Incident Support Analyst - Sandton, South Africa - Discovery Ltd.

Discovery Ltd.

Verified Company

Sandton, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Business Unit:
Discovery Central Services
Function:IT Service Desk Support & Administration
Date:12 Feb 2024
About Discovery

Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fastpaced and dynamic environment enables smart, selfdriven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
About Vitality Global
Vitality Global, a subsidiary of Discovery Limited is responsible for the expansion of the Vitality Shared-Value Insurance business model beyond South Africa and the UK, serving to fully leverage the assets and intellectual property of Discovery beyond its primary markets. The business forms equity or contractual partnerships with leading global insurers to integrate Vitality and shared value with partner's insurance and financial services products in the markets where they operate. Vitality Global also operates a business providing wellness solutions to employer groups in the United States. Vitality Health International, a business unit within Vitality Global coordinates and focuses on resource allocation to Discovery's emerging, global health insurance initiatives. Vitality Global is also responsible for Discovery's 25 percent equity investment in Ping An Health, the largest comprehensive medical insurer in China. Taken together, Vitality's businesses jointly reach more than 30 million lives across 40 markets; delivered through partnerships with leading insurers in every continent around the world.
About the role
Key Outputs / Job Responsibilities may include but are not limited to:
Facilitate resolution of incidents and service requests throughout the lifecycles and across various teams within the specified Service Level Agreements/Operational Level Agreements.
Customer centric servicing with the ability to effectively operate and communicate efficiently under pressure with various stakeholder levels between internal and external support providers and Vitality Group
Strong technical skills for troubleshooting and service restoration reducing dependencies on other teams
Assist with communication, creation, maintenance, scheduling and distribution of reports
Ensure all incidents logged meet the minimum entry criteria to enable efficient debugging
Creation and submission of knowledge articles to add to the team's knowledge base
Application and verification of known solutions or Standard Operating Procedures to Incidents and Service Requests (e.g. assisting with the restarting of services on request, data fixes, adhoc data extracts and query executions, etc.)
Validate and update the ticket documentation proactively
Ensure the latest status and information is validated and available to the relevant stakeholders with actions, workarounds and the complete incident timeline maintained on the ticket
Verify resolution with endusers and resolve assigned Incidents and service requests
Associate incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) in order to provide input for continuous improvement initiatives regarding ticket trends and opportunities for improvement of processes and procedures
Record and classify received alerts and events and initiate an immediate effort in order to restore a failed IT Service as quickly as possible as per severity classification and associated Service Level Agreements
Participate in Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
Analysis of logs in the error queue and initiating resolution with the respective resolver group
Evaluation and escalation of Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Team Leader/Manager according to the agreed priority and severity of the incident
Provide knowledge transfer and upskilling of direct subordinates, peers and junior analysts
Available for oncall and emergency response rotation as needed
Conduct trend analysis of data, both systematically and manually to determine common occurrences and recurring issues to feed into the Problem Management processes.

Work Experience

ITSM Tools (Advantageous: ServiceNow, PowerBI)
SDLC experience
IT Incident Management
Education / Qualifications / Accreditations with Professional Body
NQF 6 or higher in the IT
AWS Certification (Foundational)
ITIL V4 (Foundational, Incident Management)
Technical Skills or Knowledge
Knowledge:
Advantageous: Android, iOS, Liferay, Oracle, Postgres, AWS, webservices, microservices, ServiceNow, GIT, Dynatrace, Kibana, PowerBI & REST Clients
Good understanding of cloud architecture, deploymen