Switch Support Analyst

We are looking for an customer focused and innovative Switch Support Analyst to join our Payment Services Provider client in Cape Town.

The main purpose of this position is to form a critical analytical part of the Switch operations support team. This includes playing a role in the production payment environment, leading investigations, initiate deployments, and implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.

Responsibilities include but are not limited to:

• Technical support:




• Effective resolution of escalated issues via root cause analysis and effective resolution and / or providing concise reporting. Implementation of application software, API’s, component updates and patches.


• Track and report on incidents.


• Conduct SQL/PostgreSQL scripting and DB maintenance where required.


• Ensure individual incidents are properly investigated, minimising financial and reputational damage.


• Holistically assess customer problems areas to identify trends.


• Escalate an unresolved problem through the internal escalations process to the development staff.


• Ensure the solution is maintainable, and actively seek methods to reduce downtime.


• Ensure the solution is durable so that as user volumes and requirements change the solution can evolve over the long term.




• Customer Service:




• Providing after-hours support according to a standby schedule.


• Provide resolution for support requests to customers, according to the Service Level Agreement in place.


• Establish and maintain a positive professional relationship with customers at all times.


• Prepare training documentation as and when changes are implemented.


• Adherence to SLA to ensure consistent and predictable service delivery.


• Support tactical and strategic goals of the operations team & the organisation as a whole.




• Leadership




• Contributes to the team by applying their diverse skills and perspectives to achieve common goals.


• Coach, counsel and train offline squad, operation manager, and staff to apply, support, sustain and develop a continuous improvement culture.


• Role model behaviour and motivate team members.

Educational requirements:

• Post graduate Degree or Diploma in IT


• Microsoft SQL/ PostgreSQL qualification


• At least 1 year experience with databases and server/client-side languages


• At least 4 years of experience in the payments industry in a similar role


• Relevant and extensive experience in transactional payment processes.


• SQL and basic coding skills


• Experience in ITIL Foundation, Linux and Cloud based is advantageous


• Exposure and experience with monitoring tools such as Dynatrace/ Elastic/Grafana and Prometheus, Cockroach DB, etc.

Sound like the challenge for you? Apply today!