Assistant Manager Command Centre
3 days ago
**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)
- Problem-solving 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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