About the Role

Job Purpose:

• The role holder will be responsible for administration, maintenance and Tier II line support for the Group enterprise systems.
• Responsible for maintaining, supporting, and upgrading existing systems and applications. He/she is also responsible to reinforce quality standards and adherence to business best practice, adding value to business processes and significantly contributing to the operational excellence.
• Ensures that all service level agreements (SLAs) for applications support services across the organization are delivered according to specifications.

Key responsibilities:

• 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.
• Test the achievement of supportability requirements for delivered solutions.
• Approvals for acceptance tests.

Key Performance Measures:

• As described in your Personal Scorecard.
• Knowledge, experience and qualifications required

Knowledge, experience and qualifications required:

• Degree in Science/Engineering/Computer Science.
• ITIL intermediate.
• Minimum of 2 - 4 years’ experience in a 24x7 service provider environment.
• Experience managing applications support operations.

Technical/ Functional competencies:

• Knowledge of applications and database administration.
• Familiarity with knowledge of software, hardware, systems administration, and network technology.
• Strong technical skill/knowledge in business applications especially CRM and Enterprise systems.
• Strong knowledge of ITIL.
• Persuasive, encouraging, and diplomatic, with conflict resolution skills.
• Ability to elicit cooperation from a wide variety of sources.
• Detail oriented and process focused.

How to Apply

https://britam.taleo.net/careersection/external+-+britam/jobdetail.ftl?job=2300003H&utm_source=MyJobMag