Lead IT Support Specialist

Lets Write Africas Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Lead IT Support Specialist is responsible for providing technical support to ensure the smooth operation of production applications and infrastructure. This includes offering 24/7 standby support for first-line troubleshooting and resolving issues in a timely manner to maintain optimal user performance.

The role involves diagnosing technical problems implementing temporary fixes providing expert advice to the business and proactively monitoring the production environment to prevent disruptions. The specialist is individually accountable for achieving outcomes through their own efforts while contributing to the overall stability and efficiency of IT operations.

This role would be strategic in advancing the organizations digital capabilities and user experience by optimizing support processes leveraging tools effectively and ensuring compliance and security across all end-user interaction

KEY RESULT AREAS

• Maintain and Troubleshoot User Applications: Support the day-to-day running of business-critical applications handling issues troubleshooting and resolving application-related incidents.
• Knowledge Transfer: Document resolutions and known issues to improve first-line support efficiency and user self-service options.
• Implement Access Management Protocols: Provide access based on defined security and compliance protocols ensuring alignment with organizational policies for data and application security.
• Manage Identity and Access in Azure AD: Handle user provisioning role-based access control and monitor access logs to detect and respond to unauthorized or suspicious activities.
• Support Joiner Mover and Leaver Processes: Execute access provisioning and de-provisioning for employees during onboarding and offboarding maintaining strict adherence to security standards. Oversee asset allocation and retrieval for new hires role changes and departing employees ensuring accurate record-keeping and timely asset return.
• Manage End-User Devices: Oversee the lifecycle management of devices ensuring compliance with company policies and that devices are properly configured patched and secure.
• Support Device Compliance Policies: Enforce policies through device management solutions monitor compliance status and troubleshoot non-compliant devices.
• Asset Reporting: Generate reports on asset usage allocation and lifecycle status to support decision-making and optimize inventory levels.
• Documentation of Asset Changes: Document all asset-related activities including new purchases configurations transfers and disposals to maintain accurate records for auditing purposes and inventory management.
• Primary Point of Contact for First-Line Support: Provide first-line support for user applications hardware issues and access requests escalating issues as necessary.
• Create Temporary Fixes for SLA Compliance: Develop and deploy temporary fixes within systems to meet SLAs documenting workarounds for recurring issues.
• Utilize Jira Service Management: Handle incident and service requests through Jira Service Management ensuring SLAs are met ticketing workflows are optimized and users are kept informed.
• Provide Technical Consultation: Act as a subject matter expert to guide users in troubleshooting best practices and training on common technical issues.
• Bridge Communication Between IT and Users: Translate technical jargon into accessible language to help users understand support activities and technical solutions.
• Monitor the Production Environment: Use monitoring tools to proactively identify and address user-related issues before they impact productivity.
• System Health Checks and Patching: Participate in regular system checks software upgrades maintenance activities and security patching to ensure the stability and security of user applications and devices.
• Document and Standardize Processes: Maintain up-to-date documentation of support processes and actively work to improve efficiency and reduce downtime through process enhancements.
• Enhance Knowledge of Business Processes: Gain and apply knowledge of organizational workflows policies and end-user needs to improve support practices and align with business objectives.
• Facilitate Communication Across Teams: Collaborate with security infrastructure and application teams to align support activities with larger IT initiatives.
• User Communication: Proactively communicate with users about outages maintenance activities and updates on support issues ensuring transparency and user satisfaction.

ROLE REQUIREMENTS

• 3 years experience in support reporting support management or a related role.
• Proven experience in a technical support or production support role.
• Knowledge of business processes and experience in systems handover processes.
• Strong communication skills both written and verbal.
• Ability to create temporary fixes within systems to meet Service Level Agreements (SLAs).
• Experience in providing technical advice and consultation to the business.
• Experience participating in software and/or hardware upgrades.
• Ability to work effectively under pressure and provide solutions in a fast-paced environment.
• Proactive monitoring of the production environment to ensure system stability and performance.
• Reporting Tools like PowerBI Tableau Quicksights
• Service Management Tools like ServiceNow Jira Service Management etc.

Skills

Computer Literacy Database Administration Database Management Systems (DBMS) Database Queries Data Controls Document Management Executing Plans Expertise Management System Knowledge Management Metadata Management Object-Oriented Database Management System (OODBMS) Office Systems Oral Communications Policies & Procedures Test Case Management

Competencies

Collaborates

Communicates Effectively

Decision Quality

Ensures Accountability

Manages Complexity

Optimizes Work Processes

Plans and Aligns

Tech Savvy

Education

Closing Date

15 June 2025 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!