Command Centre Operator

4 months ago

Johannesburg, South Africa BankservAfrica Full time

Job Title- Command Centre Operator- Location- Selby - Johannesburg, GP 2001 ZA (Primary)
- Occupational Level- Skilled- Job Category- IT Operations- Job Type- Permanent- DescriptionAll Monitoring & Processing of Critical systems, processes & Infrastructure

IT operations are critical within the organisation and 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.

The Command Centre Operators are 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

**Your key responsibilities include**:
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.

Command Centre operators perform these specialized tasks daily.
- Command Centre operators performs Start of Day procedures on backend systems as per run instructions.
- Command Centre operators performs Back-end and Front-End Delivery Clean-up as per run instructions.
- Ensure all Core processes are set to Active state and Start Core processes.
- Ensure all Applications are in running mode.
- During processing ensure that all execution jobs completed successfully
- Ensure processing of inward and outward batch files across all production services.
- During processing confirm that all End of Day processes complete successfully.
- Execute daily backups and confirm that processing complete successfully.
- During processing ensure that all Settlement notification message is submitted to SARB/SAMOS for settlement and acknowledgement messages are received back on the day

Service Monitored by the Command Centre Operations include:

- All payment stream Batch Services
- EFT - Electronic Funds Transfer, ICMS / NCMS - Integrated Cash Management Service, DMC&S - Dual Message Clearing & Settlement, AC - Authenticated Collections / Mandates, AVS Batch - Account Verification Service, RTC Batch, ATM Batch, POS SMS Batch TCIB - Transactions Cleared on Immediate Basis
- Realtime Services
- ATM SMS, POS SMS, DMS, RTC, AVS Real-time, CNP 3D Secure, MasterCard, UPI, AC Real-time, PayShap & Craft
- Fraud
- TFM
- Settlement
- Samos/Settlement (All settlement notification Messages),
- Swift
- All Settlement notification messages.
- File Delivery Monitoring

Command Centre Operators fulfil a critical role in Problem resolution.
- Responsibilities include following on Rejected files, Duplicate file checking, Incorrect File Structure, File/s acknowledgement not received from bank/s. CSP and Direct submission users, contacting bank/s that performs below the required success threshold for online transactions. Updating of user profile e.g., Limits / Nominated details / Generation numbers 24 x 7.
- Proactive monitoring, identification, and timeous escalation to ensure resolution of problems occurring in the operational environment and to minimize or eliminate the impact on processing. Continual follow up on calls logged until closure (SLA)

Command Centre Operators Escalation and Communication and reporting responsibilities.
- Ensure timeous and accurate logging of Incidents and RFS when they occur (as per SLA). RFS to be managed until closure.
- Report and escalate any alerts or anomalies detected by the monitoring and processing of services.
- Report any end user technology /equipment malfunction to IT Support
- Timeous and accurate Customer communications (Within SLA) to Management/Internal stakeholders.
- Provide accurate and timeous communication.
- Proactively identify system / processing issues through effective monitoring, escalate any abnormalities to the correct internal and external clients as per escalation procedure “SMS and E-Mail” notifications
- Deliver on Corporate score card and BU goals.
- Ensure that all regular run sheets, hand over documents, are updated and signed off daily. Anomalies to be carried to the next shift and managed until resolved.

Command Centre Operators: Compliance and Risk
- Operate as per standard operating procedures.
- Deliver on internal and external stakeholder requirements/SLAs.
- Manage and maintain good stakeholder relationships.
- Comply with relevant policies & procedures, regulation, and legislation.
- Ensure all policies and procedures are read, understood, and acknowledged.
- 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**
- Matric
- Intermediate Microsoft Office knowledge
- COMPTIA A+ and COMPTIA N+ certified
- Basic knowledge of executing L

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