Consultant, Functional Support at Standard Bank Group

JOB DESCRIPTION

To maintain service and application stability, availability and reliability through the facilitation of the various Service Management processes and associated activities which include providing level two technical support coupled with business or domain knowledge to ensure continued and quality service across geographies.

• Adhere to and apply defined standards, tools and frameworks ensuring achievement of service stability for the business line or corporate function across all markets
• Apply common communication standards when communicating to business stakeholders during high impact service impact and restoration events
• Capture all relevant service-related information using the relevant service management tools enabling reporting which is both accurate and reliable
• Communicate and manage all changes within the function as well as externally to the relevant area to ensure effective understanding and use of the service
• Coordinate technical teams and drive the operational execution of the incident management process, determine the level of risk and liaising with relevant technical teams. Make recommendations and obtain the necessary permissions, outside of the mandate, to make changes to processes or applications enabling the most effective response for the resolution of incidents raised.

QUALIFICATIONS

Minimum Qualifications
Type of Qualification: Degree
Field of Study: Information Technology

Additional Licences and Certifications

• Industry related certification and membership e.g. ITIL certification - Required

Experience Required

• 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.

ADDITIONAL INFORMATION

Behavioral Competencies:

• Challenging Ideas
• Checking Details
• Developing Strategies
• Documenting Facts
• Establishing Rapport

Technical Competencies:

• Application Knowledge for Support
• Application Support
• Data Analysis and Inference
• Documenting
• Service Level Management