Infra System Administrator at Edge Consulting South Africa

Job description

• Provide specialized support on Incidents and Service Requests raised by business users related to runtime issues and deployment, ensuring adherence to Service Level Agreements on the Customers CRM Application landscape
• Expert analysis and investigation including specialised daily operational support
• Proactively monitor and deal with the incident queues, and provide analysis around any problems that arise from incident support
• Deliver high quality incident resolution to Commercial technology standards, policies and procedures
• Participation in complete life cycle of support issues from call logging, initial investigation, recreation, SQL scripting for data interrogation, testing and liaison with the clients regarding delivery of fixes.
• Running SQL queries against operational databases to extract and analyze data
• Propose optimizations on systems and make configuration amendments via logged CRQs
• Assist with providing temporary workarounds
• Conduct in depth investigations to provide adequate long term solutions for production problems
• Review and improve operational requirements relating to the business processes
• Drive the delivery of new operational requirements and releases to ensure continuous service improvement of the support service
• Participates in the Service Transition of software releases into production
• Answering advanced customer and internal technical queries
• Advise and train analyst/support teams with investigations and support processes
• Be available to Standby personnel for significant events
• Liaise with and advise the customer management team on technical support requirements for major events
• Participate in the customer escalation process

Required Skill:

• 5+ years’ experience in an application support role
• Solid SQL/store procedure background
• 3 years Java Experience
• ITIL exposure including experience on Incident-, Problem and Change Management
• Experience and knowledge/understanding of application stacks
• Oracle SOA Suite (SOA, BAM & BPM)
• Oracle Coherence
• IBM MQ or similar
• IBM Websphere/Portal
• Webservices, (SOAP, Rest)