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Tracker

Introduction

Tracker requires the services of a Senior Analyst: Development Support in the Development and Engineering department. The successful candidate will be required to perform high level analysis, investigations and resolves all 3rd and 4th Line Support queries on behalf of the development team for Tracker’s internal users and external Partners. Environment Tracker develops and supports many of its internal systems and products. The Development Support team works closely with the software / hardware development teams in order to understand and be able to support Tracker’s applications, products and services as it moves into production. The Development Support team then monitors and provides 3rd & 4th line support on the production environment.

Job description

Key roles and responsibilities:

·        Investigate Incidents / Tickets logged to the Development Support team regarding data discrepancies, queries and develop temporary workarounds when or where needed

·        Identify recurring issues (issue trends) in order to assist with incident /problem management

·        Identify possible new features for future developments

·        Document and escalate incidents and logging bug fixes to Developers

·        Ensure that all assigned Incidents / Tickets are actioned and cleared daily, updated accurately, reassigned or closed appropriately, and are delivered to business standards within SLA

·        Assist development teams to identify system issue trends and present corrective actions with any eye on reducing Incidents / Tickets and maintenance work

·        Provide technical guidance for junior members of the team and create periodic status reports for management

·        Maintain, manage and update technical system documentation

  • Troubleshooting Applications and Infrastructure related issues
  • SQL query writing for query resolution

·        Perform root cause analysis on Incidents / Tickets

·        Work in close relationship with the software developers, database administrators and other technical teams in resolving issues and support preparation for released software/solutions.

·        Actively drive a culture of positive customer engagements with a view on customer centricity.

·        Share operational knowledge with the Development and 1st & 2nd line support teams to enhance supportability and quality of the develop applications.

·        Assist IT infrastructure to effectively monitor applications, system processes and hardware for automated monitoring, failure detection and measuring service delivery and quality levels.

·        Assist with document applications, systems and processes to facilitate knowledge sharing and training into the business and external clients.



·        Identify / Investigate: Identify issue(s) and investigate the root cause(s).

·        Coordinate / Manage: Coordinate and Manage logged defects and support ticket resolution.

·        Monitor / Follow-up: Continuously monitor logged issues and follow-up on support tickets.

·        Measure / Report: Keep track of metrics that matter and continuously report to stakeholders.

·        Share / Learn: Share information while continuously learning.

Minimum requirements

Qualifications, experience and competencies requirements


Required:


  • National diploma in IT/B.SC Computer Science / Engineering.

·        5 plus years’ experience in Computer Applications, System support is non-negotiable

·        2 plus years’ experience in Microsoft /Oracle SQL, Server Administration, Networking and IT infrastructure

·        Good communication skills


Preferred or highly advantageous:

 

  • Career based or IT related certifications would be an advantage.
  • Good SQL query writing skills
  • Strong analytical skills
  • Proficient in Windows and Microsoft Office products.
  • Good articulation of complex technical issues into business focused terms
  • Knowledge of source control tools such as Microsoft TFS and GIT would be advantageous.
  • Knowledge of coding Frameworks, Standard practices and source code configuration management would be advantageous


Do you require help with the registration process?

Our Support team is here to assist. Tel: 010 140 3099 Email: trackersupport@pnet.co.za
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