Intermediate Support Analyst at Sabenza IT

Requirements:

• Information Technology or technical qualification – NDIT or Bachelor’s degree or matric and at least 3-4 years related work experience.
• Demonstrated ability to work with business process models (UML), at least 3 years.
• Solid SQL and XML experience, at least 3 years.
• Experience with scripting languages at least 2 years.
• Proven ability to read system logs and software build scripts.
• At least 3 years working knowledge of the Systems Development Life Cycle (SDLC).

Duties that the successful candidate would need to carry out:

Analysis of all issues raised from Production from the QA team. In this process the following is involved:

• Using the "Remedy Action Request System" ttrack client originating issues
• Accessing data held on DB2 databases
• Working with XML messages flowing in and out the system
• Discussing issues with business owners
• Using the "Client" Defect Tracking System (currently "Atlassian Jira" system)
• Utilising "Client" Support Software
• Analysis of logs in the error queue and initiating resolution with the respective resolver group
• Facilitate resolution of Incidents and Service Requests throughout the lifecycles and across various teams within the specified SLAs/OLAs
• Raising valid "Client" defects and logging required information into the "Client" Defect Tracking system.
• Providing "Client" developers and testers with all information required to replicate and resolve client issues.
• Scripting of datascript and packaging for correcting data in the production system
• As a member of the support team, ensure 24/7 support coverage for client production systems.
• Assist with communication, creation, maintenance, scheduling, and distribution of reports
• When on standby duty according to a standby roaster, taking first call, registering, prioritizing and escalating any issue raised via the different support channels.
• Collaborate with other teams to troubleshoot and restore services in the event of outages
• Participate in Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
• Creating and submit knowledge articles to knowledge base for reuse.