- EG-IT
- Ensure high performance, reliability, availability and operability of Sub Systems and additional software’s in support of the Bank’s objectives and line of business requirements.
- Provide leadership and guidance in management and control of implementation processes to facilitate the successful non-disruptive implementation of hardware, software, network and application changes
- Provide leadership and guidance in the management and control of the problems processes to provide focus on service issues through daily, weekly, monthly, quarterly reporting of trend data.
- Provide the required technical and application support to bank users.
- Customer Service and Communications
- Communicate and document the support issues and escalating to the appropriate Manager Applications Support or vendor when necessary.
- Coordinate activities among different business and technical groups.
- Work with business users, EG-IT team members and vendors, monitor and report on the progress of required tasks and maintain an emphasis on the early identification and, rectification of problems.
- Interface with internal and external entities (such as other project teams, EG-ITD units, user departments, external businesses, suppliers, vendors, etc.) with respect to projects, costs information, software, hardware and other areas as required.
- Reporting and Compliance
- Ensure all internal and external Audit and security procedure/processes are compiled strictly by all team members.
- Define standards for Production System implementation and documentation. Ensure that all new systems comply with the set standards and relevant documents/procedures are available before live operation is commenced.
- SLA compliance and monitoring
- Key areas of focus include assessing costs, workload tracking and resource management.
- Provides leadership and representation for the department on key organizational initiatives and planning teams
- Develop and maintain system problem analysis and resolution techniques.
- Provide exceptional customer service that increases the current customer satisfaction levels.
- Ensure Maintain documentation of existing systems and processes
- Provide appropriate and required guidance and support as needed for the Business Resumption Plan testing, including first-level testing as required.
- Guide and assist in other on-going projects in other functional units, from time to time, as directed by the AVP, the Head of Consolidated Services, and the Group Chief Information Officer.
- Leadership, coaching and mentoring
- Provide guidance and mentorship to the junior team members. Be a role model in terms of technical capability, adaptability and customer service focus.
- Develop and implement methodologies and techniques that improve efficiency and enhance productivity relating to technical studies and the systems support process.
- Perform regular Objective and goal setting sessions with team members
- Conduct scheduled performance appraisals as directed by the HR department.
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