Technical Support Specialist

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Job Summary

The L3 Technical Support Specialist is responsible for providing advanced technical support, incident resolution, and operational oversight for the bank’s corporate digital channels. This includes online corporate banking portals, host-to-host connectivity (SFTP, SWIFT, APIs), corporate onboarding platforms, file-processing systems, payment gateways, and integration touchpoints.

The role serves as the technical escalation point for L1/L2 teams, ensuring high service availability, rapid recovery from incidents, and continuous improvement across the production environment.

Job Description

1. Role Purpose 

The L3 Technical Support Specialist is responsible for providing advanced technical support, incident resolution, and operational oversight for the bank’s corporate digital channels. This includes online corporate banking portals, host-to-host connectivity (SFTP, SWIFT, APIs), corporate onboarding platforms, file-processing systems, payment gateways, and integration touchpoints. 

The role serves as the technical escalation point for L1/L2 teams, ensuring high service availability, rapid recovery from incidents, and continuous improvement across the production environment. 

 

2. Key Responsibilities 

A. Incident & Problem Management 

• Serve as the highest technical escalation point for corporate channel incidents and service interruptions. 

• Perform advanced troubleshooting, root cause analysis (RCA), and permanent fix implementation. 

• Collaborate closely with platform engineering, application development, infrastructure, and cybersecurity teams. 

• Drive post-incident reviews and implement corrective/preventative actions. 

B. Platform Support & Operations 

• Monitor production systems, application logs, performance dashboards, and integrations for early warning signals. 

• Manage job failures, message queues, file transfers, batch processes, and API connectivity issues. 

• Ensure SLAs, OLAs and SLOs are consistently met. 

• Assist in maintaining high availability of the Absa Access corporate channels 

C. Technical Expertise & Tools 

• Work with logging and monitoring tools (e.g., ELK/Elastic/OpenSearch, Instana Grafana, Thousand Eyes). 

• Strong ITIL-based incident, problem, and change management experience within ServiceNow. 

• Analyse API call flows, request/response payloads, authentication issues (OAuth2, MTLS, JWT). 

• Troubleshoot infrastructure components (Linux, Windows, networking, firewalls, load balancers). 

• Perform database checks, query logs, and assess data-level issues (SQL knowledge required). 

D. Stakeholder Interaction 

• Serve as the primary escalation point for high-priority incidents, ensuring the right technical experts are engaged for swift and effective resolution. 

• Provide clear, timely communication during incidents, including business impact and recovery timelines. 

• Work with internal and external auditors to ensure compliance with security, operational, and regulatory standards. 

E. Continuous Improvement 

• Identify recurring issues and drive technical improvements with platform teams. 

• Create runbooks, playbooks, and knowledge articles for L1/L2 teams. 

• Participate in change advisory board (CAB) sessions where relevant. 

• Recommend enhancements to monitoring, alerting, and operational tooling. 

 

3. Required Skills & Experience 

Technical Skills 

• Strong understanding of enterprise integration patterns and digital channel technologies. 

• Experience supporting corporate banking channels or high-availability financial platforms. 

• Understanding of: 

• APIs (REST, SOAP), Postman, API gateways 

• File transfer technologies (SFTP, FTPS, MQ, Kafka) 

• Web application architecture  

• Databases (Mongo, SQL Server, Postgres) 

• Networking fundamentals (DNS, routing, SSL certs, MTLS) 

• Security principles (IAM, token-based auth, encryption, key management) 

Tools & Technologies 

• Monitoring: Kibana, ELK, OpenSearch, Grafana, Instana, AWS Cloud Watch 

• Ticketing: ServiceNow, Azure DevOps, JIRA 

• Version control: Git 

Experience 

• 5+ years in technical support, platform engineering, systems analysis, or production operations. 

• Prior L3 support experience in a financial services environment strongly preferred. 

• Experience with mission-critical, high-volume transaction platforms. 

 

4. Qualifications 

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience. 

• Optional certifications: 

• ITIL Foundation 

• AWS fundamentals 

 

5. Key Competencies 

• Excellent diagnostic and technical troubleshooting skills. 

• Ability to stay calm and structured during high-pressure incidents. 

• Strong communication and stakeholder-management skills. 

• Detail oriented with a focus on secure and stable operations. 

• Continuous improvement mindset. 

• Ability to work after-hours or on-call rotations when needed. 

 

6. Working Model 

• Hybrid working arrangement. 

• Participation in on-call rotation for after-hours support. 

• Occasional weekend work for planned maintenance or releases. 

Education

Bachelor's Degree: Information Technology

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised