Assistant Manager Command Centre

2 weeks ago


Johannesburg, Gauteng, South Africa South African Bankers Services Company Pty Ltd Full time

Job Description:

PURPOSE:

Management of The Monitoring & Processing of Critical systems, processes & Infrastructure.

There are four separate shifts teams made up of approximately 10 Command Centre Operators,1 Team leader. The Assistant Command Center Manager is responsible for managing 2 of these teams.

The Command Center Assistant Manager is required to optimally manage the operations environment and to ensure that all outages and anomalies are escalated, communicated, and resolved efficiently in a timeous manner.


You will engage with the following stakeholders:

  • Management
  • Internal / External stakeholders
  • PASA
  • SARB
  • Banks
  • Telco's, Internal Network Support, Managed Network Services

Your key responsibilities include:

  • Provide support and guidance to Command Centre Team Leaders / Command Centre Operators as they conduct their daily task ensuring that all processes are completed successfully.
  • Ensure processing of input and output data files are within the defined SLAs across all systems on both production/DRP.
  • Ensure Team Leaders provide regular daily updates regarding processing of input and output data files across all services and in line with SLAs.
  • Ensure timeous and accurate logging of Incidents and RFS when they occur (as per SLA)
  • The Assistant Command Centre Manager is responsible for coordinating incidents and Incident resolution activities.
  • Report and escalate any alerts or anomalies detected by the monitoring and processing of services.
  • Timeous and accurate Customer communications (Within SLA) to Management/Internal and external stakeholders, PASA & SARB, Telco's, Internal Network Support, Managed Network Services.
  • Participate in bridge call with all the relevant technical teams and incident management (record the bridge call by logging an RFS) when there is Major Incidents.
  • Deliver on Corporate score card and BU goals.
  • Accurate and timeous communication and feedback to clients and customers relating to any operational issues and queries detected.
  • Ensure that all regular run sheets, hand over documents, are updated and signed off daily.
  • Preparation of daily and monthly reports including assisting Command Center Manager in presenting incident schedule in the Incident meetings.
  • Interface between Operations, Testing and Development on program, hardware, software, network upgrades and implementations.
  • Daily performance reporting to management.
  • Attend client and business meetings.
  • Operational resiliency ensuring services are switched successfully across sites (DR & PRIMARY).
  • Provide Business with detailed report of successful DR Live processing.
  • Compliance and Risk
  • Operate as per standard operating procedures
  • Deliver on internal and external stakeholder requirements/SLA's
  • Manage and maintain good stakeholder relationships
  • Comply with relevant policies & procedures, regulation, and legislation
  • Ensure all policies and procedures are read, understood, and acknowledged
  • Provide input into relevant policies and procedures
  • Identify and escalate risks appropriately
  • Assist fellow team members to ensure understanding of required deliverables and stay abreast of technical skills
  • Contribute to the development of a positive team culture

QUALIFICATIONS / KNOWLEDGE

  • Minimum Matric
  • A bachelor's degree is (Advantage)
  • Linux, networks, and windows training an advantage
  • Leadership and Organisational skills
  • IT Operations management
  • Command Center or Service Center Management
  • Incident management
  • ITIL Service Management
  • Excellent communication both written and verbal
  • Disaster Recovery and Resiliency processes
  • Thorough knowledge of networks and cloud computing
  • Knowledge of data protection operations and legislation (e.g., GDPR, PCI, POPIA)
  • Problemsolving aptitude

EXPERIENCE

  • Minimum 5 years' experience in related field
  • Experience in BankservAfrica operating systems advantageous i.e., Linux, Windows, Network, and product knowledge
  • People management
  • Cloud computing, AWS
  • Experience with system installation, configuration, and analysis
  • Experience in managing multiple projects
  • Monitoring of various batch and online systems
  • Payment Processing


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