Application Support Engineer: Systems Monitoring X3 at The South African National Roads Agency (SANRAL)

Description

POSITION OBJECTIVE: 

• The Application Support Engineer: Systems Monitoring will be responsible for the real-time monitoring, performance analysis, and troubleshooting of SANRAL’s IT infrastructure, ensuring system availability, stability, and efficiency.
• This role involves proactively identifying issues, managing alerts, and implementing ITIL best practices for Incident, Problem, and Change Management. The engineer will also collaborate with internal teams and external partners to maintain optimal system performance.

MINIMUM REQUIREMENTS:

• A Diploma in IT at an NQF level 6.
• Five (5) years of relevant experience.

Certificates:

• ITIL Foundation

ADVANTAGEOUS: 

• Experience in Monitoring Enterprise Services (Network, Applications, Backups, Servers).

TECHNICAL COMPETENCIES:

• Knowledge of Software Development Lifecycle (SDLC) and Agile methodologies, processes, tools and
• best practices to deliver new or enhanced applications.
• Ability to prioritize calls for implementation, together with expectations management.

Technology Trends

• Systems and Systems Integration
• Vendor Management
• SQL Script interpretation
• Operation Bridge Manager (OBM)
• Network Node Management (NNMi)

KEY RESPONSIBILITIES:

• Management of systems in accordance with ITIL Methodologies:
• Respond to calls and requests logged on Helpdesk timeously and resolve them accordingly.
• SLA Management for Service Availability.
• Follow the change management, incident management and problem management according to the ITIL Framework.
• Provide input to 2nd level support and 3rd Level on resolution of all Systems Monitoring related tickets.
• 24X7 monitoring of transaction flow between the entity to entity across all SANRAL domains.
• Continuous Improvements.

Operational

• Support of SANRAL systems using monitoring solution: Operation Bridge Manager and Network Node Management.
• Performance Manager, Network Node Manager and Operations Manager for windows.
• 1st line support: troubleshooting on real-time alerts and network-related issues.
• Receive alerts, analyse, log, and manage incident tickets from start to finish.
• Record, track and ensure resolution of operational incidents, problem and service request tickets including those reported to the Service Desk, identified by Systems Monitoring tools.
• Liaise with internal and external support entities on SLA and tickets management.
• Follow the incident management life cycle and follow up on the status of incidents on behalf of users and communicate progress update in a timely manner.
• Utilise the internal monitoring tool to identify issues in the flow of transactions from entity to entity across all domains.
• Execute SQL scripts to identify problems on transactions flow.
• Analyse and report SQL job failures.

Reporting

• Provide daily statistic report of Systems Monitoring Availability KPI’s.
• Provide a daily report on all Systems Monitoring related logged, open and closed tickets.
• Compile ad-hoc reports as and when required by the business
• Compile daily automated logged incident tickets using the Incident Management Tool (ITSM).

Closing Date

• 26/01/2026