Production Support Analyst at Discovery Limited

Key Purpose of the role

• The key purpose of the role is to provide support to Group Risk Business by identifying and addressing all issues raised by business to minimize service disruption and facilitate operations. This entails investigating production issues on all business systems, diagnose root causes, and work on fixing them. Support Analysts are also responsible for identifying known errors and production issue trends and for finding permanent solutions. Provide expert advice and support to departments across the organization. Defining application support standards and processes and writing the related documentation.

Areas of responsibility may include but not limited to

• Provide support to business users and investigate data discrepancies and application errors, and propose modifications and enhancements to existing applications to improve their functionality or address any issues that arise.
• Primarily responsible for accurate production issue identification, system fixes, and resolution.
• Implements a wide range of creative solutions and uses judgment based on deep technical knowledge to determine the best course of action to resolve technical issues that pose a significant risk to the firm and/or affect a large number of users
• Conduct issue resolution, root cause analysis and remediation.
• Working closely with cross functional teams across the organization.
• Knowledge of the production support processes such as incident case management, logging, prioritization of issues and status updates to various levels of management.
• Escalation Level Production Support duties; optimize application's stability and performance through utilization of internal and external resources. 

Personal Attributes and Skills     
The successful candidate must demonstrate the following competencies:

• Drives Results
• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People and Interpersonal Savvy
• Strong Problem-Solving Skills
• Resilience
• Self-Starter
• Additional attributes
• Analytical and problem-solving skills
• Working with people
• Relating and networking
• Writing and reporting
• Applying expertise and technology
• Attention to detail
• Coping with pressure and setbacks
• Attention to detail

Education and Experience

• Matric
• Diploma in IT/BSc/B Com Informatics or relevant experience or proven relevant experience 
• 5 years’ experience in a Production Support role working with Technical Applications or similar environment
• Proficient knowledge of Compass, with some configuration experience Specialist knowledge of Technical Applications
• Proficient understanding of operating systems, computers and applications software
• Processes – Production Support Management. Familiar with all implemented ITIL processes and Proficient understanding of all business processes within the Group Risk space
• Technologies – Familiar with production support management suites and monitoring tools
• Technical Skills – Statistical analysis and reporting, Problem solving, Root Cause Analysis, Business writing (reports) and presentation