Senior Calypso Support Analyst

Investigate issues as and when they occur, participate in root cause analysis, and suggest and implement resolutions in a timely manner to prevent future occurrences of similar issues through incident and problem management best practices.

Complete necessary documentation to track and close support tickets and ensure timely updates to business users and management.

Develop an overall understanding of the business operating environment, business goals and objectives for the prevailing period.

Collaborate with business partners, third party vendors, and technology groups to facilitate the support process and work toward issue resolution.

Work closely with project teams, provide analysis, support and assist with software releases and rollouts in the production environment according to Change Management best practices.

Drive continuous improvement opportunities i.e. event monitoring and alerting, automate manual activities whenever possible

Participate in an on-call support roster to ensure our most critical applications are Always On for our colleagues and customers and work overtime as required to fix service impacting incidents, maintain our technology services, participate in Disaster Recovery activities and assist with change delivery.

Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to Process and Procedures pertinent to role; and escalate events, issues or breaches as they are identified (risk accountability forms part of all roles, as everyone is responsible for managing risk and compliance).

Assist in the induction of new team members and provide coaching and mentoring to peers and colleagues as requested and/or agreed providing constructive and effective feedback on an on-going basis

Demonstrate professional and ethical behavior in your actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures.

Proactively participate in Performance Review processes including development and assessment of scorecard objectives, values and individual development plans.

Fully participate in 1:1 meetings on a monthly basis and document outcomes of performance conversations on a regular basis as well as providing feedback on the performance and values demonstrated by colleagues and peers.