021

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity.  This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.  The Group's Employment Equity plan and targets will be considered as part of the selection process.