Support Analyst | Retail IT | Retail IT Operations at Allan Gray Proprietary Limited

Job Description

The Support Analyst will provide 2nd level IT application support to the Operations support team, business users and domains at a senior technical level, as well as assist with deploying software to the various release development environments as well as troubleshooting environment specific problems. This job also involves adhering to agreed change management procedures and assisting with improving release and operations procedures.

Responsibilities

• Provide a lead technical role on all Retail SQL based applications.
• Work with domains to continuously drive application architecture and configuration improvement. 
• Work closely with the Digital support and development teams to continuously improve the stability in this environment.
• Work with domains and support teams to improve software deployment techniques and procedures. 
• Ensure that software releases deployed into the production environment follow documented IT procedures.
• Ensure all agreed release and support procedures are followed.
• Provide 2nd line application technical support on all Retail applications and databases to support teams and all Retail Domains when required.
• After hours standby and support may be required from time to time.
• Liaise with 3rd line development teams to resolve user incidents, when required.
• Adhere to agile work management methodologies.

Qualifications and Experience

• Tertiary qualification in Computer Science or Information Systems.
• Excellent Microsoft Windows and SQL server knowledge with practical experience.
• SQL scripting skills.
• Significant experience in an eCommerce web application environment and IIS management.
• A comprehensive working knowledge of a Windows Server environment.
• Significant previous experience in a pressurised operations support environment.
• 5+ years work experience in an IT Applications support environment.
• Linux experience advantageous

Key Attributes & Competencies

• A good understanding of application development principles and methodologies.
• Knowledge of Allan Gray’s application environment would be a distinct advantage.
• Detail oriented.
• Excellent communication skills.
• Strong logical thinking and deductive reasoning.
• Tenacity and execution.
• Planning and managing people and process.
• Effective communication style.
• Stress tolerant.
• Team player.