Engineer Service Support x1 :

Job Summary

Job Purpose

The main purpose of the role is to provide product incubation operational support to all new product-lines and bundled products crafted under Enterprise Business.

Duties and Responsibilities

Key Responsibilities

Contribute to meeting and maintenance of KPIs through service desk and application support.
Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed.
Periodically review software log(s); track performance and identify trends, anomalies and opportunities for improvement to services.
Evaluates problem areas and decides corrective actions to improve performance and /or maintain reliability, security and integrity of Enterprise Business services.
Provide service management and handover for all leased services to Enterprise Business partners/customers.
Contributes to the development of Service Level Agreements (SLAs) in relation to contracted services, custom build solutions and managed services.
Coordinates projects leading to the implementation, commissioning, maintenance and upgrading of ICT services.
Provide preliminary reports to an agreed schedule (or on request), including capacity management, service desk performance reports and systems performance against revenue lines.
Continuously assess customer feedback on technical issues and make/recommend necessary improvements to existing ICT services.
Identify user-training needs, Implement and facilitate workshops and training courses with reference to Enterprise Business service delivery to close user-knowledge gap.

Qualifications and Experience

Required skills
• Degree in Business, Information Systems, Computer Science or equivalent
• Relevant Postgraduate or vocational qualification will be an added advantage.

How to Apply

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