Specialist: Application Support

SUMMARY:
Responsible for uptime, maintenance and support of applications as well as ensuring efficient reporting and customer interaction.

POSITION INFO:

Key Performance Areas:

1. 1.     The setup and maintenance of the application:

• Preventative maintenance.
• Problem solving / trouble shooting and daily support on applications.
• Assist with installation and upgrading of the software on the servers.
• Assist with testing of new application releases or fixes.
• Skills transfer to other application support specialists.
• Involved with application configuration management.
• Proactive monitoring of the application to ensure exceptions is detected as early as possible.
• Involved in application projects (upgrades and new).

1. 2.     Software Security: 

• Assist with setting up / controlling application access.

1. 3.    IT change management:

• Assist with detail impact analysis of changes on the system.
• Assist with providing system architecture with detail on system and applications.
• Provide input when required for reporting at IT change management committee.

1. 4.    Reporting and customer interaction:

• Maintaining a call handling process, and liaising with customers to establish details of their problems or requirements, investigation and resolution.
• Achieving targets as per agreed SLA’s.
• Compiling complete and accurate reporting.
• Interaction with various departments within Ubank and the application vendors.
• Escalation to management regarding exceptions and errors.

• Qualifications, Experience, Knowledge and skills:

   

  • Degree/National Diploma in IT Technology or relevant qualification in Information Systems is essential.
  • 3 year IT support experience is essential.
  • IT Banking support experience is essential.
  • Technical aptitude of banking systems and applications used is essential.
  • Ability to troubleshoot and work through complex problems is essential.
  • Ability to translate technical responses in a way that users can understand and relate to is essential.
  • Good interpersonal skills and relationship management is essential.
  • Excellent communication skills are essential.
  • A self-starter, who requires low levels of direct supervision, is essential.
  • Willing to work irregular hours and to be on standby on a regular basis as well as working on Saturdays is essential.

NB! This job is now closed. You can apply for other jobs by uploading your CV.