Provide first line and second line support and maintenance services to all enterprise systems. Escalates and sources expertise when necessary;
Proactive monitoring of various production systems for performance, availability, and other critical parameters;
Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters;
Maintenance and administration of the Group enterprise system;
Ensure the enterprise systems is adequately sized to meet SLA’s with the business;
Define and monitor data and application availability for the enterprise system;
Document and update processes and procedures in use for the enterprise system;
Providing and monitoring SLAs and OLAs;
Adequate communication to stakeholders on the state of any tickets assigned;
Follow up and reporting on tickets escalated to third line support;
Testing new system functionality before deployment into production environments; and
Test the achievement of supportability requirements for delivered solutions.
Knowledge, experience and qualifications required:
Degree in Science/Engineering/Computer Science
Knowledge of general insurance business
Minimum of 2 - 4 years’ experience in a 24x7 busy IT environment
Experience managing applications support operations.
Presenting and Communicating Information- Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.
Working with People- Shows respect for the views and contributions of team members; shows empathy; listens, supports and cares for others; consults others and pro-acitvely shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
Adhering to Principles and Values- Upholds and encourages ethical behaviour and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organisational values during every day interactions.
Analysing- Analyses numerical data and all other sources of information, breaking them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
Planning and Organising- Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
Delivering Results and Meeting Customer Expectations- Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.
Deciding and Initiating Action- Takes responsibility for own, as well as subordinates’ actions and projects; takes initiative and works under own direction; initiates and generates activity; introduces improvements into work processes; handles problems with minimal guidance.
Formulating Strategies and Concepts- Works strategically to realise personal goals; understands and effectively communicates the departmental strategy; translates the departmental strategy and vision into operational responsibilities; takes into consideration departmental strategy during all tasks; takes account of a wide range of issues across, and related to current role.
Applying Expertise and Technology- Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions.
Following Instructions and Procedures- Challenges authority only when appropriate; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates a commitment to the organisation; complies with legal obligations and safety requirements of the role.
Adapting and Responding to change- Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.