At SD Worx Mauritius, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx Mauritius for people with the right blend of skills, experience and character! Are you ready to join us?

What do we have to offer?

• An attractive salary based on your experience and achievement. Including allowances for transport, internet and mobile (more information available during interview) with an addition of medical insurance fully paid by SD Worx for you and 2 dependents (upgrades available). And a yearly company bonus.
• A dynamic environment: flexible working hours and working from home – everything is negotiable. We also offer career break options.
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field our you want to expand your knowledge more horizontally, there is always room to grow within SD Worx!
• And all leaves are granted as from day 1!

Your role: You will support all the Individual Business Operations L2 and handle Major enhancement. Lead/guide the team on fixing issues. Work closely with the Leader in preparing requirements document. Good relationship within the team and continuous learning. Ability to identify patterns that may indicate larger system issues or recurring problems. Ensure Incidents requests are logged, responded, and resolved within SLAs for our Clients.

Role and Responsibilities:

1. Advance issue resolution, diagnose and resolve complex application-related issues, ensuring minimal downtime and smooth user experience.
2. Act as a point of escalation for critical and unresolved incidents.
3. Provide guidance and mentorship to junior team members, fostering a collaborative and knowledge-sharing environment.
4. Lead and coordinate high priority incidents, ensuring timely resolution and communication with stakeholders and clients.
5. Manage root cause analysis and implement long term solutions to prevent recurrence.
6. Work closely with development, Products, and Operation teams to improve application reliability and performance.
7. Participate in the release and rollout of new applications, updates, and coordinate with other stakeholders to ensure seamless integration and support.
8. Ensure support tickets are actioned and monitored affectively by accurately classifying and documenting resolution actions.
9. Assist in developing, documenting, and maintaining support processes, procedures, and standards for the Business Application Support Team.
10. Work closely with clients and participate in troubleshooting calls, where necessary.
11. Participate in customer and governance calls.
12. Provide training on use of product to Live customers and internal stakeholders.
13. Participate in pre and post release testing for our live customers for the monthly releases.
14. Complete data compare activities for our Live customers.

Qualifications, Technical skills, knowledge

• Diploma/bachelor’s degree in information technology / business management or a related field is preferred.
• 3-5 years of experience in the related field.
• Excellent attention to details and ability to work with large data sets with skill and confidence.
  
• Proficiency in English and excellent communication skills.
  
• Fast learner, able to work independently and with minimal direction.
  
• Detail oriented with strong organizational and time management skills.
  
• Experience in Customer facing. ( KPI, change request, Guidance )
  
• Proficiency with MS Excel, Microsoft Word, Outlook and Internet.
  
• Strong analytical, decision – making and innovative problem-solving skills
  
• Experience working with Salesforce would be considered an asset.
  
• Good SQL Knowledge
  

From many places, we work as one, moving from better to best together.

SD Worx lives diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation and stage of life.