Specialist Application Support

Role Purpose/Business Unit

• To ensure an effective and efficient application support service is rendered and maintained in the DevOps & Application Operations Practices within the Self Service & Robotic Enablement Division.

Your responsibilities will include

• To troubleshoot and resolve application and system issues, develop solutions, document correction process, ensure fixes are implemented and monitored.
• To compile incident reports, attend/conduct incident reviews and follow through to ensure permanent fixes for production problems.
• To maintain Operational Integrity Controls and oversee their adoption, ensuring that all relevant processes are implemented, maintained and adhered to, and that all key controls are documented and executed.
• To interface with different role players Vendors, Change Management, IT, Customer Care departments etc. to ensure that any operational changes or incidents are effectively and efficiently resolved and a solution implemented.
• To plan and optimize change controls as a result of system/application upgrades and configuration changes, adhering to Change Control procedures.
• To be involved with and facilitate the process of acceptance and/or application performance testing to ensure a stable production environment.
• To input into capacity plans e.g. stability, performance, storage etc to ensure systems have resources for future growth.
• To maintain good relationships with stakeholders, business partners and suppliers.
• Demonstrates the ability to effectively adopt and utilise AI-enabled tools, digital technologies and automation capabilities to improve personal productivity, quality and service delivery.
• Applies data-driven and technology-enabled approaches to solve business problems and improve operational outcomes.
• Maintains awareness of emerging technology and AI trends and contributes ideas that improve processes, customer experience and operational effectiveness.
• Demonstrates the ability to identify, evaluate and implement technology, automation and AI opportunities that improve team performance, operational efficiency and business outcomes.
• Creates an environment that encourages innovation, experimentation, continuous learning and responsible adoption of emerging technologies.

The ideal candidate for this role will have

Essential

• Matric / Grade 12 essential
• 3 year related degree or diploma in IT, Engineering, Computer Science or other relevant field

Desirable

• Genesys, A3s reporting, Sprinklr , chatbot, AWS certifications DevOps / SysOps
• ITIL certifications

Must have technical / professional experience : Essential

• 3-5 years' experience in Application Operations, inclusive of cloud-native environments.
• Working in a 24/7 Application Support standby environment utilising various technologies.
• Exposure to Enterprise platforms i.e. large scale with a high availability requirement.

Desirable Experience

• Application of ITIL principles in an operational environment.
• Experience and knowledge 3+ years of the telecommunications industry
• Experience working in a large agile environment, with multiple teams

Core competencies, knowledge and experience

• Experience supporting Enterprise IT Systems.
• Familiarity with application performance monitoring and advanced troubleshooting, including expertise in monitoring tools e.g., Prometheus, Grafana and performance optimization techniques.
• In-depth understanding of application Genesys, Sprinklr, Chatbot and middleware technologies.
• Agile mindset and the ability to collaborate within cross-functional teams.
• Excellent problem-solving skills and the capability to address intricate technical challenges.
• AI-Enabled Leadership and Delivery Advantage
• Demonstrates the ability to identify, evaluate and implement technology, automation and AI opportunities that improve team performance, operational efficiency and business outcomes.
• Creates an environment that encourages innovation, experimentation, continuous learning and responsible adoption of emerging technologies.
• Leads teams through evolving operating models and technology-enabled transformation, building capability and readiness for future workforce requirements.
• Tracks and delivers measurable business outcomes from digital, automation and AI initiatives through effective prioritisation, governance and benefits realisation.
• Demonstrates AI fluency and literacy through the ability to effectively use, evaluate and govern AI-enabled tools and solutions, applying them responsibly to improve business outcomes, productivity and decision-making.

We make an impact by offering

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 18 August 2026