Operational Support D

2 days ago


Johannesburg, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:
**purpose**:

- Provide support in executing operational activities.**experience and qualifications**:

- 3 Year industry related Degree
- 4 to 6 Years related experience**additional requirements**:

- Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members.
- Supervisory and Monitoring functionalities of supply chain
- Monitor supplier delivery against agreed SLAs
- Operational ownership of IT Vendor related issues.
- Ensure supplier terms optimizes business performance.
- End to End call management.
- Provision of an efficient administration service through careful and timeous planning, reporting, and updating of all related information.
- Provide accurate and reliable statistics.
- End to End Management of Incidents and requests.
- Key resource in unpacking, understanding, and validating issues to feed into Problem Management.
- Ensure ATM and Branch downtime is minimized by following up on all service requirements.
- Manage all calls logged as per SLA requirements between business and respective vendors.
- Manage escalations via the Service Now system. Responsible for stakeholder engagement when ATMs are down longer than specified requirements.
- Manage all calls logged for FNB Technical support and ensure prompt feedback is received on software faults.
- Build, analyse, and distribute reports to management and vendors on calls logged.
- Attend daily and weekly meetings to provide business and vendors with feedback on achievements and areas of concern as well as cost cutting initiatives. Efficient in written communication.
- Well organised and works well within a team.Qualifications and experience required:

- Itil foundation and /or ITIL OSA (advantageous)
- 2-3 years operational IT experience
- Operational Call management
- Branch teller/Custodian experienceHigh Level understanding of supply chain management


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