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    Support Analyst - Johannesburg, South Africa - IOCO

    IOCO
    IOCO Johannesburg, South Africa

    3 days ago

    iOCO background
    Description

    We're looking for a Support Analyst to join our team. You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains.

    What you'll do:

    • Troubleshoot problems in the QA and Production environments as necessary
    • Support deployment of the application to production environment as per build/resource schedule (typically after hours)
    • Provide post-production operational support which includes problem investigation and resolution as per the site/project support schedule and process
    • Investigate the application source code (JAVA) and determine solutions to production defects
    • Ensure proactive and professional monitoring of potential application incidents
    • Ensure professional reactive resolution of unforeseen application incidents
    • Follow the set company and/or project support standards defined by the Architect forum/Support/Operations Manager
    • Ensure 24/7 availability (e.g. telephonically/email/teams) for support team escalations and assist the technical support staff in getting in touch with the right teams for resolutions of an incident
    • Fix pre-release defects (code in QA) where necessary
    • Attended to support tickets and resolve them within SLA
    • Process and load Bill data to the Production environment/s
    • Extract and provide relevant parties with reports from Application Database as per the customer's requirements
    • Log tickets and create changes for presentation to Change Approval Board

    Your expertise:

    • Data Analysis: The ability to analyse billing data, detect discrepancies, and identify trends is vital for troubleshooting and resolving billing issues.
    • Technical Skills: A support analyst should have a strong technical background, including knowledge of databases, SQL, and the ability to work with various software and tools used in eBilling.
    • SQL and PL/SQL: Strong SQL and PL/SQL skills are essential for querying, manipulating, and maintaining Oracle databases.
    • Scripting and Automation: Proficiency in scripting languages (e.g., Shell scripting) for automation of routine tasks and system monitoring.
    • Linux/Unix System Administration: Familiarity with Linux/Unix operating systems as Oracle systems often run on these platforms.
    • Middleware Technologies: Understanding of middleware technologies, such as Oracle WebLogic Server, which may be used to deploy eBilling and ODI solutions.
    • Customer Service: Strong customer service and communication skills are essential. You'll need to interact with customers to address billing inquiries, concerns, and disputes effectively.
    • Problem-Solving: The role often involves identifying and resolving billing discrepancies, so strong problem-solving skills are crucial. You should be able to investigate issues, identify root causes, and propose solutions.
    • Time Management: The ability to manage and prioritize tasks efficiently, especially during billing cycles and when addressing customer concerns, is important.
    • Teamwork: Collaboration with other departments, such as customer support, and technical teams (Dev, QA, and DBA), is often required to resolve complex billing issues.

    Why work for us?

    Want to work for an organization that solves complex real-world problems with innovative software solutions? At iOCO, we believe anything is possible with modern technology, software, and development expertise. We are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies.

    You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains.

    Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft.

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