Manager Service Level 2

4 days ago


Johannesburg, South Africa Absa Bank Limited Full time

Bring your possibility to life Define your career with us
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary

Support the design, implementation & monitoring of the Resilience and Service Continuity Plans. Consolidate & analyse Resilience, Service Continuity analytics and reporting, & translate from these key business & commercial insights to enable organization wide improvements in Resilience, Service Continuity capabilities. Implement, maintain, enhance & manage Resilience and Service Continuity document & knowledge management systems..

**Job Description**:
Resilience, Service Continuity & Disaster Recovery
- Participate in & positively contribute to the design of Group Resilience & Service Continuity frameworks, tools & processes
- Support Service Continuity & Resilience processes & routines (assessments & reviews, reporting, testing, audits, technology / stakeholder forums, regulatory reviews, communications, document & knowledge management etc.).
- Design & implement tools to consolidate & communicate all Resilience and Service Continuity planning, monitoring & assessment information.
- Participate in and lead components of regular, proactive Resilience, Service Continuity reviews & assessments of business area / portfolio resilience & service continuity risks and opportunities
- Plan & coordinate all Resilience, and Service Continuity Activity, & communicate plans across range of stakeholders
- Analyse resilience and service continuity risk data & work with MI / Data teams to design toolkits, dashboards, reports that are relevant, reliable & insightful for business decision making
- Participate & meaningfully contribute to all Service Continuity & Resilience Planning processes
- Leverage expertise in both waterfall & Agile ways of work to successfully plan, execute & measure Resilience and Service Continuity plan implementation
- Support the implementation of backup recovery systems and processes aligned to the regulatory requirements & service continuity requirements
- Coordinate service continuity testing & document all testing outcomes (risks, opportunities, actions)
- Track testing outcomes & associated action resolution & conclusion
- Coordinate service continuity & recovery process & enable backup & recovery systems during events (execution role)
- Assess service continuity and transition to back up & recovery systems are within minimum standards & aligned to regulatory requirements for all our products & services
- Provide advisory on service continuity & recovery requirements, standards & processes to technology & Service Delivery Teams
- Work across Tribes & Squads to document to communicate continuity and resilience plans & standards for new services & consistently update existing plans as required
- Participate as an active contributor in event management & DR processes to enable quick & effective problem resolution
- Consolidate & Communicate architecture & change forum decisions & associated Service Continuity& Resilience implications to Service Delivery & Technology teams & monitor plan implementation
- Consolidate & analyse event & testing related information & insights & ensure risks & actions are successfully closed
- Design & implement Resilience & Service Continuity Communication plans & routines across the portfolio
- Stay ahead of the curve on Resilience & Service continuity approaches and practices globally
- Stay up to date on all regulatory requirements in order to provide clear direction for Service Continuity & Resilience across the portfolio
- Report effective MI & Data Analytics to support the ongoing improvement of Resilience & Service continuity across the portfolio (the goal is PREVENTION)

Devops & Support
- Partner with senior Product Engineers to support problem resolution & critical thinking processes when the complexity level goes beyond support (coordinate resolution)
- Schedule and oversee planned maintenance tasks, such as backups and performance tuning, for products & services in production
- Ensure mínimal business operations impact due to upgrades and maintenance activities
- Coordinate and execute unplanned maintenance tasks, such as disaster recovery procedures, tech products & services in production to prevent and to minimize issues
- Provide advisory & lead software installation and upgrades, troubleshooting problems and providing resolutions.

Application Monitoring & Performance Management
- Leverage performance monitoring insights to identify risks & opportunities for continuous improvement
- Provide performance & trend reporting to improve advisory services across Tech & for improved customer impact

Accountability: People
- Coach & mentor peers & the broader Service Delivery & Technology teams on Resilience a


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