Information Technology Application Support and Monitoring
Provide Information Technology (IT) application and security support by troubleshooting issues, identifying root causes, performing trend analysis and/or monitoring performance, to ensure issues are resolved.
Type
Functional
Competency Area
Data Analytics and Information Technology Management
Levels
Provide maintenance activities and troubleshooting support
Perform IT related maintenance activities to ensure appropriate proactive and reactive measures are in place
Identify common security- related issues in IT applications, information and data
Identify the impact of incidents and corresponding solutions to control and/or mitigate security incidents
Identify required information on IT application issues to be gathered from relevant sources and stakeholders, to gain an accurate understanding of issues
Implement relevant controls to minimise the impact of these IT security incidents
Provide support to end users of IT applications
Manage incident response plans and prevent occurrences
Provide appropriate technical advice to resolve issues related to software, applications and/or IT services
Implement incident response plans to efficiently resolve and escalate issues, depending on the nature and impact of incidents
Perform root cause and trend analyses for IT application issues to prevent future occurrences and identify high volume and critical issues
Analyse trends based on issues identified from historical reports
Engage end users with satisfactory customer service
Design IT application strategies
Create and maintain clear baselines for relevant financial service IT application types, integration elements and data design, to serve as a basis for future assessments
Develop and formulate overall IT application strategies in alignment to the organisation’s overall IT and business vision
Define business processes to measure the performance and effectiveness of relevant business functions