Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Requirements & Responsibilities

• Adheres to defined incident and problem process and escalation when needed, as defined in the escalation matrix.
• Notifies participants in the Incident and Problem Management process when standards and procedures are not being followed.
• Reroutes misdirected incidents and problems which have not been handled in a timely manner.
• Escalates issues in a timely and appropriate manner.
• Identifies incidents and problems which need special attention or escalation.
• Identifies exceptions and deviations, as well as management of these situations.
• Notifies participants in the process when standards and procedures are not being followed.
• Facilitates the resolution of issues with items not complying to process.
• Oversees creation and availability of process reports and analyzing reports.
• Oversees completeness and integrity of information collected to conduct daily operations.
• Establishes measurements and targets to improve process effectiveness and efficiency.
• Acts as an escalation focal point for all roles involved in the process.
• Carry out tasks assigned by the team manager, which help to prevent potential incidents.
• Possess some technical knowledge of Linux, Solaris and Unix hardware, operating system and system services (volume manager, file system, NTP, DNS, clustering, SSH, TSM, ITM etc).
• Willingness to work in a 12-hour rotational shift roster. Shift roster will be decided by team manager.

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.