Junior IT Support Specialist; Batch Operator

Job Description

Providing advanced after-hours IT operational support to ensure the stability, availability, and readiness of enterprise systems, applications, and batch processes.

• User Support:
  Provide first-line support to internal users and systems during after-hours operations by responding to alerts, incidents, and service disruptions. Ensure timely resolution or escalation of issues impacting business services.
• Batch Process Management:
  Monitor and manage scheduled batch processes using enterprise job scheduling tools (e.g., Dollar Universe, Control‑M). Ensure successful completion of batch cycles and investigate failures to minimise business impact.
• Production Monitoring:
  Continuously monitor infrastructure, applications, and services using enterprise monitoring tools (e.g., Dynatrace, Cloud Watch, Grafana). Identify anomalies, performance degradation, and failures, and initiate corrective actions. Conduct morning health checks for core applications.
• Fault Diagnosis and Correction:
  Perform initial fault isolation and troubleshooting using established runbooks and known fixes. Restore services where possible or elevate to the appropriate on‑call support teams.
• Incident Detection and Escalation:
  Log, track, and manage incidents using approved ITSM tools (e.g., Service Now, Jira). Ensure incidents are escalated promptly in line with SLA and severity guidelines.
• Operational Readiness Reporting:
  Prepare and deliver end‑of‑shift (morning) readiness reports summarising batch execution status, incidents and resolutions, outstanding issues and risks, and business impact (if applicable). Ensure clear handover to day teams.
• Documentation and Backup:
  Maintain accurate operational logs, incident records, and runbooks. Update documentation with new learnings, resolutions, and process improvements.
• Knowledge Management:
  Utilise and contribute to knowledge bases to improve resolution times and reduce repeat incidents. Share insights and improvements with broader IT Operations teams.
• Operational Compliance:
  Ensure all activities adhere to IT policies, security standards, and regulatory requirements. Identify and elevate instances of non‑compliance or operational risk.
• Work Scheduling and Allocation:
  Operate within a structured shift model (e.g., 18:00–06:00 night shifts). Execute defined shift checklists and prioritise tasks based on operational criticality.
• Personal Capability Building:
  Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education.

• Matric (NSC). 1–2 years’ experience in IT Operations / Production Support within batch processing and monitoring environments.
• Technical Exposure (Advantageous):
  Job scheduling tools (e.g., Dollar Universe, Control‑M), monitoring tools (Dynatrace, Cloud Watch, Grafana), ITSM tools (Service Now, Jira), cloud platforms (AWS, Azure), Linux / Windows server environment management, database management (SQL and/or Oracle), and deployment processes.
• Education:
  
  NQF Level4 – Grade
  12, School leaving Certificate, National or Occupational Certificate or equivalent.

• Willingness to work night shifts and weekends on a rota basis.
• Ability to work independently with minimal supervision.

• Computer Literacy
• Database Administration
• Database Management Systems (DBMS)
• Database Queries
• Data Controls
• Document Management
• Executing Plans
• Expertise Management System
• Knowledge Management
• Metadata Management
• Object‑Oriented Database Management System (OODBMS)
• Office Systems
• Oral Communications
• Policies & Procedures
• Test Case Management Competencies
• Collaborates
• Communicates Effectively
• Decision Quality
• Ensures Accountability
• Manages Complexity
• Optimises Work Processes
• Plans and Aligns
• Tech‑Savvy Education