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Job Details
 Job Title:
Command Centre – Manager on Duty
 Job Description:
Operational Management: ? The Manager on Duty will include hands on technical support work related to the overall health and maintenance of Bank environments. ? This position will perform tier-2 escalation support and act as the point of contact in the Command Centre for all technical / alert inquiries from other bank departments. ? The Manager on duty will manage all related operational expectations for Command Centre. ? Ensure continual process improvement within the Command Centre including but not limited to automation of Command Centre tasks and reporting, implementation of bank-wide monitoring initiatives, and routine administration tasks. ? Identify areas for process and efficiency improvement within the Command Centre; recommend prioritized enhancements and oversee implementation. ? Ensure that reports are accurate and delivered on time. ? Take responsibility for the day to day operation of the team, providing overall guidance and supervision. Maintain and monitor required staffing levels and schedule to ensure that the team can meet the demand and respond in a timely manner to application, network and server anomalies and outages. ? Conduct team reviews and be responsible for personal and development of team members ? Daily, weekly, monthly and quarterly MIS and review conduction for Command Centre performance.   Acquisition and Development: ? Handle escalations and manage Command Centre support from different levels. ? Ensure adherence of operational metrics. ? Hire, develop, and retain highly responsive and customer focused L1 engineers to ensure the effective operation of the department ? Manage tools, systems and procedures to ensure dynamic management of issues and alert and event management. ? Ensures all members of assigned technical teams are effective and fully utilized in order to provide high resource utilization. ? Evaluates technical skills of the team and ensures there is an appropriate level of expertise. ? Provide procedural training to staff. ? Perform performance objectives and performance reviews with all team members.
 Job Code:
 Job Location:
6-7 years
Basic knowledge on IT Infrastructure (Database, OS, VM, Storage, Middleware, Network).