Service Manager Command Centre

4 weeks ago

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

**Job Description**:
BankservAfrica being a payment clearing house and part of the National Payments System of South Africa and being the trusted partner servicing the financial industry, including banking institutions, requires the exercise of unconditional honesty and transparency on the part of the employee in respect of his duties and obligations.

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

IT operations are critical within the organisation and the Command Centre is responsible for the delivery of high-quality services in support of the business, and to provide operational management, for all services provided to BankservAfrica clients.

BankservAfrica’ s payment clearing services enable the smooth, efficient processing and settlement of millions of interbank transactions daily, across the digital, retail, financial, bulk-clearing and across regions.

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

The Command Centre Service 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 and the alternate site.
- Ensure Team leaders provide regular daily updates regarding processing of input, output and clearing and settlement of all services and in line with SLAs.
- Ensure timeous and accurate logging of events, Incidents and RFS (as per SLA)
- The Service Manager Command Centre is responsible for co-ordinating major incidents and major Incident resolution activities, participating and contributing in the post incident review
- Report and timeously escalate major incidents 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 when there is a Major Incidents
- Deliver on Corporate score card and BU goals.
- Accurate and timeous communication and feedback to clients and customers relating to major operational issues.
- Preparation of daily and monthly reports including assisting Command Centre Manager in presenting incident schedule in the Incident meetings
- Interface between Operations, Testing and Development on program, hardware, software, network upgrades and implementations.
- Service Level Management analysis and maintaining accurate reporting.
- Attend client and business meetings.
- Operational resiliency ensuring services are switched successfully across production sites during planned and unplanned outages.
- Provide Business with detailed report off successful DR Live processing.
- Participate in project and ensure all teams are trained and ready for transitioning services and new products into production.
- Leads the development of procedures, practices, policies, and business processes.

**Command Centre Service Manager: 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
- Coach 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 certification
- IT Operations management (ICT and Technology certification)
- Incident management certified
- ITIL Service Management
- Both written and verbal communication skills
- Experience in managing Recovery and Resiliency (BCP) processes
- Networks and cloud computing
- Knowledge of data protection operations and legislation (e.g., GDPR, PCI, POPIA)
- Problem-solving aptitude

**EXPERIENCE**
- Minimum ten years’ experience in related field
- BankservAfrica operating systems advantageous i.e., Linux, Windows, Network, and product knowledge
- People management across multiple shifts
- Leadership and Organisational skills
- Cloud computing
- Managing multip

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