Senior Operations Engineer

Operations Technology · Bryanston, Gauteng
Department Operations Technology
Employment Type Full-Time
Minimum Experience Manager/Supervisor

MAIN PURPOSE OF JOB


Responsible for operational service delivery and ensuring that the products and services meet client specifications. To resolve day-to-day support calls logged by merchants and to assist the Level 1
Engineers in resolving complex issues. To determine the cause of issues through fault finding and investigating the merchants’ environments and then involving the merchants’ own IT departments or third party IT providers or relevant Innervation departments to resolve the issue and to follow up on the resolution to ensure that there are no further issues.


DIRECT REPORT


Client Services, Senior Engineers, Executives, Implementations


KEY INTERNAL RELATIONSHIPS


Client Services, Senior Engineers, Executives, Implementations


KEY EXTERNAL RELATIONSHIPS


Merchant IT Department/Provider, Banks (Command Centre), Third
Party POS Providers, Other Third Parties


NO. OF INCUMBENTS


5


GROWTH OPPORTUNITY


Operations Team Leader → Assistant Operations Manager →
Operations Manager


KNOWLEDGE


• Linux
• Windows Desktop
• Windows Server
• Networking - intermediate understanding
• Troubleshooting Networks
• Basic understanding of database
• EFT environment/standards
• SQL (advantageous)
• Payment industry/systems
• End User Computing – understanding OS
• Network Administration and Administration and  Architecture 


SKILLS


• Communication – verbal and written – explain technical things in simple terms
• Customer Service
• Problem-solving skills
• Project management – planning and organization
• Time management 


BEHAVIOUR / ATTITUDE


• Adaptability
• Initiative
• Willingness to learn
• Innovative – improve ways of doing daily tasks
• Self-managed
• Self-motivation
• Willingness to learn
• Attention to detail
• Deadline-driven
• Analytical
• Team player
• Driven


PREVIOUS EXPERIENCE REQUIRED & EDUCATIONAL QUALIFICATIONS


Minimum


• Matric (NQF level 4)
• A+ and N+
• Diploma in IT (NQF level 6)
   Diploma in Network
   Systems/Engineering (NQF level 6


Desired


• MCSE
• CCNA
• CCNP
• Linux LPI (Essentials)
• ICT
• Red Hat Certified System
Administrator (RHCSA)
• 5yrs Experience in
FinTech/Payments industry
• Traderoot System Knowledge



Ideal


• BTech Information Technology
(NQF level 7)
• BSc Information Technology (NQF
level 7)
• BSc Computer Science (NQF level
7)


KEY PERFORMANCE AREA


Network Administration - Communication with clients on specific tickets 

Fault Finding - May communicate with the client and log on to their system to perform RCA

System Changes - May not make any changes to the system nor load or transfer balances May not make changes to systems without CR Process 

Project Management - Manage and deliver projects on time. Make risks and delays known to relevant stakeholders. Manage projects within timelines and budget. Addition time and budget need to be discussed with their Line Manager


KPA - FAULT FINDING


Input

• Proactively monitor the system for faults.
• Perform root cause analysis to determine the cause of a fault
• Remote troubleshooting and fault finding if issues occur upon initial installation
• Identifies operational problems by observing and studying system functioning and performance results; investigating complaints and suggestions; interviewing process supervisors and operators; completing troubleshooting procedures.


Output 

• Perform daily checklists and report on any faults before 09:00
• Document RCA in all tickets
• Suggest corrective measures across the affected client


KPA - Windows Server Administration 


Input

• User management on Active Directory
• Perform Windows updates
• Configure and troubleshoot security services
(GPOs, audit logging, file integrity monitoring)
• Troubleshoot authentication services


Output 

• Perform updates monthly
• Report on systems monthly



KPA - Infrastructure Administration


Input

• Patching and updates management
• VM commissioning and PCI compliance – virtual environment, VMware, patching (outsourced at the moment)


Output 

• Report on updated systems monthly


KPA - EFT/VAS


Input

Level 2:
• TMS and Back End Analysis (Environmental Analysis)
• Apply TradeRoot patches and version upgrades
• Maintain and update bin and emv files Level 1:
• Configuration and troubleshooting of PEDrelated queries
• Ad-hoc PED testing
• Merchant queries first-line support


Output 

• Ad-hoc PED testing – an average of 2 minutes per PED
• Perform EA on all systems reducing error rate by 90%
• Bin file updated to all clients monthly


KPA - Loyalty (LTY) & Gift Card (GC) 


Input

Level 2:
• LTY – Complex transaction queries escalated
from Level 1 Engineers
• LTY – Pull defined reports via portal or SQL
• LTY – Load merchants/terminals in Radical
• LTY – Troubleshoot merchant configuration
issues
• LTY – Produce card number files for clients for
card manufacturers
• GC – Produce card number files for clients for
card manufacturers
• GC – Transfer balance
• GC – Complex transaction queries
• GC – Pull defined reports
Level 1:
• LTY - Load points
• LTY – Member statements

• GC – Statements
• GC – Check the balance
GC – Block cards


Output 

• Closed within SLA with
95% adherence


KPA - Synergy 


Input

• Ensure all workflow is recorded in Synergy
Daily Journal updates and follow-up on calls logged


Output 

• > 95% SLA adherence


KPA - General


Input

Level 2:
• Monthly 3rd Parties, Vendor or Bank meetings –Nedbank, Standard, ABSA (discuss the month), discuss challenges, improvements, provide technical report and advice Troubleshoot antivirus issues
• Monitoring compliance activities and reporting of Level 1 Engineers: maintain safe and healthy work environment by following and enforcing standards and procedures; complying with legal
regulations.
• Provide support to Level 1 Engineers for advanced queries and technical issues.
Level 1:
• iScan online
• Administer Windows updates
• Assist Innervation employees with laptop/computer configuration and creating network accounts


Output 

• Attending technical
meetings as scheduled by
clients.
• Minute technical meetings
as well as execute on
decided tasks.
• Report on all workflow for
client


KPA - Project Management


Input

• Ensure relevant stakeholders are involved in every part of the project from the inception.
• Co-ordinate all stakeholders and manage work allocation.
• Manage core operations projects e.g. roll out of new software patches. Managed operations projects that are subsets of larger company projects in collaboration with PMO.


Output 

• Ensure delivery of projects within timelines and budget


General Staff expectations 


Be value driven

Be PCI and security conscious

Be client centric

Be cost conscious

Be a brand ambassador

Be clear in your role and goals

Be proactive

Be a master of Expectation Management

Be accountable and take ownership

Be Policy and Process-driven

Be a CID (Continuous
Improvement Drive) champion

Be a learner and don’t believe you know it all (stay open to ideas and constructive criticism)

Be solution and not problem driven

Be productive

Be prepared and professional

Thank You

Your application was submitted successfully.

  • Location
    Bryanston, Gauteng
  • Department
    Operations Technology
  • Employment Type
    Full-Time
  • Minimum Experience
    Manager/Supervisor