Rand Merchant Bank (RMB), a division of FirstRand Bank Limited, is a leading African corporate and investment bank and part of one of the largest financial services groups in Africa. We offer our clients innovative, value-added advisory, funding, trading, corporate banking and principal investing solutions. As the corporate and investment banking arm of Firs...
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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.
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