Production Support Analyst (Payment Collections)

Production Support Analyst (Payment Collections)

Location: Johannesburg

Time Type: Full-time

Posted on: Posted Yesterday

End Date: April 20, (4 days left to apply)

Job Requisition ID: R

A leader in advanced payment solutions, Hyphen Technology specializes in receipting, reconciliations, and cash flow administration for corporate clients. It offers technology to automate and optimize payment processes, reducing manual intervention and errors.

By integrating with clients' existing line of business systems, Hyphen Technology enhances operational efficiency and provides clients with actionable insights to manage their cash flow effectively.

Responsibilities:

1. Ensure the stability, reliability, and efficiency of the production environment through proactive monitoring, incident resolution, and root cause analysis for key applications and systems that support business operations.
2. Collaborate with other technology teams, business stakeholders, and third-party vendors to maintain optimal system performance, resolve complex issues, and drive continuous improvement initiatives.
3. Monitor production systems and applications using monitoring tools to identify and resolve issues proactively, ensuring high availability and performance across critical platforms.
4. Conduct thorough troubleshooting to diagnose and resolve complex technical issues, working closely with development teams to understand root causes and provide timely resolutions.
5. Manage incidents and service requests, following established processes, to ensure that issues are logged, prioritized, escalated, and resolved in a structured manner, minimizing impact on business operations.
6. Query databases, troubleshoot data-related issues, and perform data analysis to assist in problem resolution and report generation as required.
7. Participate in scheduled patching, upgrades, and maintenance for production systems to ensure applications are up-to-date, secure, and operating within optimal parameters.
8. Support the deployment of software releases and configuration changes by performing pre-deployment testing, managing risks, and ensuring changes adhere to established change control processes.
9. Conduct root cause analysis (RCA) for significant incidents, documenting findings and implementing preventive actions to mitigate reoccurrence and improve overall system reliability.
10. Develop and refine scripts to automate routine tasks, optimize system performance, and reduce manual intervention in production support.
11. Act as a primary contact for business users and stakeholders, providing regular status updates, managing expectations, and communicating technical solutions in user-friendly language.
12. Work with infrastructure teams to monitor and evaluate system capacity, identify scalability requirements, and propose improvements to accommodate future growth.
13. Develop, maintain, and update technical documentation, including runbooks, knowledge articles, and SOPs, to improve team knowledge sharing and assist with faster issue resolution.
14. Analyze system and application performance metrics to identify bottlenecks, apply tuning measures, and collaborate with development teams to optimize performance.
15. Ensure production environments comply with organizational security standards by managing access control, monitoring for security breaches, and reporting vulnerabilities as part of risk management.
16. Collaborate on projects to enhance processes, tools, and systems within production support to improve operational efficiencies and reduce incident recurrence.

Qualifications:

1. Completed a BSc in Computer and Information Science.
2. 3 to 5 years' experience in a similar environment, of which 1 to 2 years ideally at a junior specialist level.
3. Advanced Excel experience.
4. Basic accounting knowledge including experience with payment systems, reconciliations, and settlements.
5. Basic SQL knowledge for data querying and troubleshooting.
6. Understanding of payments.

Job Details: Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

20 / 04 / 25

All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.