Retail Integrations Support Analyst

JOB PURPOSE

Primary purpose of the role is the L2/L3 operational support of the Offline production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.

RESPONSIBILITIES Technical Support

• Effective resolution of escalated issues via thorough root cause analysis and effective resolution and/or providing concise reporting.
• Internal change requests are submitted and followed up on for repeated requests or issues.
• Provide 2nd & 3rd line support functions for the POS / AWS / Offline environments.
• Ensure production platforms are reviewed periodically, maintenance and housekeeping are performed regularly.
• Identify and raise enhancements to improve supportability, operability and performance of systems.
• Maintain the internal servers and perform day-to-day IT admin tasks, Track and report on incidents, Conduct SQL scripting and DB maintenance
• Work independently to troubleshoot all support requests and follow escalation & communications policies
• Implementation of software and patches for relevant Offline server environments

Customer Service

• Provide after-hours support according to a rotational standby schedule
• Provide resolution for support requests to customers, according to the Service Level Agreement
• Configure, troubleshoot, isolate, repair, and resolve all customer issues within SLA
• Ensure effective communication of planned and unplanned outages to customers and within SLA.
• Ensure alerts or escalations to the squad are resolved timeously and communicated to stakeholders within SLA.
• Establish and maintain a positive professional relationship with customers
• Prepare and conduct customer training as requested
• Adherence to SLA to ensure consistent and predictable service delivery
• Support tactical and strategic goals of the operations team
• Provide training and mentoring for support team members, including escalated support requests

Work collaboratively

• Build a culture of respect and understanding across the organization.
• Enable Omni-channel support and skills transfer
• Recognize outcomes which resulted from effective collaboration between teams
• Build co-operation and overcome barriers to information sharing, communication and collaboration across the organization
• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions

Team Management

• Through effective inspirational leadership, facilitate the creation of accountable, full-service team members who understand and strive to meet the needs of all stakeholders
• Role model behaviour and motivate team members in line with the core value
• Take full responsibility for performance, motivating and managing professional relationships to deliver quality standards, agreed benchmarks and objectives, focusing on all aspects of sound relationship management.
• Take control of your own career path planning, on-the-job training, coaching and mentoring to colleagues.

Self-Management

• Set an example through personal quality and productivity standards and analytical ways of working.
• Demonstrate consistent application of internal procedures. Plan and prioritize, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.

BEHAVIORAL COMPETENCIES Customer Focus

• Building strong customer relationships and delivering customer-centric solutions.

Instils Trust

• Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Cultivate Innovation

• Creating new and better ways for the organization to be successful.

Collaborate

• Building partnerships and working collaboratively with others to meet shared objectives.

Situational Adaptability

• Adapting approach and demeanour in real time to match the shifting demands of different situations.

Business Insight

• Apply knowledge of business and the marketplace to advance the organization's goals. For example, show considerable business insight, beyond the fundamentals.
• Asks probing analytical questions, draw on a variety of sources to gain insight and explore different business drivers or industry trends.

Manage Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determine the most critical data and focus analysis there, recognize even subtle symptoms that indicate trends or problems, Probe deeply for root causes. Use systematic problem-solving methods, well.

Plan and Align

• Plan and prioritize work to meet commitments aligned with organizational goals. For example, adopt a sequence of activities that allows for optimal efficiency and effective coordination with others.
• Make skilful use of resources and support tools to deliver efficient, high-quality work.

Balance Stakeholders

• Anticipate and balance the needs of multiple stakeholders. For example, draw upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders.
• Probe deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders.
• Take initiative to respond to stakeholder problems.

Drive Results

• Consistently achieve results, even under tough circumstances. Devote considerable effort to surpassing goals and achieving the best possible results.
• Go above and beyond to achieve excellence.
• Drive ahead with great focus when faced with obstacles and setbacks.
• Maintain productivity and a positive attitude

Ensure Accountability

• Hold self and others accountable to meet commitments. E.g. hold self to high standards and consistently honours policies, procedures, and work requirements.
• Scrupulously ensure all work is correct.

Financial Acumen

• Interpret and apply key financial indicators to make better business decisions.
• Swiftly assemble and fluently interpret the financial data and metrics relevant to the role.
• Draw rich insight from financial and quantitative data.
• Adhere to relevant budgetary guidelines.

Build Effective Teams

• Assist in building strong-identity teams that apply their diverse skills and perspectives to achieve common goals. E.g., consistently emphasize and advocate for the team's common goals and priorities.
• Volunteer promptly to help others and go the extra mile to ensure the team's success.
• Recognize everyone's contributions to the team.

EDUCATION

• Matric
• Post graduate Degree or Diploma in Information Technology or similar / relevant experience
• Microsoft SQL and / PostgreSQL qualification.

EXPERIENCE

• Minimum 2-3 years' experience in similar role in the payments industry.
• Relevant and extensive experience in transactional payment processes and Card Present integrations.
• Strong technical skills
• Experience of financial transaction processing - advantageous
• Exceptional analytical abilities, including the interpretation of large data sets and deciphering the findings logically.
• Action orientated.
• You communicate your actions and intentions clearly, verbally as well as in a written form. Strong written and verbal communication skills.
• Excellent problem-solving and attention to detail.
• Ability to multi-task in a deadline-driven environment and show initiative.
• Strong organisational and resourceful capabilities.
• High levels of attention to detail and resilience.
• Exposure and experience with monitoring tools such as Logic Monitor, Dynatrace, Elastic, Grafana and Prometheus, Cockroach DB etc. (advantageous).
• Experience in ITIL Foundation (advantageous).
• Linux experience (advantageous).
• Cloud base experience (advantageous).