Specialist Support Engineer Job Vacancies – ABSA careers

Overview

Empowering Africa’s tomorrow, together…one story at a time.

 

 

Job Summary

Key Responsibilities
1. Application Support (IMSP, IMSV, SERVICENOW, MAINFRAME, POSTILION & PASTEL).
Apply critical thinking, design thinking and problem-solving skills to solve technical problems on existing applications.
Provide expert knowledge to BU Management, Systems users, Support Centre and Stakeholders.
Apply upgrades, patches, system configurations changes, and optimizations.
Maintain accurate and up‑to‑date documentation for each application and systems.
Ensure application reliability, security, disaster recovery readiness, and performance.
Manage stakeholders’ expectations and provide technical support aligned to all SLA’s.
Provide ongoing user support, training, and technical guidance.
Screen and prioritize user requests for changes or enhancements.
Schedule and oversee planned maintenance activities including backups, restoration testing, and performance tuning for production IT services to prevent failures and minimize operational disruptions.

Develop and maintain knowledge in application functionality, user workflow, and business processes.
2. Maintenance and Parameter Changes
Ensure that all Business‑Mandated authorizations are formally obtained from the relevant business units before any implementation activities proceed.
Ensure that a change request is logged for every system maintenance request in accordance with the organization’s Change Management process.
Coordinate upgrades across multiple applications, monitor and provide ongoing support.
Collaborate with infrastructure, architecture, and information security teams.
Ensure minimal business disruption during maintenance.
3. Monitoring & Performance Management.
Monitor merchants acquiring applications health, Performance, and ensure that system enhancement requests are logged.
Conduct diagnostics for program errors and implement solutions.
Identify system inefficiencies and recommend improvements.
4. Governance, Risk & Process Control
Improve procedures for handling incidents, change requests, and configurations.
Support transition processes from development to production.
Define and maintain application standards, guidelines, and best practices.
Support availability and capacity planning.
Identify and assess risks; perform root cause analyses for incidents and implement remedial actions.

5. Stakeholder & Vendor Coordination
Act as liaison between business units, external service providers, and IT teams.
Communicate effectively across different teams to coordinate changes.
Assist with project planning for application upgrades and integrations

 

 

Job Description

 

 

Devops & Support
• Apply critical thinking, design thinking and problem solving skills to solve technical problems on existing applications
• Implement all configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenance patches) for enterprise wide applications
• Provide efficient and effective support of applications including continued development of the application and security, software patches, reliability, disaster recovery and ensure the application meets the business needs
• Schedule and oversee planned maintenance tasks, such as backups and performance tuning, for production IT services to prevent and to minimize issues
• Maintain correct and current application documentation and making it available to application users
• Oversee application implementation and configuration, patches, upgrades and maintenance, and ensure that application performance meets agreed SLAs and OLAs
• Ensure minimal business operations impact due to upgrades and maintenance activities
• Coordinate and execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services to prevent and to minimize issues
• Manage applications throughout their lifecycle and assist in the application-related aspects of designing, testing, operating and improving technology products & services services
• Coordinate & communicate across Tribes & Squads (all businesses) to successfully complete application upgrades
• Coordinate with infrastructure & architecture teams to ensure that the impact of system / platform migrations on applications is minimised
• Develop and maintain knowledge in application functionality, user workflow, and business processes
• Develop sufficient knowledge of application infrastructure (server, network, security) & broader organization architecture to assist with application upgrades and troubleshoot issues
• Compile and maintain inventory of applications and related details
• Manage and provide support aligned to all SLA’s
• Develop the skills required to operate and maintain the technical products & services (applications)
• Ensure that a backup system for applications and files associated with business operations is in place
• Advise on software installation and upgrades, troubleshoot problems and provide resolutions.
• Work with Information Security teams to define and implement access permissions for applications
• Develop and maintain expertise in application functionality, user workflow, and business processes.
• Receive and screen user programming requests for new applications or modifications, and determine appropriate priority and response.
• Develop and communicate training and documentation for end users.
• Act as a liaison between business stakeholders and customers, external solution providers, and IT stakeholders for application support specific requirements
• Develop and / or assist with the development and / or execution of project plans for application upgrades
• Provide input to current and future application requirements to meet the organization’s needs
• Prepare assessments for proposed applications, projects, and define appropriate integration and access requirements
• Maintain awareness of application risks and opportunities for improvement
• Identify and recommend application improvement to enhance capability and performance, and minimize costs.
• Ensure that application users are aware of the application capabilities for enabling their effective use
• Assess vendor proposals for appropriateness and compliance with organization and industry standards.
• Participate in development of Requests for Proposals (RFP) and vendor evaluation and contract management for IT applications services.
• Supervise and maintain the organization’s repository of applications
• Help diagnose problems and resolve incidents / issues related to applications.
• Validate the known error database for application-related entries
• Work with Tech Centres of Enablement to define the operational activities related to the applications
Application Monitoring & Performance Management
• Monitor application modification requests and ensure best practices are being utilised
• Conduct diagnostic investigations of program errors, and implement or recommend solutions or methodologies for resolution.
• Maintain metrics of operational performance and evaluate trends
• Analyse business systems to determine effectiveness, identify inadequacies, inefficiencies and problems and recommend solutions
Governance, Risk & Control
• Enhance methods and procedures for collecting, analysing, and documenting application issues, and completing user change requests.
• Enhance IT processes for transitioning completed configurations from development to production.
• Plan and coordinate the processes for the provision of user applications and systems necessary for business operations.
• Define and maintain application assessment, development, and support standards, and work with other IT and business stakeholders to establish configuration and use guidelines.
• Provide inputs to availability and capacity management process for effective planning.

 

 

 

Education

 

Bachelor’s Degree: Information Technology

 

 

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

 

Absa Bank Limited reserves the right not to make an appointment to the post as advertised