Technical Support Specialist at Absa Group Limited (Absa)

Job Summary

• The L3 Technical Support Specialist is responsible for providing advanced technical support, incident resolution, and operational oversight for the bank’s corporate digital channels. This includes online corporate banking portals, host-to-host connectivity (SFTP, SWIFT, APIs), corporate onboarding platforms, file-processing systems, payment gateways, and integration touchpoints.
• The role serves as the technical escalation point for L1/L2 teams, ensuring high service availability, rapid recovery from incidents, and continuous improvement across the production environment.

Job Description

Role Purpose 

• The L3 Technical Support Specialist is responsible for providing advanced technical support, incident resolution, and operational oversight for the bank’s corporate digital channels. This includes online corporate banking portals, host-to-host connectivity (SFTP, SWIFT, APIs), corporate onboarding platforms, file-processing systems, payment gateways, and integration touchpoints. 
• The role serves as the technical escalation point for L1/L2 teams, ensuring high service availability, rapid recovery from incidents, and continuous improvement across the production environment. 

Key Responsibilities 

Incident & Problem Management 

• Serve as the highest technical escalation point for corporate channel incidents and service interruptions. 
• Perform advanced troubleshooting, root cause analysis (RCA), and permanent fix implementation. 
• Collaborate closely with platform engineering, application development, infrastructure, and cybersecurity teams. 
• Drive post-incident reviews and implement corrective/preventative actions. 

Platform Support & Operations 

• Monitor production systems, application logs, performance dashboards, and integrations for early warning signals. 
• Manage job failures, message queues, file transfers, batch processes, and API connectivity issues. 
• Ensure SLAs, OLAs and SLOs are consistently met. 
• Assist in maintaining high availability of the Absa Access corporate channels 

Technical Expertise & Tools 

• Work with logging and monitoring tools (e.g., ELK/Elastic/OpenSearch, Instana Grafana, Thousand Eyes). 
• Strong ITIL-based incident, problem, and change management experience within ServiceNow. 
• Analyse API call flows, request/response payloads, authentication issues (OAuth2, MTLS, JWT). 
• Troubleshoot infrastructure components (Linux, Windows, networking, firewalls, load balancers). 
• Perform database checks, query logs, and assess data-level issues (SQL knowledge required). 

Stakeholder Interaction 

• Serve as the primary escalation point for high-priority incidents, ensuring the right technical experts are engaged for swift and effective resolution. 
• Provide clear, timely communication during incidents, including business impact and recovery timelines. 
• Work with internal and external auditors to ensure compliance with security, operational, and regulatory standards. 

Continuous Improvement 

• Identify recurring issues and drive technical improvements with platform teams. 
• Create runbooks, playbooks, and knowledge articles for L1/L2 teams. 
• Participate in change advisory board (CAB) sessions where relevant. 
• Recommend enhancements to monitoring, alerting, and operational tooling. 

Required Skills & Experience 

Technical Skills 

• Strong understanding of enterprise integration patterns and digital channel technologies. 
• Experience supporting corporate banking channels or high-availability financial platforms. 
• Understanding of: 
• APIs (REST, SOAP), Postman, API gateways 
• File transfer technologies (SFTP, FTPS, MQ, Kafka) 
• Web application architecture  
• Databases (Mongo, SQL Server, Postgres) 
• Networking fundamentals (DNS, routing, SSL certs, MTLS) 
• Security principles (IAM, token-based auth, encryption, key management) 

Tools & Technologies 

• Monitoring: Kibana, ELK, OpenSearch, Grafana, Instana, AWS Cloud Watch 
• Ticketing: ServiceNow, Azure DevOps, JIRA 
• Version control: Git 

Experience 

• 5+ years in technical support, platform engineering, systems analysis, or production operations. 
• Prior L3 support experience in a financial services environment strongly preferred. 
• Experience with mission-critical, high-volume transaction platforms. 

Qualifications 

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience. 
• Optional certifications: 
• ITIL Foundation 
• AWS fundamentals 

5. Key Competencies 

• Excellent diagnostic and technical troubleshooting skills. 
• Ability to stay calm and structured during high-pressure incidents. 
• Strong communication and stakeholder-management skills. 
• Detail oriented with a focus on secure and stable operations. 
• Continuous improvement mindset. 
• Ability to work after-hours or on-call rotations when needed. 

6. Working Model 

• Hybrid working arrangement. 
• Participation in on-call rotation for after-hours support. 
• Occasional weekend work for planned maintenance or releases. 

Education

• Bachelor's Degree: Information Technology

End Date: December 15, 2025