Britam System Support Analyst Jobs in Kenya

Britam System Support Analyst Jobs in Kenya

Job Purpose:

The role holder will be responsible for administration, maintenance and Tier II line support for the Group enterprise systems. Responsible for maintaining, supporting, and upgrading existing systems and applications.

He/she is also responsible to reinforce quality standards and adherence to business best practice, adding value to business processes and significantly contributing to the operational excellence. Ensures that all service level agreements (SLAs) for applications support services across the organization are delivered according to specifications.

Key responsibilities:

Provide first line and second line support and maintenance services to all enterprise systems.

Escalates and sources expertise when necessary.

Proactive monitoring of various production systems for performance, availability, and other critical
parameters

Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters

Maintenance and administration of the Group enterprise system

Ensure the enterprise systems is adequately sized to meet SLA’s with the business

Define and monitor data and application availability for the enterprise system

Document and update processes and procedures in use for the enterprise system

Providing and monitoring SLAs and OLAs

Adequate communication to stakeholders on the state of any tickets assigned

Follow up and reporting on tickets

escalated to third line support

Testing new system functionality before deployment into production environments

Test the achievement of supportability requirements for delivered solutions

Approvals for acceptance tests

Knowledge, experience and qualifications required

Degree in Science/Engineering/Computer Science

Minimum of 2 - 4 years’ experience ins business system support

Experience managing applications support operations.

Technical/ Functional competencies:

Knowledge of applications and database administration

Familiarity with knowledge of software, hardware, systems administration, and network
technology

Strong technical skill/knowledge in business applications especially CRM and Enterprise
systems

Strong knowledge of ITIL.

Persuasive, encouraging, and diplomatic, with conflict resolution skills.

Ability to elicit cooperation from a wide variety of sources

Detail oriented and process focused

How to Apply

For more information and job application details, see; Britam System Support Analyst Jobs in Kenya

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