Support Engineer at Sanlam Group

What will you do?

The primary purpose of the Support Engineer is to provide application support for specified tech products & services which includes first line support & basic optimization, administration, configuration, maintenance & trouble shooting / problem solving with end users of these tech products & services. 

Key Outcomes

The following outcomes will be expected to be achieved:

• Apply problem solving skills to solve technical problems on existing applications
• Take ownership for developing advanced design thinking and problem solving skills in preparation for greater complexity / changing / evolving tech
• Implement configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenance patches) for enterprise wide applications
• Schedule and oversee planned maintenance tasks, such as backups and performance tuning, in production for tech products & services
• Provide inputs into application documentation for end users
• Execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services to prevent and to minimize issues
• Follow governance & risk procedures for all application support e.g. upgrades, maintenance etc.
• Work as part of an integrated application / product / service team throughout their lifecycle and assist in the application-related aspects of designing, testing, operating and improving technology products & services
• Identify stakeholder & communication dependencies / interdependencies & requirements in all application support processes & ensure these are followed prior to any application support implementation
• Proactively identify any risks ahead of application support processes e.g. changes, optimization, maintenance, batch uploads etc.
• Develop and maintain knowledge in application functionality, user workflow, and business processes to improve level of support provision on an ongoing basis
• Develop sufficient knowledge of application infrastructure (server, network, security) to improve application support inputs
• Compile and maintain inventory of applications and related details
• Meet all SLA requirements associated with application support being provided
• Follow identified risk, governance & control procedures for all application support provided e.g. backup, documentation etc.
• Maintain awareness of application risks and opportunities for improvement
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management
• Understand and manage risks and risk events (incidents) relevant to the role

Qualifications and experience

• Appropriate university degree in Information Technology or equivalent qualification
• 1 - 2 years banking/financial services experience

Competencies

• Applying expertise and technology
• Client focus
• Cultivates innovation
• Collaborates
• Being resilient
• Drive results
• Time Management

Attributes

• Positive, enthusiastic attitude 
• Teamwork
• Honesty, integrity and respect
• Self-starter and self confidence