Job Title: Hypercare Support

Location

Gauteng,Johannesburg-OnSite

Job Type

Contract, Full-Time

Primary Industry

Banking and Finance

Job Description

The Hypercare Support role involves providing intensive support and monitoring during critical periods following the implementation of new systems, processes, or projects within the banking and finance sector. The role focuses on ensuring smooth operational transitions, resolving issues promptly, and maintaining service quality to minimise disruption to business activities and customers.

Job Duties

• Post-go-live stability and incident response.
• Provide immediate and effective support during post-implementation phases to address system-related issues and process disruptions.
• Monitor performance metrics and system functionality to identify and resolve incidents proactively.
• Collaborate with project teams, business units, and technical specialists to facilitate timely resolution of defects and system anomalies.
• Document issues, resolutions, and lessons learned to support continuous improvement and knowledge sharing.
• Maintain clear and timely communication with stakeholders regarding status updates, risks, and mitigation plans.
• Ensure adherence to banking and finance regulatory requirements during hypercare activities.
• Support end-users and provide guidance on new system functionalities and process changes.
• Escalate complex or unresolved issues to appropriate teams in a structured manner.
• Assist in the development and refinement of hypercare processes and best practises.

Required Qualifications

• Matriculation or equivalent secondary education certificate.
• Relevant tertiary qualification in Information Technology, Business Administration, or related field is advantageous.

Experience

• Minimum of two years’ experience in a support, operational, or business analyst role within the banking and finance industry.
• Proven experience in post-implementation support or hypercare environments is highly desirable.
• Familiarity with banking systems, financial products, and regulatory environments.

Knowledge and Skills

• SQL, LMS ops.
• Strong problem-solving and analytical skills with the ability to diagnose and resolve issues efficiently.
• Excellent communication skills, both written and verbal, to liaise effectively with technical teams and business stakeholders.
• Good understanding of IT service management principles and incident management processes.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Attention to detail and commitment to delivering high-quality outcomes.
• Proficiency in Microsoft Office applications and familiarity with ticketing or incident management tools.

Preferred Qualifications

• Certification in IT service management frameworks, such as ITIL Foundation, is desirable.
• Experience with banking software platforms and digital banking solutions.
• Knowledge of regulatory frameworks relevant to the South African banking sector.

Working Conditions

• Work is based at the Johannesburg Metro, Gauteng, with occasional requirement for extended hours during critical hypercare periods.
• The role involves working in an office environment, with the possibility of remote work subject to project requirements.
• May require collaboration across multiple time zones and departments, necessitating flexibility in working hours.
• Contract position with a defined duration aligned to project timelines.

Contact information

Ayesha Mohamed