Participate in managing all major incidents flow during the incident, including notifications and escalations through to the conclusion supporting the IT Operations Specialist playing the incident manager role on charge.
• Suggests and welcomes different perspectives to solve incidents. Act in line with process and based on the IT Operations Specialist on charge judgment to engage any needed resource during the incident resolution process considering all benefits and implications.
• Take part managing Consoles, Job Scheduling (automation) / Scheduled jobs (Manual / process), performing and monitoring Backups and Restores, Managing Print and Electronic Outputs and preforming maintenance activities.
• Seeks ways to improve efficiency and resource allocation and/or to minimize conflict and duplication.
• Managing the physical IT environment. This includes data centers and all computer rooms.
• Customer focus: Demonstrates the importance of effective time management to ensure a seamless service. Seeks opportunities to improve the customer experience at every process step or interaction, Customers would be from all areas across the bank internally and would act as the central liaison point for issues with external partners..
• Effectively communicates relevant information, products and services at the right time in an appropriate style, in line with defined process and templates.
• Manage internal and external relationships. Ensures that datacenter operations is a visible and is a trusted partner. Support the delivery of a uniform, consistent relationship model which is acknowledged to deliver value.
• Undertake timely escalation and communication for all IT services.
Enhance Operational Effectiveness & Control. They will typically be involved in the following functions:
Identifies and improves existing methods of working, providing solutions and resolving issues within own area.
• Adheres to and actively supports established policies and procedures
• Use specialist/professional knowledge to identify and develop new or improved delivery mechanisms.
• Understands functional risks in own functional area and monitors / ensures adherence to established policies.
• Draft department procedures and desk instructions, obtain required approvals and own periodic update.
• The job holder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology raising and discussing concern to management in a timely manner.
A bachelor’s degree in engineering, computer science or equivalent experience in related field.
Ability of understanding and translating IT strategy into own area and aligning directions accordingly.
Effective communication, inter-personal and negotiating skills.
Ability to build strong relationships and communicate with a wide spectrum of stakeholders.
Ability to prioritize work to successfully deliver service to agreed levels in a diverse and constantly changing technical environment.
Require the ability to work with little to moderate supervision; the ability to take quick and timely escalation decisions.
The knowledge (or certification) of the following products is a plus: Oracle: •Database – PL/SQL – WebLogic Application Server /IBM: iSeries / Service Management and IT Information Library (ITIL v3 or 2011), Different Service management and monitoring tools.
