Manager Major Incident Level 2

Empowering Africa’s tomorrow, together one story at a time.
- 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

Oversee the operation and execution of 24 by 7 Command Centre Services & proactively leverage system capacity & service performance data to predict events, reduce event & failure recurrence & critical business failures. Leverage & implement future technologies, automation & orchestration tools to deliver quality operations. Command Centre services & accountabilities include but are not limited to: - Service Monitoring (Proactive & Reactive) - Incident & Event Management - Data Analysis, Insights & Predictive capabilities - Technology Enablement (digitisation, automation)

Job Description

Command Centre Operations
- Deeply understand an aggregated view of all IT assets (includes technology stacks)
- Oversee, Execute & orchestrate operational processing (batch processing & scheduling) & monitoring in alignment with customer expectations
- Oversee operational processing & monitoring quality - taking accountability for meeting & or exceeding all SLA’s
- Implement centralised processing & batch scheduling services & deliver on the efficiency & effectiveness gains & targets for the organisation
- Leverage customer knowledge & understanding to recommend & implement new & or refined monitoring & processing services including collaborating with the engineering teams to configure command centre tooling & systems to deliver on new requirements
- Participate in the testing processes for all new / optimised command centre operations
- Provide a complete view of aggregated monitoring & service performance data including but not limited to (alerts, outages, past incidents etc.)
- Translate analysis into key insights for business, Command Centre Operations & IT (e.g. predictive analytics) & provide recommendations for services, operational processes & technology optimisation, digitisation & automation
- Work with the data science & engineering teams to optimise monitoring & service performance data to further enable predictive capabilities
- Implement Digitization, Automation and Orchestration tools to drive efficiency in Command Centre operations and processing
- Facilitate incident resolution & participate in incident & problem management processes and provide critical data-driven insights & suggested remedial actions
- Leveraging technical expertise & data insights & analysis conducted, execute on the transformational agenda for the future of command centre by contributing to the design & implementation of automation strategies
- Achieve operational processing & monitoring (predictive capability) targets and objectives and continuously improve these aligned to progress along the transformation journey
- Act as the custodian of operations, processing & monitoring policies, practices, SLA’s and standards & implement effective document & knowledge management associated with these (updates, storage, communication etc.)
- Stay ahead of the curve on emerging operational processing, scheduling & monitoring technologies & practices and continuously leverage evolved knowledge & skill to influence the automation, optimisation, digitisation & predictive capabilities of the command centre

Accountability: Finance, Risk, Governance & Compliance
- Participate in risk, governance & compliance review & manage, maintain & provide regular & accurate command centre information
- Ensure risk, governance & regulatory compliance (always) of all processing, scheduling & operations activity (own & coach & guide others)

Accountability: People
- Coach & mentor the broader command centre team
- Conduct peer reviews, testing, problem solving within and across the broader team
- Support the people change teams in the design of adoption processes (Customer, Employee & 3rd Party Adoption)

Education

Bachelor's Degree: Information Technology
- Absa Bank Limited reserves the right not to make an appointment to the post as advertised_