Tsakani Maluleke

• Enhanced application performance by identifying and resolving technical issues in a timely manner.
• Created detailed documentation on application features, streamlining internal knowledge transfer processes.
• Acted as a liaison between clients and development teams, facilitating clear communication to drive project success.
• Conducted regular reviews of support cases to identify recurring issues or areas requiring enhanced attention from development teams.
• Prioritized urgent support requests for prompt resolution, minimizing negative impact on business operations.
• Implemented effective troubleshooting methodologies for swift identification of root causes behind technical issues.
• Provide 2nd line application support to enable end-users to effectively utilise the systems.
• Engage with system administrators, database administrators, network engineers, developers, testers, application support specialists and other staff to monitor, diagnose and attend to issues related to all aspects of the relevant Platforms.
• Write queries and script updates from a maintenance and support perspective.
• Maintain both production and staging application.
• Embed a DevOps culture through stages from development, UAT and production.
• Investigate and resolve any performance related issues impacting the customer experience.

• Manage and maintain on the Destiny Recon Solution
• Maintained and updated client information systems.

• Client Configurations

• User Configurations

• Service Configurations

• ETL Jobs for all clients / Services

• Pulling of necessary logs for investigations

• First line production support and client queries on Destiny Recon and TR MIS

• Ensure that any financial impacted transactions resulting from incorrect BIN configurations are raised formally to the BIN manager to investigate and update

• Provider a bi-weekly report to the Line Manager highlighting the common trend of issues being logged by the customers as well as highlighting any critical issues logged / highlighted in the last 2 x weeks with resolution

• Schedule training sessions to ensure that all the innervation merchants are trained on the web MIS solutions and that training manuals are sent.

• Review the Pending report and ensure that there are no financial impact to any of the customers in our client base. If a client is impacted - manage with the relevant parties (Banks / Merchants)

• Manage all jobs for Incoming Bank files and monitor daily for Destiny Recon and Traderoot MIS solutions and ensure all jobs are automatic on Servers

Delivered support for Palladium Software through various communication channels.

• Receive, assess and resolve all support related queries, calls, emails and tickets in line with Standard Operation Procedures.

Consistently kept clients updated on the progress of their support issues.

• Update the electronic ticket logging system with the findings and resolutions.

• Assisting clients remotely either telephonically, via email or team viewer.

• Facilitating system change.

• Setting up of Customers Microsoft SQL Server.

• Responsibility for the Incident Management Process

• Log Defects on Quality Centre. Prioritize the fixing of bugs/incidents

• Liaison with 3rd party vendors when required

• Create and execute test plans for system updates and changes

• Keeping abreast of all changes within the systems environment and assessing the impact these may have on the systems you support and adapting or recommending solutions that cater for these changes.

• Administer the various user test environments under direct control of Application Systems Support.

• Provide on-call support (telephone, face-to-face and online support) and problem resolution for the International Recruitment applications.

• Investigate and follow up on all incidents logged on the fault logging system (Including preparation of any documentation required).

• Undertaking of projects and tasks as directed by the Team Manager

• Investigations and undertaking of reported queries to obtain a clear understanding of what the actual requirements are.

• Assistance in developing operational and service desk standard/procedures

• Maintaining customer focus throughout the resolution of calls, and ensuring that the query is resolved within the shortest possible time.

• Testing the relevant General IT Controls and Application Control to Determine effectiveness

• Documenting issues and findings detected through testing to management.

• Ensured efficient database management.

• Ensuring system functionality

• Be involved in systems maintenance, testing and implementation

• Communicate with users, developers and other staff to resolve issues

• Understand and utilize internal tools for documentation and record keeping.

• Identifying controls and risks associated with the organizations IT environment.