Application Support Engineer: Systems Monitoring x2
Location: National, South Africa
Employer: SANRAL
Type of Contract: Permanent
Experience: Minimum of 5 years
Position Objective
The Application Support Engineer: Systems Monitoring will be responsible for real-time monitoring, performance analysis, and troubleshooting of SANRAL’s IT infrastructure. This role ensures system availability, stability, and efficiency by proactively identifying issues, managing alerts, and implementing ITIL best practices for Incident, Problem, and Change Management. The engineer will also collaborate with internal teams and external partners to maintain optimal system performance.
Minimum Requirements
- Education: Diploma in IT (NQF level 6).
- Experience: Five (5) years of relevant experience.
- Certifications:
- ITIL Foundation.
Advantageous
- Experience in monitoring enterprise services (network, applications, backups, servers).
Technical Competencies
- Software Development Lifecycle (SDLC): Knowledge of SDLC, Agile methodologies, processes, tools, and best practices.
- Technology Trends: Systems integration, vendor management, and SQL script interpretation.
- Tools and Systems:
- Operation Bridge Manager (OBM).
- Network Node Management (NNMi).
- Performance Manager, Network Node Manager, and Operations Manager for Windows.
Key Responsibilities
Management of Systems (ITIL Methodologies)
- Respond to Helpdesk calls and resolve them promptly.
- SLA management for service availability.
- Follow the change, incident, and problem management processes according to ITIL.
- Provide input to 2nd and 3rd-level support for Systems Monitoring-related tickets.
- 24/7 monitoring of transaction flow across all SANRAL domains.
Operational Responsibilities
- Support SANRAL systems using Operation Bridge Manager and Network Node Management tools.
- Troubleshoot real-time alerts and network-related issues.
- Analyze, log, and manage incident tickets from start to finish.
- Record, track, and ensure resolution of operational incidents and tickets.
- Work with internal and external entities on SLA and ticket management.
- Follow the incident management life cycle and provide progress updates.
- Use internal monitoring tools to identify transaction flow issues across domains.
- Execute SQL scripts to identify transaction flow problems and report SQL job failures.
Reporting and Improvements
- Provide daily statistics on Systems Monitoring availability KPIs.
- Compile daily reports on Systems Monitoring-related tickets (logged, open, closed).
- Generate ad-hoc reports as required by the business.
- Automate daily incident ticket reports using the Incident Management Tool (ITSM).
Employment Reference Checks
Employment reference checks are required as part of SANRAL’s recruitment process. Applicants must complete a consent form to authorize SANRAL to process and verify provided information.
Employment Equity
Appointments will be made in accordance with SANRAL’s Employment Equity plan. SANRAL reserves the right not to fill the position.
Closing Date
Applications close on 14 March 2025.
Feedback will be provided to shortlisted candidates only.
