Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Responsibilities
This is a role in banking applications technology. You will assist in leading the incident management process with the various departments, stakeholders and vendors, respond to incidents when they occur and take the necessary steps to restore the bank’s services and business to normal operations as soon as possible, with the least impact to the business or user and minimize any possible downtime. You will report to the Senior Vice President in managing and coordinating with a team of Incident Coordinators working on a 12-hour shift roster.
- Respond to a reported incident, identify the cause and initiate the incident management process.
- Prioritize incidents according to urgency on the bank’s business.
- Oversee the incident management process as well as team members and stakeholders involved in resolving the incident.
- Ensure that the Incident Management process is being followed to ensure quality services by managing the incident resolution of the Bank’s support teams either in country or regionally.
- Ensure timely notification and escalation to management and stakeholders as well as ensure that the right level of attention is being accorded.
- Notify participants in the Incident Management process when standards and procedures are not being followed.
- Reroute misdirected incidents which are not being handled in a timely manner.
- Escalate issues in a timely and appropriate manner.
- Identify exceptions and deviations and manage such situations.
- Proactively identify issues through incident and problem trending analysis and assist in workaround resolution when required.
- Improve Mean Time To Detect (MTTD)/Mean Time To Repair (MTTR) of incident life cycles through active process monitoring & automation.
- Assist in preventing reoccurrence of alerts and incidents.
- Enhance operational productivity through process automation.
- Establish and maintain a strong working relationship between TS and Line of Business and align our IT strategy with the bank’s business needs and objectives.
Requirements
- Bachelor’s Degree in Information Technology, System Engineering or a related field.
- Strong Knowledge of IT Service Management, ITIL and COBIT.
- Strong problem solving, analytical and time management skills.
- Working experience in IT Systems and IT software in a banking environment will be an added advantage
Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.
