First National Bank (FNB) is one of the “big four” banks in South Africa and a division of the financial services conglomerate, FirstRand. It provides a full range of banking and financial services to individuals, businesses, and corporations. An acclaimed mobile banking app and online banking platforms that offer secure and convenient access to financial services, including Secure Chat for customer support.

Job Description

• We are seeking a proactive, technically curious, and people-oriented Support Analyst to join our IT Operations team.
• This support role is ideal for someone with a solid foundation in containerized environments (OpenShift Kubernetes), automation tools, DevOps practices, and
• strong interpersonal skills to support platform users effectively.
• You will be the first line of support for business-critical applications and automated processes, ensuring smooth operations and timely issue resolution. The role involves monitoring orchestration workflows, managing CI/CD pipelines, and assisting users with platform-related queries and troubleshooting.

Key Responsibilities

• Provide user support for applications deployed on platform.
• Act as the first point of contact for platform users, resolving issues and escalating when necessary.
• Monitor and troubleshoot automated workflows.
• Manage and maintain scheduled jobs.
• Collaborate with development teams and assist with code reviews and advice.
• Investigate and resolve application and infrastructure issues using various tools, logs and other sources of information.
• Maintain, support and enhance scripts for automation and operational tasks.
• Document common issues, resolutions, and contribute to internal knowledge bases.
• Participate in incident management, root cause analysis, and continuous improvement initiatives.

Required Skills & Experience

• Experience supporting applications in OpenShift or Kubernetes environments
• Hands-on experience with Camunda or similar BPM/orchestration tools (Low).
• Familiarity with Bamboo or other CI/CD tools (Low).
•  Proficiency in using CLI for troubleshooting and system management (High).
• Working knowledge of Git-based version control systems (Medium).
• Fundamental understanding of Python and SQL (Medium).
• Basic experience with Bash scripting (Medium).
• Exposure to cloud services such as Azure and AWS (Low).
• Strong communication and interpersonal skills to support users effectively (High).
• Ability to work independently and collaboratively in a fast-paced environment (High).
• Willingness to learn and grow within the role (Medium).

Additional Requirements

• Exposure to Java development or debugging.
• Experience with monitoring tools and log aggregators (e.g., Prometheus, Grafana, ELK  stack).
• Familiarity with Agile methodologies and ITIL practices.
• Experience with reporting tools like Power BI.