Apply structured processes for incident triage, prioritisation, escalation, and closure, ensuring clear communication and documentation.
Perform root cause analysis on recurring issues and implement preventive fixes to reduce repeat incidents.
Gather business requirements and translate them into functional specifications for system enhancements and process improvements.
Support system integrations using other integration tools-monitoring interfaces, troubleshooting failures, and improving reliability.
Coordinate testing activities (SIT/UAT), create test scripts, track defects, and support release deployments with minimal disruption.
Maintain accurate documentation including process flows, configuration notes, interface mappings, and user guides share knowledge with users and teammates.
Identify opportunities to streamline workflows through automation, standardisation, and improved monitoring-driving continuous improvement.
Requirements:
Degree/diploma in Information Technology, Computer Science, or equivalent practical experience.
Minimum 6 years in IT service management, IT operations, application support, or IT analyst roles.
Strong problem-solving skills with experience troubleshooting complex application and integration issues end-to-end.
Experience working with integration tools and concepts and interface monitoring/support.
