Old Mutual Limited (OML) is a premium African financial services group that offers a broad spectrum of financial solutions to retail and corporate customers across key markets in 14 countries.
Job Description
- Provides advanced after-hours IT operational support to ensure the stability, availability, and readiness of enterprise systems, applications, and batch processes.
- The role focuses on proactive monitoring, incident detection, first-line troubleshooting, and escalation during non-business hours to ensure all critical services and batch processes complete successfully and the business is operationally ready at the start of the working day.
Key responsibilities will include amongst others:
User Support
- Provide first-line support to internal users and systems during after-hours operations by responding to alerts, incidents, and service disruptions.
- Ensure timely resolution or escalation of issues impacting business services.
Batch Process Management
- Monitor and manage scheduled batch processes using enterprise job scheduling tools (e.g. Dollar Universe, Control-M).
- Ensure successful completion of batch cycles and investigate failures to minimise business impact.
Production monitoring
- Continuously monitor infrastructure, applications, and services using enterprise monitoring tools (e.g. Dynatrace, CloudWatch, Grafana).
- Identify anomalies, performance degradation, and failures, and initiate corrective actions.
- Morning health checks for core applications.
Faults Diagnosis and Correction
- Perform initial fault isolation and troubleshooting using established runbooks and known fixes.
- Restore services where possible or escalate to the appropriate on-call support teams.
Incident Detection and Escalation
- Log, track, and manage incidents using approved ITSM tools (e.g. ServiceNow, Jira).
- Ensure incidents are escalated promptly in line with SLA and severity guidelines.
Operational Readiness Reporting
Prepare and deliver end-of-shift (morning) readiness reports summarizing:
- Batch execution status.
- Incidents and resolutions.
- Outstanding issues and risks.
- Business impact (if applicable).
- Ensure clear handover to day teams..
Documentation and Backup
- Maintain accurate operational logs, incident records, and runbooks.
- Update documentation with new learnings, resolutions, and process improvements.
Knowledge Management System
- Utilise and contribute to knowledge bases to improve resolution times and reduce repeat incidents.
- Share insights and improvements with broader IT Operations teams.
Operational Compliance
- Ensure all activities adhere to IT policies, security standards, and regulatory requirements.
- Identify and escalate instances of non-compliance or operational risk.
Work Scheduling and Allocation
- Operate within a structured shift model (e.g. 18:00–06:00 night shifts).
- Execute defined shift checklists and prioritise tasks based on operational criticality.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
These responsibilities offer an overview and a general outline of the role and are not exhaustive.
Qualifications and Experience required:
- Matric (NSC)
- 1-2 years’ experience in:
- IT Operations / Production Support.
- Batch processing environments.
- Monitoring and alerting systems.
Technical Exposure (Advantageous):
- Job scheduling tools (e.g. Dollar Universe, Control-M or other scheduling tools).
- Monitoring tools (Dynatrace, CloudWatch, Grafana).
- ITSM tools (ServiceNow, Jira).
- Cloud platforms (AWS / Azure).
- Linux / Windows server environment management.
- Database management (SQL and or Oracle).
- Deployments.
Other Requirements:
- Willingness to work night shifts and weekends (rota-based).
- Ability to work independently with minimal supervision.
Skills
- Computer Literacy, Database Administration, Database Management Systems (DBMS), Database Queries, Data Controls, Document Management, Executing Plans, Expertise Management System, Knowledge Management, Metadata Management, Object-Oriented Database Management System (OODBMS), Office Systems, Oral Communications, Policies & Procedures, Test Case Management
Competencies
- Collaborates
- Communicates Effectively
- Decision Quality
- Ensures Accountability
- Manages Complexity
- Optimizes Work Processes
- Plans and Aligns
- Tech Savvy
Education
- NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent
Closing Date
Gmail
Yahoomail