Command Centre Operator

7 days ago

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

**Job Description**:
The Command Centre Operator is responsible for ensuring the integrity, availability and protection of the company's primary assets, reputation, people, information and facilities, by monitoring the company's critical infrastructure and acting as the control liaison during production and incidents.

You will engage with the following stakeholders:

- Management
- Internal/External stakeholders
- PASA
- SARB

**Key role responsibilities include**:
**Daily Operational Functions**
- Operate as per standard operating procedures:

- Start of Day, Processing, Command Execution, Run instruction End of Day & Reconciliation process
- Customer Liaison
- Monitor and processing across all services as per the agreed thresholds and service level agreements for all processing sites
- Report and escalate any alerts or anomalies detected by the monitoring and processing of services
- Logging of Incidents and RFS accurately, timely manner as and when they occur (as per SLA)
- Follow up on calls logged until closure (SLA)
- Monitor alerts, evaluate and action level 1 & 2 escalate level 3 alerts to appropriate technical support teams
- Major Incident, initiate bridge call with all the relevant technical teams and incident management
- Co ordinate technical teams on customer bridge call when required
- Report any end user technology /equipment malfunction to IT Support
- Handover full details of any systems incidents, delays, anomalies to ensure follow and continuity with the next shift until completed

**Communication and planning**
- Provide clear and accurate Communication and feedback to clients and customers relating to any operational issues and queries detected
- Manage notifications and escalations inbound and outbound
- Planning of daily task with Team lead, effective communication upon shift handover, preparation and completion of daily run instructions, situation reports, problem and incident management and recording of incidents on system (Marval)

**QUALIFICATIONS / KNOWLEDGE**
- Matric
- Required computer literacy levels
- Command / Service experience
- Exposure to core AWS services and AWS CLI
- Basic knowledge of Linux commands
- Basic knowledge in writing queries in POSTGRES

**EXPERIENCE**
- Experience in 24x7 monitoring operating systems
- Minimum 3 years’ experience in related field (payments operator ) advantage
- Good knowledge on payments domain and understanding of payments process flow
- Exposure to any Fraud Management system
- Experience with different geographical team will be a plus
- Experience with monitoring solutions such as CloudWatch, Prometheus
- Ability to troubleshoot distributed systems
- Strong experience in customer management
- Good communication skills, both written and verbal
- In-depth understanding and knowledge of Bankservafrica systems and processes (advantage)
- Strong time management and organizational skills
- Ability to troubleshoot distributed systems
- Problem-solving skills

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