Service Operations Technician x3 - Mercedes Benz

Provide Operational Run support to multiple products developed and supported by the Mercedes-Benz South African International Hub. This will involve activities like ticket logging, ticket handling, first and second level support, monitoring activities, identifying and implementing continuous improvement initiatives, documentation, database support and management; as well as other tasks.

This role will primarily be responsible for handling and solving any incidents, tasks or requests received through the central user helpdesk before escalation to the development team.

This role will also be key to improving efficiency, reducing waste; and identifying and implementing solutions in a creative and innovative way.

• Willing to work a three-shift 24/7 operating model and provide on-call standby where necessary
• Familiar with the ServiceNow application, reporting, and dashboards
• Demonstrated ability to foster an environment for identifying areas of continuous improvement and actively implementing proactive working solutions
• Must have IT Development and Systems Knowledge
• Experience with software development methodologies and practices (Agile, Scrum, etc.)
• Experience in Data Analysis and Advanced Proficiency in Microsoft Office suite, including Word, Excel, and Outlook
• Experience in monitoring tools such as Check MK; Grafana; Promethius
• Strong Problem-Solving Skills
• Strong Interpersonal skills to manage relationships with a variety of Partners, stakeholders and end users
• Extremely good communication and documentation skills
• Must have an excellent ability to multi-task effectively by working on several topics synchronously
• Database knowledge and experience including data queries and data manipulation(e.g. PostgreSQL; CouchDB; Microsoft SQL)
• Ability to perform the minimum required physical and mental requirements of the function
• Teamwork is critical
• The role also requires 100% onsite availability. No remote work opportunity

Outputs

• First and Second level call management and solution implementation
• Monitoring of jobs/processes/services
• Coordination and consultation with central user helpdesk as well as product owners and business users around the world
• Prepare, review and coordinate any user/system/help documentation
• Performing root cause analysis
• Manage tickets from logging, updating, solving, escalating and feedback - from inception until closure
• Support with application testing
• Provide daily reporting on incidents and tickets logged
• Continuous ticket monitoring for trend and pattern identification; as well as permanent solutions implementation to proactively address reoccurring issues
• System Roll out and Go-Live support
• Manage and attain customer expectations and ensure delivery to fulfill expectations
• Exercise decision-making and independent judgment while being aligned with customers and management
• Initiate, develop, and maintain a range of working relationships, within IT and from the business
• Performing all outputs in compliance to the Company's Integrity Codes & S.H.E.Q requirements and performing delegated S.H.E.Q tasks and duties & to inform superior about deviations

Qualification

• Minimum NQF 6 – BSC/BCom/ND in Information Technology or B. Eng. (Industrial Engineering) or relevant equivalent
• Minimum 1-year knowledge in supporting applications at L2
• Knowledge of SFMDigital, CAT, SCVS, ViDA will be advantageous
• Must be able to do effective root cause analysis and be able to trace code