Support Engineer

Minimum Requirements:

• Matric (Grade 12)

• Relevant B-Degree in Computer Science preferred but not essential if minimum requirements of experience and practical application is evident
• 3+ years service delivery management experience

• Must have work experience in Incident management and Root Cause Analysis

• Certified on ITIL

• Advantage would be held for someone with experience working on Service Now

• Understanding of Agile Methodologies

Responsibilities:

• Devops and Support:

• Apply problem solving skills to solve technical problems on existing applications

• Take ownership for developing advanced design thinking and problem solving skills in preparation for greater complexity / changing / evolving tech

• Implement configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenance patches) for enterprise wide applications

• Schedule and oversee planned maintenance tasks, such as backups and performance tuning, in production for tech products and Services

• Provide inputs into application documentation for end users

• Leverage application documentation to guide users through application support processes

• Leverage knowledge gained on support / trouble shooting processes to make recommendations for user documentation and or application changes / enhancements

• Execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services to prevent and to minimize issues
• Follow governance and risk procedures for all application support e.g. upgrades, maintenance etc

• Work as part of an integrated application / product / service team throughout their lifecycle and assist in the application-related aspects of designing, testing, operating and improving technology products and services

• Identify stakeholder and communication dependencies /interdependencies and requirements in all application support processes and ensure these are followed prior to any application support implementation

• Proactively identify any risks ahead of application support processes e.g. changes, optimization, maintenance, batch uploads etc.

• Develop and maintain knowledge in application functionality, user workflow, and business processes to improve level of support provision on an ongoing basis

• Develop sufficient knowledge of application infrastructure (server, network, security) to improve application support inputs

• Compile and maintain inventory of applications and related details
• Meet all SLA requirements associated with application support being provided

• Follow identified risk, governance and control procedures for all application support provided e.g. backup, documentation etc

• Maintain awareness of application risks and opportunities for improvement

Originally posted on Himalayas