Job Description
The incumbent will form part of the IT4IT Team (the IT Support Team) and work with all the development teams (Guidewire, JDE, Microsoft, Java, etc.). This includes working specifically with Technical Architecture and Release & Deployment Management to support and maintain the IT Support technical infrastructure, DevSecOps processes & procedures. Specific emphasis for this role will be the support of the development teams, implementation of alerting & monitoring and the support of infrastructure and application components.
PRINCIPLE ACCOUNTABILITIES
Technical support of IT Support technology (hardware, software, including upgrades, resolving vulnerabilities). The technology is primarily based on Atlassian products, but also includes other software and technology components.
Administration of infrastructure deployment, technical support procedures, application deployments & releases, servers, nodes, databases, etc.
Monitoring and management of hardware & software resources across all environments and taking pro-active action where required.
Collaborating with Architects, Technical Specialists and Team Leaders on ways to automate and improve the development, release management and production observation processes & procedures
System troubleshooting and maintenance
Installation of software (from operating systems through to applications) across environments
Management and leadership of the IT4IT Team
General Functions
Consult with the Solution Architects on the development platforms (Guidewire, JDE, MS D365, .Net, Java, Cloud) in terms of application configuration and infrastructure to support application services
Identification of bottlenecks and process inefficiencies and collaborate with team to create and implement improvements
Identification of potential risks / issues and give input into risk plan
Develop and maintain a comprehensive understanding of the internal workings of key software packages within IT Support.
Work with key vendors to understand their current and future offerings & services with a view of adopting and driving broad implementation
Manage, mentor and support the rest of the IT4IT Team.
Quality Assurance
Work as a team member with Development teams and technical staff, to ensure the solutions/amendments are implemented according to best practice
Participate in various Troubleshooting & Problem-Solving initiatives setup and managed by Technical Support and/or SGT
QUALIFICATIONS AND EXPERIENCE
National Diploma / Bachelor's degree in Computer Science, Statistics, Informatics, Information Systems, Information Technology, Engineering or another quantitative field preferred
Minimum of 3-5 years relevant experience
Working experience with Windows & Redhat Linux.
Working experience with Atlassian DataCenter and clustering.
Proficient in development languages such as Java and Python.
Experience with CI/CD (continuous integration, continuous delivery) tools
Experience in application development, version control, support and release management
Experience with Docker and Kubernetes for container management and orchestration.
Expertise in setting up and managing and maintaining Nexus, Sonar and Bamboo and Bitbucket
Experience working with and supporting complex systems deployed to cloud (i.e. AWS) would be beneficial
KNOWLEDGE
Familiarity with monitoring tools and the management thereof
Understanding of software development principles and practices
Good understanding of complex IT environments, network infrastructure such as load balancers, network proxies, NFS/NAS, etc.
Knowledge of security best practices, encryption, and identity management and the ability to implement security measures in CI/CD pipelines and infrastructure
Understanding of Agile and Scrum methodologies.
Familiarity with both SQL and NoSQL databases and Round Robin databases.
COMPETENCIES
Competent in problem solving and troubleshooting at application and networked infrastructure levels
Creativity in finding efficient solutions to technical problems
Stakeholder management as it relates to business and technical users at different levels in the organisation
Research and presentation skills
Must be able to work in a team focused highly pressurised and dynamic environment
Investigation and analysis of information
Planning and organisation
Communication of technical guidance and instruction to team members
Ability to write technical instructions in the use of programs and / or program modifications
Ability to accept accountability for actions and decisions
Ability to lead and direct resources
