LOCATIONS: Johannesburg

We are looking for candidates who can fulfil the role of a Lead Support Engineer.

OUTPUT | CORE TASKS

  • Apply critical thinking, design thinking and problem-solving skills to solve technical problems on existing applications and to provide recommendations for the continuous improvement of applications
  • Partner with senior Product Engineers to support problem resolution and critical thinking processes when the complexity level goes beyond support (coordinate resolution)
  • Lead the implementation of all configuration, optimization (e.g. upgrades) and maintenance activity (e.g. regular maintenance patches) for enterprise wide applications
  • Schedule and oversee planned maintenance tasks, such as backups and performance tuning, for products and services in production
  • Manage and oversee all application documentation updates, inventories and improvements as well as their distribution to end users and other business stakeholders
  • Lead the change and communication planning and implementation processes for all application support processes across Tribes and Squads
  • Ensure minimal business operations impact due to upgrades and maintenance activities
  • Oversee end-to-end application implementation and configuration, patches, upgrades and maintenance, and ensuring that application performance meets agreed SLAs and OLAs
  • Coordinate and execute unplanned maintenance tasks, such as disaster recovery procedures, tech products and services in production to prevent and to minimize issues
  • Manage applications throughout their lifecycle and lead the application-related aspects of designing, testing, operating and improving technology products and services
  • Coordinate with centres of enablement including service engineering, information security, infrastructure and architecture teams to define permissions, guidelines etc. and ensure that the impact of system / platform migrations / changes on applications is minimised
  • Act as the expert in application functionality, user workflow, and business processes and build the team to do the same
  • Develop expertise in application infrastructure (server, network, security) and broader organisation architecture to coach and mentor teams in application support such as upgrades, maintenance etc. and complex issue resolution
  • Manage the delivery of SLA’s across application support teams for a particular product and service
  • Work with business and tribe leads to define and agree SLA’s for various applications
  • Lead the governance, risk and control processes across application teams for a particular product / service including e.g. backup systems, business operations files etc.
  • Provide advisory and lead software installation and upgrades, troubleshooting problems and providing resolutions.
  • Manage application vendors and suppliers and corresponding license and support contracts where applicable
  • Review user programming requests for new applications or modifications and determine appropriate priority and response
  • Lead RFP processes and make recommendations (feasibilities, business case etc.) for applications being considered for purchase, and provide recommendations based on findings
  • Act as a liaison between business stakeholders and customers, external solution providers, and Tech stakeholders for all application support specific requirements
  • Lead the development and implementation of all project and associated integration planning requirements for application support
  • Ensure sustainable and consistent efficient and effective application support across application support team including continued development of the application and security, software patches, reliability, disaster recovery and ensure the application meets the business needs
  • Drive all capability-building through a defined and integrated capability building plan for the application across multiple stakeholder groups (end users, 3rd parties etc.)
  • Supervise and maintain the organisation’s repository of applications
  • Lead and manage best practice development practices across the application
  • Conduct ongoing reviews and performance monitoring (proactive and reactive diagnostics) for applications
  • Leverage performance insights to advise, coach and guide application users on optimal application usage and management
  • Leverage performance monitoring insights to identify risks and opportunities for continuous improvement
  • Drive the consistent and sustainable delivery of SLA’s across the application and enhance SLA’s for the benefit of the business based on the monitoring conducted
  • Stay ahead of the curve on emerging technologies and development practices to continuously improve applications and their associated performance
  • Provide performance and trend reporting to improve advisory services across Tech and for improved customer impact
  • Hold the one stop shop accountability for all governance, risk and controls for identified applications
  • Contribute to the enhancement of governance, risk and control procedures across the application
  • Enhance and author (or contribute to new) IT processes and standards for application support e.g. post configuration transitions to production, user guidelines, support standards, capacity management, event management etc.
  • Ensure application resilience and minimal business disruption related to the application
  • Identify technical risks and mitigate these (pre, during and post config, optimisation / maintenance)
  • Update / design all application documentation aligned to the organisation technical standards and risk / governance frameworks
  • Create business cases and solution specifications for various governance processes (e.g. CTO approvals)
  • Participate in and, in some cases, lead the incident management and DR activity for the application – applying critical thinking, problem solving and technical expertise to get to the bottom of major incidents
  • Deliver on time and on budget (always)
  • Coach and mentor the support engineering team
  • Conduct peer and individual reviews, testing, problem solving within and across the broader team
  • Provide technical subject matter expertise and support in the attraction and recruitment of Product Engineers for the organisation
  • Participate as a subject-matter expert in the attraction, retention, resourcing development and development planning of the broader support engineering team
  • Support the people change teams in the design of adoption processes (Customer, Employee and 3rd Party Adoption)

QUALIFICATIONS

  • Relevant B-Degree in Computer Science preferred but not essential if minimum requirements of experience and practical application that enables application support in the following is evident:
    • Automation
    • Messaging
    • Integration
    • Solutioning
    • SSL Security
    • CI/CD etc.
  • Certification in IT Service Management / IT Governance (ITIL / CoBIT), (Foundation level), compulsory
  • Agile / Project management qualification (PMP / PRINCE2), compulsory

EXPERIENCE

  • Minimum 8+ years’ IT/ IT Consulting Experience.
  • Minimum 8+ years’ Application Management Experience
  • Minimum 5-8 years Application Diagnostics Experience
  • Minimum 5-year experience in Finance sector
  • Application for Support
  • Banking and financial services business
  • Quality Assurance.
  • Stakeholder Management
  • Testing
  • Disaster Recovery and business continuity management
  • Test-driven development and domain-driven design
  • Appropriate unit testing framework(s)

KNOWLEDGE

  • Excellent understanding of specific coding / scripting languages e.g. Java, C#, Python, Perl, JavaScript
  • Object-Oriented Design and ability to properly apply general design patterns and paradigms
  • Messaging protocols and web services like SOAP and REST
  • Open-source relational databases
  • Application server containers: Tomcat, Jetty, JBoss, NodeJS, IIS, .Net Core etc.
  • Libraries like JavaScript, jQuery, TypeScript, HTML, CSS
  • CI / CD tools (like Jenkins, Bamboo, TFS, Azure Devops) and Artifact Management (preferably Nexus)
  • Version control and related concepts and techniques, particularly Git
  • Excellent debugging and problem-solving skills
  • Stubbing tools like wiremock and/or hoverfly
  • Scripting languages like Bash and/or Python
  • Cloud platforms e.g. Azure, AWS and Google Cloud Platform
  • OAuth, Open Connect ID and SAML, preferably with an understanding of AD / LDAP / Kerberos
  • Containerisation technologies like Docker and/or orchestrators like Kubernetes

COMPETENCIES

  • Excellent analytical skills and decision-making ability in collaborative environments
  • Results oriented
  • Strong analytical and problem-solving skills
  • Excellent written and oral communication skills
  • Team player – approachable, ability to share and consult others
  • Understanding of the business context
  • Examining information
  • Meeting timescales
  • Articulating information
  • Developing expertise
  • Taking action
  • Team working
  • Exploring possibilities
  • Providing insights

NOTES 

  • Only open to South African citizens
  • If you have not had a response from us within seven days, please consider your application unsuccessful.
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