Operations Support Specialist - Century City at Byte Orbit

• The Operations Support Specialist will report to the Chief Operating Officer (COO) and will provide operational support to Byte Orbit system operators as  well as our client’s business users across our portfolio of financial services platforms. 
• The role requires experience with backend systems of transactional platforms and the successful candidate will need to develop a deep understanding of the platform/s that they will support as well as the context in which they operate.
• They will also be required to monitor systems, both in terms of performance and transactional anomalies.
• The Operations Support Specialist will also be part of the Incident Response Team ensuring that system and security incidents are responded to in a timely manner.
• Added to this, the role also has a large part to play in Information Security and is required to assist with the development of documentation, training material and in some instances presenting training to fellow employees.
• Candidates will need to show strong experience in operational support, data administration and analysis, and experience in SQL is a must.  

KEY RESPONSIBILITIES:

Troubleshooting and Issue Resolution

• Manage system incidents and work with development, CX and product teams to identify root cause and drive rapid resolution to system incidents
• For certain products, handle incoming requests, escalations and issue resolution

Operational User Support

• Assist operational users with product and system queries
• Escalate technical issues and ensure they are addressed
• Monitor incoming requests from system users
• Manage privileged accounts and permissions
• Triage escalations from first level customer support (if applicable)
• Troubleshoot identified issues and problems raised by system users

Data Extracts and Reporting 

• Build dashboards for visibility of data
• Generate ad hoc reports based on client requests or audit and other control requirements across the company. 

System Monitoring and Maintenance

• Create and manage analytics dashboards 
• Monitor transactional metrics 
• Report on transactional  anomalies 
• Monitor system performance and respond to alerts regarding performance
• Monitor system issues and incidents, triage and escalate as required 
• Take appropriate steps to ensure action is taken for system maintenance and minimise disruption and downtime

Process Improvement

• Identify areas of improvement of processes and procedures in the general operations of systems
• Enhance efficiency in operational processes specific to product related systems

Compliance 

• Assist with ensuring operational processes and activities adhere to company policies, especially with regards to Incident Management, Service Management, Privileged Account Management and other aspects of information security
• Participate as a member of the information security management team
• Participate in external audit activites as required and conduct  internal audits
• Assist with documentation of procedures and policies related to Information Security
• Work with Engineering teams, operational and HR teams in the development of informaiton security training material
• Present  training to internal and external stakeholders 

QUALIFICATIONS & EXPERIENCE:

• At least 2 - 3 years experiences in a similar role
• Ability to write SQL queries
• A qualification in information systems, business administration, computer studies or similar is an advantage
• Experience managing system incidents 
• Fluent in use of Jira, OpsGenie and Service Desk is preferred
• Ability to design and implement dashboards using tools such as Amazon QuickSight etc. is preferred

COMPETENCIES:

• Analytical and diagnostic skills
• Critical thinker and natural problem solver
• Insatiable curiosity and willingness to learn
• Interpersonal skills and able to communicate at all levels of the business
• Organised and able to work under pressure
• Solid understanding of data structures
• Professional with the ability to communicate at all levels of the organisation
• Proven ability to learn quickly and understand complex business systems
• Technical acumen
• Basic understanding of financial markets (Share trading).