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Closing: May 31, 2022

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Published: May 9, 2022 (17 days ago)

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Responsible for installing, configuring, or updating network systems, software, and hardware. They also monitor the different systems and troubleshoot any issues that users may encounter


Responsibilities
Responsible for installing, configuring, or updating network systems, software, and hardware. They also monitor the different systems and troubleshoot any issues that users may encounter


  • Improve general Postilion availability.

  • Responding to, resolving and closing tickets for maintenance tasks, change management and routine activities.

  • Completing timesheets or other required records that enable effective billing and costing.

  • Improve Postilion performance & throughput.

  • Administering a transaction switch in a PCI environment

  • Administering a transaction switch in a highly available environment

  • Administering the HSM (Futurex or Thales)

  • Loading of Postilion, operating system and database patches

  • Perform standby activities.

  • Respond to and resolve incidents and problems timeously.

  • Prevent recurring incidents.

  • Ensure that correct monitoring levels are in place and actively monitored.

  • Identify and run proactive projects to improve the overall team.

  • Raise and log issues received via other channels in the primary task management tool e.g., Jira.

  • Manage the capacity of the Postilion systems.

  • Manage and implement the correct patches following the appropriate patch management.

  • Ensure that all events are effectively monitored & managed.

  • Provide accurate daily reports on project updates for all assigned projects.

  • Escalate project issues to senior engineers in a timely manner.

  • Acquire certifications in line with group policies i.e., Postilion, Base 24, UP

  • Keep system documentation up to date and current, including all changes in accordance with company standards and baselines.

  • Update the operational run books for each system.

  • Capture changes timeously and with correct level of detail in accordance with the company change policy and procedures.

  • Perform all systems monitoring activities as prescribed, escalating to other teams and team members, or initiating incident response when indicated

  • Monitor incoming Customer service request tickets, performing necessary triage and ensuring they are resolved or escalated as appropriate.

  • Receiving inbound calls from customers and creating service request tickets on their behalf.

  • Interact with customers, through our ticketing system, as necessary for provision of service or troubleshooting and resolution of fault reports.

  • Perform all customer interactions with a high level of professionalism and courtesy, and always, in accordance with our Customer Service Charter and Service Level Agreements.

  • Adhere to all prescribed and documented business processes and ensure others similarly adhere to them.

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