Responsible for the day to day monitoring & operation of the organisation’s systems under the control of Africa’s Command centre - including incident handling, availability & performance monitoring, conduct problem resolution & administration within the IT Command Centre according to company procedures & standards
Monitor systems availability
Handle system issues, answering user queries & monitoring applications to ensure maximum system uptime
Day-to-day first line business application support & management of production systems
Day-to-day maintenance & support of applications in the Production & UAT Environments
Maintaining customer confidence & satisfaction levels
Keeping management informed of any critical events or planned critical activities
Maintain customer confidentiality of sensitive information
Ensuring all documentation updates are updated on Wiki
Identify and take accountability for the assigned principal risks relevant to the Front Arena & Trade Management environment in terms of the Operational Risk Management framework & ensure that adequate controls are in place within the role’s area of responsibility
Make technical recommendation to support decisions made concerning the enhancement of the current technological platforms, through the approved development life-cycle framework
Ensure problem resolution regarding installation delays, quality, timelines & cost by developing process for efficient execution of business requirements
Ensure adherence to software & hardware methodologies on all deployed solutions
Ensure that all relevant policies, standards & procedures are adhered to in accordance with best practice
Escalate all High Severity outages to the Manager: Operations Support within 5 minutes of the occurrence of the problem - In cases where the Manager: Operations is not available escalate to the General Manager: Service Delivery
Manage & control that all services are up after outages and provide recommendations to the Technical Managers of the different areas for future situations
Escalate all problems, where necessary to the Line Manager within half an hour of problems
Ensure that changes are thoroughly checked before implementation, test & create back out plans associated with them - all changes must be presented at the weekly TAB meeting
24/7 Shift work will be required
Business Change Management
Participation Change Management
Ensuring that Africa standards are adhered to in order to minimize the number of changes resulting in incidents in production environments
Following Change management processes and procedures as set by Service Management
Configuration Management: Following Release management process & procedures as set by Service Management upon roll-out of new and/or changed software & associated hardware
Capacity management: Helping to plan system growth to handle business volume growths through implementing active monitoring of system performance & growth patterns
Business Continuity Planning: Ensure that all Disaster Recovery (DR) plans are kept current including changes to the environment and participate in DR tests
Governance, Risk Management & Control
Identify areas that requires Disaster Recovery & provide feedback to investigate design to implementation - follow up & give feedback to Production Operations Manager
Identify risk & report back to Risk & Control Officers within Service Delivery or Sector CIO Risk & Control Office
Ensure that processes, control requirements & risk management frameworks that have been designed for the area are understood by all members of the team
For audit findings that have an impact on the area, work with the Manager: Operations Technology to understand what actions are required to close out findings. Implement required actions
During scheduled audits & management assurance reviews, ensure that all information required by the auditors are provided timeously
Complete required compliance and SOX attestations
Log all Risk and Loss events as a result of error or fraud highlighted in the department
Ensure that the issues are thoroughly investigated & closed or escalated as per policy
Ensure that the team understands all compliance requirements & highlight gaps to the
Manager: Operations Technology
Monitor compliance training undertaken by team members & ensure that they complete the required training within prescribed timelines
Ensure that all regulatory requirements are adhered to
Ensure that the Business Continuity Tool is updated regularly
Ensure full participation in BCM tests at the required intervals & document test results
Work with other managers in the area to implement corrective measures in case of test fails
Working with other managers in the department to develop Detailed Risk & Control Assessments (DRACA's) for the function & update at the required intervals (normally quarterly)
Complete attestations to testify to the adequacy of controls on request
Understand control requirements related to physical & systems access control & information security requirements
Ensure participation & adherence as per OHSA (Operational Health & Safety Act) requirements
Service Level Management
Proactively escalate real-time issues to stakeholders for example, Sector CIO's, General Managers, IT Technology Managers, Service Delivery Managers etc. & manage the implementation of the solutions of the escalated issues
Act as the single point of entry to provide statistics to Sector CIO's, to support the presentation of their dashboards to Chief Operations Officer or to the business
Measure Operational Level Agreements’ between Service Delivery Management and Sector CIO's agreements, manage the sign-off & implementations of the OLA & provide feedback to Service Delivery Manager regarding the SLA'S and OLA's
Monitoring & executing Batch Runs
Manage & monitor the service availability & communications availability, logging & following up on incidents / performance related issues on a 24 x 7 basis
Monitor & run batches for Africa Corporate Investment Bank & Wealth Management & support their development & production systems, tape storage management by escalating any out of line incidents and / or messages on the system & notify the support persons to resolve
Work from a schedule to run batch & backups daily as required
Manage, run & monitor the help desk function for the boarder Africa Network
Manage the batch runs & the generating of reports and File Transfer Protocol (FTP) into Africa branches Manage the Network monitoring - consisting of the MPLS & Nortel network, 3rd party links on the Tandem system monitor the real-time transactions on the Easy-Pay Network & Bankserve in cases where transactions runs low, escalate to Tandem application support to resolve Monitor all the servers active, Internet, Mobile, Cellphone & Local Banking etc. & escalate all out of line issues within Service Delivery
Monitor mainframe related batch schedule - escalating on any out of line issues
Monitor any service within the mainframe & escalate any out of line issue within SD e.g. IMS DB2 etc. (internet banking)
Provide a morning status report on the previous day / evenings activities & out of line issues & send out a status update every morning via sms to all relevant stakeholders, confirming that all servers are available
Attend daily status meetings to discuss the previous days issues & plan for the day's changes & implementations
Education & Experiencel:
National Diploma / Higher Certificate (ITIL Service Management) (NQF level no. 5)
5 years technical experience in an IT command centre
Knowledge & Skills:
Application support & maintenance of applications within Africa’s Corporate Investment Bank & Wealth Management, middleware adapters and market exchange interfaces
Focus on the Application Management activities
Responsible for delivery excellence of within projects while ensuring stable BAU of Front Arena & Trade Management operations liaise and negotiate with internal customers and technology vendors
Process analysis and design
Systems Operations
Understanding of SOX
Knowledge and understanding of a Command Centre
Risk Management
PERMANENT POSITION
Must have own Transport
Must be able to travel between Randburg and Samrand
Shift Work