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.)
• Apply problem solving & critical thinking skills in analysing aggregated operational processing & monitoring information
• 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 is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.