Business unit, Department, Reporting
Business Unit: CPS
Department: EIS (MS Operating Systems COE)
Reports to: Manager: ITS Infrastructure
Core Description
To manage and support customer technical solutions and provides general technical support on customer systems. Install, monitor, test and maintain cloud and infrastructure solutions. To provide specialised technical support (technology specific)
Key Deliverables / Primary Functions
- Support, maintain and manage the technical aspects of a managed Cloud/Operating system solution and ensure contracted service level agreements are met. Perform proactive activities such as health-checks, documentation updates and performance reporting
- Plan, coordinate and implement system changes within client specified change windows. Liaise with the clients, vendors and other partners to ensure minimal disruption to the client's day-to-day business operations.
- Manage, own and co-ordinate the technical resolution of service disruptions in a timely manner.
- Assist with project delivery.
- Contribute to the overall team effectiveness through technical contributions, customer focus and teamwork.
- Assist colleagues and contribute to the quality and values
- Drive a proactive culture to reduce common causes of operational problems.
- Understand the requirements of being part of a 24x7 on-call operation
- Operates closely with associated infrastructure service teams to meet SLA’s and resolve problems
Core Functional Skills & Capabilities
ICT KnowledgeInfrastructure TechnologyRisk ManagementTeamworkCommunication
Core Behavioural Competencies
Working with peopleApplying expertise & TechnologyDelivering Results & Meeting customer expectationsAnalysingDeciding & Initiating ActionCulture MatchJob Match
Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in Information TechnologyOR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
3 years’ experience in particular field of speciality within a large and highly complex organisation (cloud and platform support)
Or
5 years’ experience in particular field of speciality within a large and highly complex organisation (cloud and platform support) if highest qualification Grade 12
Certifications
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
Valid Drivers licenseAbility to work extended /long hours as and when required
Workplace / Physical Requirements
Hybrid Remote WorkerNon-Billable
