Specialist Support Engineer

Who are we?

Intellinexus is a business-led data and business intelligence consultancy that empowers organisations with data-driven decision-making capabilities. We combine innovation and expertise with access to the best talent to help organisations become smarter, more agile, and more resilient to the changes in their operating environments. Our expert teams apply a mastery of data and technology to craft strategies that revolutionise business decision-making, and give organisations access to real-time, actionable insights into the performance of their business. For more information, please visit www.intellinexusgroup.com

What do we offer?

• We offer both remote and hybrid work opportunities.
• Intellinexus is an SME, therefore you get a lot of exposure to different technologies, solutions, and techniques during projects.
• Intellinexus supports career development and growth of its employees, therefore time and money are invested to grow their consultants in their careers.

Overall purpose of the role

As a Specialist Support Engineer, you will form part of a vibrant business applications support team in the Technology department. The team is responsible for the development and support of key solutions within the Group.

As a Support engineer you will be responsible for implementation, including technical documentation and support of new solutions.

You will be mentored by the Lead Support Engineer and collaborate with leadership as well as business stakeholders to contribute towards design and implement technical standards and best practices

Main Responsibilities

• Engage stakeholders and develop a functional requirement specification.
• Engage with business and product owners to review critical business rules that impact solution delivery, such as compliance, data governance, or business mandates.
• Engage and collaborate with business product owners and architects to recommend solutions that deliver business objectives and achieve organizational goals.
• Engage and work with the systems analysts and architects to assist in the design, development, and testing of solutions.
• Manage applications throughout their lifecycle and lead the application-related aspects of designing, testing, operating, and improving technology products & services.
• Report to stakeholders and senior IT leaders throughout the project lifecycle
• Engage and collaborate with DBAs and other Data platforms teams to produce MIS and BI reports.
• Apply critical thinking, design thinking and problem-solving skills to solve technical problems on existing applications & to provide recommendations for the continuous improvement of applications.
• Partner with senior Product Engineers to support problem resolution & critical thinking processes when the complexity level goes beyond support (coordinate resolution).
• Lead the implementation of all configurations, optimization (e.g., upgrades) & maintenance activity (e.g., regular maintenance patches) for enterprise-wide applications.
• Schedule and oversee planned maintenance tasks, such as backups and performance tuning, for products & services in production.
• Manage & oversee all application documentation updates, inventories & improvements as well as their distribution to end users & other business stakeholders.
• Lead the change & communication planning & implementation processes for all application support processes (Across teams & squads)
• Ensure minimal business operations impact due to upgrades and maintenance activities.
• Oversee end to end application implementation and configuration, patches, upgrades, and maintenance, and ensuring that application performance meets agreed SLAs and OLAs.
• Coordinate and execute unplanned maintenance tasks, such as disaster recovery procedures, tech products & services in production to prevent and to minimize issues.
• Coordinate with centers of enablement including service engineering, information security, infrastructure & architecture teams to define permissions, guidelines etc. & ensure that the impact of system / platform migrations / changes on applications is minimized.
• Act as the expert in application functionality, user workflow, and business processes & build the team to do the same.
• Develop expertise in application infrastructure (server, network, security) & broader organization architecture to coach & mentor teams in application support such as upgrades, maintenance etc. and complex issue resolution
• Manage the delivery of SLAs across application support teams for a particular product & service.
• Work with business & service lines to define & agree SLAs for various applications.
• Lead the governance, risk & control processes across application teams for a particular product, service including e.g., backup systems, business operations files etc.
• Provide advisory & lead software installation and upgrades, troubleshooting problems and providing, resolutions.
• Manage application vendors and suppliers and corresponding license and support contracts where, applicable.
• Review user programming requests for new applications or modifications and determine appropriate priority and response.
• Act as a liaison between business stakeholders and customers, external solution providers, and Tech stakeholders for all application support specific requirements
• Lead the development & implementation of all project & associated integration planning requirements for application support
• Ensure sustainable & consistent efficient and effective application support across application support team including continued development of the application and security, software patches, reliability, disaster recovery and ensure the application meets the business needs.
• Drive all capability building through a defined and integrated capability building plan for the application across multiple stakeholder groups (end users, 3rd parties etc.)
• Supervise and maintain the organization's repository of applications.
• Lead & manage best practice development practices across the application

Qualification And Experience

• Bachelors/masters degree or relevant qualification, preferably in Computer Science, Data Science, Information Systems, Statistics, Analytics, Business Administration, or Engineering.
• 5 - 10+ years business experience managing technical teams, financial services experience would be advantageous.
• Software development, support, and maintenance.
• Database Design
• Communication
• Process modelling
• Critical and creative thinking
• Project Management

Our aim is to help you build a successful career with us.

We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future your career, your personal development, and for achieving great things. We pride ourselves in helping our employees to realize their worth. Through Intellinexus and its clients, we provide many opportunities for growth and development.

If interested:

Please send your CV to: monique.joubert@intellinexusgroup.com or shena.nieuwenhuizen@intellinexusgroup.com