IT Support Specialist at Old Mutual South Africa

Role overview

• This role supports the management, support and delivery of the EUC platforms, infrastructure and applications is accountable for achieving results through own efforts.

Role Description / Key Performance Areas

• Responsible for the development and maintenance of EUC processes, standards and procedures.
• Identify ongoing service improvements to systems and processes, people and technology.
• Working with all IT Support teams, Service Management and external stakeholders (for e.g. customer and 3rd parties).
• Uses the ITSM toolset and process to oversee, manage and drive closure of incidents and requests through both Old Mutual Support Teams and Service Providers.
• Responsible for ensuring the development of fixes and/or enhancement to applications, platform or infrastructure and the implementation thereof.
• Responsible for maintaining positive collaboration between the Workplace Enablement teams, identifying possible deficiencies and improvements.
• Supports the provisioning of production applications.
• Provides technical advice and consultation to the business.
• Implements cost saving / optimisation initiatives.
• Acquires and applies knowledge of business processes, procedures, policies and practices.
• Communicates effectively regarding support related activities.
• Participates in software and/or hardware upgrades.
• Responsible for capacity monitoring

Qualifications Required

• Matric
• At least 3 years’ experience in IT Operations
• Appropriate IT qualification.
• Sound platform knowledge (SCCM, Virtualisation Platforms, Active Directory)

Experience required

• A good understanding of all/most (proof of experience beneficial): Maintenance and Support functions, Incident, Request, Problem, Change, Service Level Management, Customer Relationship Management Accepts and lives the company values.
• Accountable for service delivery through own efforts.
• Collaborates effectively with others to achieve personal results.
• Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.
• Implements cost saving / optimisation initiatives.
• Acquires and applies knowledge of business processes, procedures, policies and practices.
• Provides technical advice and consultation to the business.
• Communicates effectively regarding support-related activities.
• Creates plans and implements solutions within systems to achieve Service Level Agreements.
• Participates in and co-ordinates systems handover process.
• Pro-actively monitors the production environment.
• Supports the running of the production applications.

Competencies

• Strategic
• Change as a Way of Executing
• Leading with influence
• Collaboration (Diversity & Inclusion)
• Agile Innovation
• Customer First
• Personal Mastery (Lifelong Learning)