Tech Officer: Product Management

Department PaaS and SaaS, Retail & Health Solutions

Job grade/level OP1

Provide technical support, system troubleshooting, testing, and implementation assistance for the retail product suite to ensure stable system performance, customer satisfaction, and effective delivery of product enhancements and operational services.

• Provide second-line and third-line technical support to clients on the supported retail product suite, ensuring prompt resolution of incidents and service requests.
• Troubleshoot, diagnose, and resolve system, application, SQL, and hardware-related issues within agreed service levels.
• Escalate complex incidents to development teams with accurate documentation, logs, and incident analysis to support resolution.
• Participate in the planning, testing, implementation, and support of new projects, system enhancements, and product releases.
• Conduct functional and system testing to ensure solutions meet business, operational, and customer requirements before deployment.
• Prepare and maintain detailed testing, support, and troubleshooting documentation in line with operational standards and audit requirements.
• Deliver user support and product guidance to internal teams and customers to improve product understanding and service efficiency.
• Identify recurring system issues and recommend process or product improvements to enhance stability, customer experience, and operational performance.
• Maintain effective collaboration with internal departments, support teams, developers, and external stakeholders to ensure service delivery excellence.
• Ensure adherence to change control procedures, support processes, and best practices in all support and implementation activities.
• Monitor assigned calls, incidents, and project tasks to ensure timely completion, customer satisfaction, and achievement of operational targets.

• Customer Focus
• Customer Service
• Creative Thinking
• Analytical Skills

• Analysing
• Applying expertise & Technology
• Writing and Reporting
• Delivering Results & Meeting Customer Expectations

• NQF 4:
  Grade 12 National Diploma
• NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Computer Science or related field

• A minimum of two (2) to three (3) years working experience in IT SQL support and setup of product development.
• Experience in Active Retail Application would be added advantage.