Empowering Africa’s tomorrow, together…one story at a time.
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary
Cascade & Implement the Integrated Command Centre Strategy & transition people, processes and systems to the ‘command centre of the future’. Leverage deep insight into the business & the tech landscape (infrastructure, technical products & services, architecture etc.) to effectively manage the end to end command centre operations & proactive, efficient & effective service delivery across the enterprise. This includes but is not limited to:
- Defining, designing, advancing & automating Command Centre services
- Resource capability & capacity planning
- Financial Management
- Leading practice Service Delivery (proactive VS. reactive monitoring & identification, batch, scheduling & yet to be defined set of services)
Job Description
Command Centre Operations
- Deeply understand the broader Command Centre Transformation journey. This includes the following operations & service transitions & shifts:
- Reactive to Proactive Monitoring
- Event focused monitoring to business service & cross domain monitoring
- Event monitoring hub to organisation data aggregation & processing hub
- Monitoring to partnering to achieve exceptional IT service performance
- Consolidate & deeply understand an end to end view of all IT services
- Work collaboratively with the Head: ICC & the broader Service Delivery, Technology, Resilience, DR & Problem management teams to define service monitoring requirements (customised & general business services)
- Take a customer centric approach to analyse current & future business service requirements insights to refine current & define new service monitoring approaches, parameters & services
- Design, plan, implement & test new & refined services aligned to the vision of the future & defined shifts – this includes driving the command centre automation objectives & strategies across the team
- Collaborate with Product & Support Engineers across the development lifecycle to design & or configure, implement & test new and refined Command Centre technology solutions & tooling
- Design & or contribute to the design & implementation of detailed feasibilities & business cases for enhancing & or introducing new services
- Drive (as part of the above processes) centralised batch processing & scheduling for optimal performance, efficiency & effectiveness across the organisation
- Define metrics & Implement routines & processes for the ongoing review & monitoring of command centre services (e.g. SLA, Customer Satisfaction, efficiency / effectiveness, service performance, overall business impact & cost : value)
- Consolidate & communicate insights across relevant stakeholder groups
- Leverage insights from operations monitoring exercises to identify opportunities for improvements in command centre operations & service delivery & more specifically to drive proactive identification & monitoring
- Translate insight into capability plans & solutions (aligning people, processes & systems) to deliver efficient & effective command centre services & operations
- Implement capability improvement plans & show the tangible business impact of these efforts
- Work with Product & Support engineers to define ongoing optimisation & maintenance strategies for command centre technologies & tooling
- Work proactively with Data Science & engineering teams to translate monitoring & operations activity into usable, relevant & impactful data & insights (dashboards, reporting, etc.)
- Hold ‘one stop shop’ accountability for command centre operations resilience, continuity & recovery & develop & or contribute to the development of processes & plans to enable such
- Manage the execution of command centre operations recovery plans & actively participate in DR, Resilience, Problem Management & Continuity processes (e.g. IM, MIM etc.)
- Stay ahead of the curve on leading & industry command centre trends & best practice (services, service delivery, technologies, tooling, MI & reporting)
Accountability: Finance, Risk, Governance & Compliance
- Consolidate and deeply understand the overall cost to service of command centre operations & service delivery (overall & own team)
- Identify opportunities for cost : value optimization & develop plans to achieve stretch targets (always) taking care to balance efficiency gains & business relevance & impact
- Participate in risk, governance & compliance review & manage, maintain & provide regular & accurate command centre information
- Take accountability for all command centre risk & compliance - taking care to identify all risks and remedy these ahead of need
- Ensure command centre risk, governance & regulatory compliance (always!)
Accountability: People
- Cascade the Command centre transformation agenda across the team and embed key messages in all that you do
- Coach & mentor the team
- Conduct peer reviews, testing, problem solving within and across the broader team
- Proactively attract, recruit, develop, retain, reward & deploy a diverse resource base aligned to an ever evolving tech environment (ahead of demand)
- Build a high performance team environment supported by strong people practices & routines within & across shift teams
- Accountable for the right people in the right roles! Always!
- Participate as a subject matter expert in the development & development planning of the broader command centre 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.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised.
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