Specialist Support Engineer - SBC + MS Teams Voice page is loaded Specialist Support Engineer - SBC + MS Teams Voice Apply remote type Hybrid locations Sandton time type Full time posted on Posted Yesterday job requisition id R-15964416 Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job SummaryWork as part of an integrated (run & build) tribe in lower complexity environments to provide enterprise wide application support across multiple stakeholder groups by maintaining & optimizing enterprise-grade applications (tech products & services).Job DescriptionDevops & SupportApply critical thinking, design thinking and problem solving skills to solve technical problems on existing applicationsImplement all configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenance patches) for enterprise wide applicationsProvide 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 needsSchedule and oversee planned maintenance tasks, such as backups and performance tuning, for production IT services to prevent and to minimize issuesMaintain correct and current application documentation and making it available to application usersOversee application implementation and configuration, patches, upgrades and maintenance, and ensure that application performance meets agreed SLAs and OLAsEnsure minimal business operations impact due to upgrades and maintenance activitiesCoordinate and execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services to prevent and to minimize issuesManage applications throughout their lifecycle and assist in the application-related aspects of designing, testing, operating and improving technology products & services servicesCoordinate & communicate across Tribes & Squads (all businesses) to successfully complete application upgradesCoordinate with infrastructure & architecture teams to ensure that the impact of system / platform migrations on applications is minimisedDevelop and maintain knowledge in application functionality, user workflow, and business processesDevelop sufficient knowledge of application infrastructure (server, network, security) & broader organization architecture to assist with application upgrades and troubleshoot issuesCompile and maintain inventory of applications and related detailsManage and provide support aligned to all SLA’sDevelop 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 placeAdvise on software installation and upgrades, troubleshoot problems and provide resolutions.Work with Information Security teams to define and implement access permissions for applicationsDevelop 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 requirementsDevelop and / or assist with the development and / or execution of project plans for application upgradesProvide input to current and future application requirements to meet the organization's needsPrepare assessments for proposed applications, projects, and define appropriate integration and access requirementsMaintain awareness of application risks and opportunities for improvementIdentify 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 useAssess 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 applicationsHelp diagnose problems and resolve incidents / issues related to applications.Validate the known error database for application-related entriesWork with Tech Centres of Enablement to define the operational activities related to the applicationsExperience Required:1. Minimum of 5 Years Relevant Experience2. Must be fully certified in MS Teams, Session Boarder Controllers (Acme SBC preferred) and should have supported the following:Direct routing - Setup and support.Operator Connect – Knowledge.Active directory: – Knowledge.Session Boarder controllers (Oracle Acme preferred): - Maintenace, Support and install.Network knowledge: – Understanding (QoS, Firewall, Security, Switches, ISP).Microsoft Teams Rooms / BYOD: – Deploy, support, maintain.Voice applications: (Voice recording, TMS, Voice 3rd Party applications, Telco’s).O365 suite.Application Monitoring & Performance ManagementMonitor application modification requests and ensure best practices are being utilisedConduct diagnostic investigations of program errors, and implement or recommend solutions or methodologies for resolution.Maintain metrics of operational performance and evaluate trendsAnalyse business systems to determine effectiveness, identify inadequacies, inefficiencies and problems and recommend solutionsGovernance, Risk & ControlEnhance 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 TechnologyAbsa 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 About UsTruly AfricanWe are a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management and insurance.Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.We own majority stakes in banks in Botswana, Ghana, Kenya, Mauritius, Mozambique, the Seychelles, South Africa, Tanzania (ABSA Bank in Tanzania and National Bank of Commerce), Uganda and Zambia. We also have representative offices in Namibia and Nigeria, as well as insurance operations in Botswana, Kenya, Mozambique, South Africa, Tanzania and Zambia.#J-18808-Ljbffr