Production Support Analyst at Rand Merchant Bank

Job description

• The support analyst will work closely with the business analysts, development teams, business users, Project teams and the vendors to manage any incidents & requests occurring within the production environment.
• The relevant individual must be prepared to deal with 1st and 2nd line production support queries every single day, before escalation to development or infrastructure; i.e. he/she must be able to fix any system or application related problems themself, before any form of escalation.
• The candidate’s focus will be to support all JSE & Information Service Provider (ISP) applications e.g. Reuters, Bloombergs, Talx, Murex, Calypso, etc.
• It will include applying the solutions /upgrades implemented in UAT & Production, to our Disaster Recovery (DR) environment and ensuring that procedures are documented and valid, while proactively enhancing the overall performance of the operating platform.
• Vendor and Client Relationship management i.e. liaising with users, project managers, business analysts, developers and application support.
• Resolve production requests & incidents.
• Understand business processes/workflow and system integration.
• Roll-out of system enhancements and fixes to UAT, Production and DR environment.
• Request and Incident reporting
• Analyze incident reports to determine underlying causes of issues and to determine ways in which to proactively prevent their reoccurrence (User training, system enhancements, process reengineering etc.).
• Document resolutions & procedures for knowledge management purposes.
• Manage application specific disaster recovery documentation
• Perform technical & user testing on behalf of the business units.