Application Support Analyst at Britam

Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi.
Job Purpose and Key responsibilities

Job Purpose

Assist in the technical design, planning, implementation, and the highest level of performance tuning and recovery procedures for mission critical enterprise systems
Assist in the redesign and configuration of operating systems and system applications as well as investigates and analyses feasibility of system requirements and develops systems specifications.

Key responsibilities

Provide first line and second line support and maintenance services to all General insurance line of business systems. Escalates and sources expertise when necessary;
Proactive monitoring of various production systems for performance, availability, and other critical parameters;
Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters;
Define and monitor data and application availability for the General insurance systems;
Document and update processes and procedures in use for the General insurance system;
Ensure the enterprise systems is adequately sized to meet SLA's with the business;
Providing and monitoring SLAs and OLAs;
Manage third party vendors including the underpinning contracts to help achieve the overall SLA;
Adequate communication to stakeholders on the state of any tickets assigned;
Testing new system functionality before deployment into production environments;
Test the achievement of supportability requirements for delivered solutions;
Perform proactive problem management to reduce incidents and improve ROI on production systems; and
Coordinate and perform end user training , user awareness forums to increase application usability

Knowledge, experience and qualifications required

Degree in science/Engineering/Computer Science
ITIL intermediate
SQL skills is mandatory. PLSQL skills will be an added advantage
Report development skills on Crystal reports, BI publisher, Jasper reports
Minimum of 2 to 4 years' experience in application management role

Essential competencies

Presenting and Communicating Information - Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others 'reactions and feedback during conversations; projects credibility.
Working with People - Shows respect for the views and contributions of team members; shows empathy; listens, supports and cares for others; consults others and pro-actively shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
Adhering to Principles and Values - Upholds and encourages ethical behavior and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organizational values during every day interactions.
Analyzing - Analyses numerical data and all other sources of information, breaking them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgments from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
Planning and Organizing - Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.
Deciding and Initiating Action - Takes responsibility for own, as well as subordinates' actions and projects; takes initiative and works under own direction; initiates and generates activity; introduces improvements into work processes; handles problems with minimal guidance.

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