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Network Power<100 people
Roles
💸75%
Marketing
✨75%
Business Owner
🧑🔬75%
Engineer
Geos
🇿🇦75%
South Africa
🇮🇳25%
India
Work Background
Glacier by SanlamProduction Support Analyst
Apr. 2017 - Dec. 2019Glacier Place TygervalleyJob purpose The Production Support Analyst: IT Operations will be responsible for 1st line business support in the IT Operations team, including writing MIS queries (SQL & DB2) and analysis of production issues. Key outcomes The following outcomes will be expected to be achieved by the Production Support Analyst: • Writing MIS queries for users • Evaluating and sifting user requests • Responsible for 1st line application support across Glacier systems • Investigation of production errors / issues and recommendations. • Liaising with business and or technical representatives to ensuring the highest quality outcomes • Perform defect logging and reporting • Testing of production changes Qualifications and experience • Matric / Grade 12 • IT qualification advantageous • 2 - 3 years relevant experience in a support environment in the financial services industry • Intermediate knowledge and experience in SQL & DB2 • Business knowledge - Relevant practical experience in the financial services industry, preferably Unit trust or Linked product industry • Previous experience working in dynamic support environment would be to your advantage • Understanding of common software failures and faults • Business knowledge – Unit trust / Linked Product industry Competencies • Client Services Orientation • Team player • Information Monitoring • Ability to perform well under pressure • Persistence • Excellent problem solving and analysis skills • Attention to detail • Tenacity • Excellent communication skills, both written and verbal, and a passion for working in highly collaborative environments Attributes • Honesty, integrity and respect • Proactive attitude • Thoroughness • Self-motivated • Professional manner • Positive, enthusiastic attitude • A challenging and enquiring mind
SureswipeTeam Leader - Client Service
Nov. 2014 - Jan. 2017Cape Town Area, South AfricaManage a support team of 3. Responsible for servicing, supporting Sureswipe clients with their hardware and software products. Daily planning of teams tasks and events, assigning work according to priority. Scheduling of afterhours support roster, ensuring that all vendors and stake holders know who to contact.
Responsible for team to meet all service level agreements, and staying within given turnaround times. Reporting on team’s performance to Manco. Weekly reports using SQL and Clickview Database warehousing. Identifying any training needs to ensure teams optimal performance, cross skilling entire team for maximum results.
Identifying and escalating any software/hardware issues to the business analyst team, tracking these via basecamp.
Attend weekly meetings with head office to catch up on any issues or concerns raised as a result of an incident or process.
Identifying and improve processes. Manage our regional stock, ensuring efficiency of team, reporting via Excel on any concerns or special stock requirements to national stock manager. Current Achievements:
Won our Sureswipe top performer award 4 times. Modem project, aimed at creating optimal network stability and speed for Sureswipe clients, was presented to Manco and accepted. Project underway.
Enrolled in our mentorship programme for future leaders, my mentor is our CIO
SureswipeBusiness Operations Analyst
Sep. 2011 - Nov. 2014Obs Blackriver ParkProvided 1st and 2nd line support to all Bills.co.za related customer queries.
Bills.co.za provided an online platform for easy bill payments.
Monthly data warehouse imports for EDCON, TFG, and MRP groups. Into SQL server database. Large data sets various formats.
Ensuring bills were displayed on ecommerce site as well as USSD application/dial string.
Monitoring of error log files while imports were taking place, Java script, SQL reports, worked with Microsoft SQL Server DBA to ensure enough disc space availability.
Monitoring system uptime, escalation of any production critical event to development manager.
Liaising with data providers and corporate clients on issues or changes on operational products.
Assisted with system/software application and process changes, testing and release into production environment. Attended daily scrum meetings.
Ensuring test data sets imported in test environment, not using live data.
Monthly data transfer via SFTP and FTP sites.
Client data protection ensured, Shared secret key and data encrypting tools used.
GlacierOperations
Jan. 1998 - Dec. 2011TygervalleyResponsible for 1st line application support across Glacier application systems.
Investigation of production errors, issues and recommendations. Analysed application issues or incidents. Wrote SQL queries for users, did database updates, inserts and deletes.
Wrote different SQL reports for different departments. New reports for brokerage funds under management & documentation of these reports.
Assisted with internal and external auditor enquiries by supplying SQL reports and SQL queries. SQL queries across company standardization for optimization.
Setting up change requests for queries to be run automatically.
Evaluated and sifted user requests. Logged and tracked these on Workpool/Service desk. Assisted with application updates for bulk switches, Offshore Wrap Rebalances, Interest and Dividend reversals. Price Error corrections. Money Market reversals. Mergers of unit trust funds. Recalculation of capitol gains.
Tested production changes. Standby support for monthly releases to live environment. Trained with regards to new developments after releases. Inspected testing tool transferring of test data from different environments dev, test, pre-prod. Inserted large data sets into different environments.
Granted access to new and existing user profiles on database.
Liaised with external provider for new development needed on WorkPool/service desk application
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