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.
Skill:
Basic knowledge on IT Infrastructure (Database, OS, VM, Storage, Middleware, Network).
