Problem Manager

3 weeks ago

Bellville, South Africa Sanlam Full time

Who are we?
Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam. What will you do?

**The role is primarily accountable for**:
The provision of Problem Resolution and Root Cause Investigation services to resolve major production incidents.
The provisioning of Application and Infrastructure Monitoring and alerting using AIOps platform and APM solutions.
Accountable for the provision of cost effective, efficient, reliable, and secure Application Performance Monitoring and AIOps services.
Aligning AIOps platform and APM service strategies with services provided by and strategies of Sanlam Group Technology.
Defining and implementing Root cause investigation, Application Performance Management, Infrastructure Monitoring and AIOps strategies to deliver services supporting the Sanlam Technology strategy.
Work closely across the Sanlam Group businesses, vendors, business partners and Public Cloud Service Providers to design and implement a clear roadmap for ensuring availability and monitoring of On-premises Private and Hybrid infrastructure services.
Project and Process Management in areas of responsibility.
Multiple Vendor Management and Contract Negotiation.
Continuous standardisation, consolidation and optimisation of Application Performance Management, Monitoring and AIOps across the Group.
Financial Management - Rigorous budget, cost recovery and charge back mechanisms and procedures.
Engaging with Sanlam Group Business Units to understand their strategy and business requirements to ensure alignment of the SGT services offered.
Technology Strategy Execution and delivery of business requirements.
A zero-tolerance attitude to non-compliance of security framework including patch management, hardening, user access reviews and technical debt. What will make you successful in this role?
Understanding and having a deep curiosity about IT systems, the technologies deployed in IT Solutions, Applications, Infrastructure and Networking. Core Outputs
Root-cause investigation using data from APM and AIOps platform solutions and other relevant monitoring tools.
Reports and presentations to relevant stakeholders
Implement workaround to restore services in the event of major incidents
Design and Implement APM solution(s) with due consideration of the following:
All aspects of solution architecture and integration into Sanlam Technology services.
Configuration, maintenance, upgrades, and solution support.
Agent Deployment standardisation and Automation.
Costing and Licensing.
Training and service adoption.
Plan and execute APM implementations within Sanlam business units.
Assist teams with performance and failure investigations using APM and any other relevant tools that might be required from time to time.
Design, Implement manage and Support AIOps platform Service.
Report on effectiveness and results of APM, Root cause Investigation and AIOps services.
Ongoing Cost optimisation.
Expense and income management.
Managing risks related to APM and AIOps (if any) on behalf of businesses.
Accountable for request, incident, problem, change, release processes and configuration management adherence for areas of responsibility.
Development of Policies, Standards, Procedures and Guidelines for responsible areas.
Management of business partners.
Risk Management including the avoidance of repeat audit findings.
People Management.
Enable and Integrate Infrastructure (on premise and cloud based) to development environment practices for improved DevOps experience.
Ensure proper integration of security practices and toolsets into the APM and AIOps Platform environment for proper security protection (patching, vulnerability, authentication, event, intrusion protection, etc.) for on premise and cloud protection. Knowledge and Experience
Extensive (10+ years) technical, operations,risk and business management experience in
complex large technology environments (at least 10 years of which 5 years is in a senior role)

**Understanding of the**:
Application Performance Management capabilities and requirements and future trends.
AIOps capabilities, requirements, and future trends.
Understanding of Software Defined Data Center technologies and operating models.
Various technologies deployed in Application solutions in a large technology environment (Application frameworks, databases, containers, logging, security, hardware infrastructure, networking etc.).
IT cost management and charge out mechanisms.
Knowledge of best practices for IT contract negotiation tactics and strategies.
Emergent IT and Infrastructure trends, notably software development, network, Infrastructure, DevOps, AIOPs and Application Perf

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