Manager Command Centre

Job Title: Manager Command Centre

Location: Selby - Johannesburg, GP ZA (Primary)

Occupational Level: Senior Management

Job Category: IT Operations

Job Type: Permanent

Purpose:

As a Command Centre Manager, you will manage all monitoring of the core processes and systems for all payment streams, overseeing network, infrastructure, and systems functionality.

You will provide support and guidance, communicate with stakeholders, and coordinate incident resolution activities to ensure service level agreements are met.

Control and maintain costs and budgets regarding IT systems development, IT policies, and practices.

Lead and manage the command centre workforce, ensuring adherence to IT general controls around compliance with documented standards and procedures, including people management, training, and ensuring processes are followed as appropriate.

Communicate and resolve all outages efficiently and effectively, ensuring our IT systems are secure, consistent, and reliable.

Ensure regulatory frameworks are adhered to, continuously drive innovation and improvements, and provide thought leadership.

Build a high-performance team through regular individual and team engagement sessions, coaching, and developing to ensure talent retention.

Manage operational resilience and lead emergency task teams when required.

Key Responsibilities:

1. Stakeholder Management: Manage the delivery of internal and external stakeholder requirements / SLA's and resolve escalated issues. Prepare written proposals or presentations aimed at changing practices within or across business units to external clients. Negotiate with customers or suppliers over price, contracts, or services.
2. Strategic Alignment: Ensure team and individual goals are aligned to BU strategy and corporate scorecard, well documented, clearly understood, and regularly reviewed, cascading to all direct reports.
3. Initiatives / Projects for Continuous Improvement: Identify and scope opportunities for improvement / innovation. Deploy client or company-specific projects in line with company standards and in agreement with line manager. Align with new technology and processes.
4. Daily Operational Functions: Accountable for all aspects of day-to-day operations in the IT technology command centre. Provide leadership to ensure operational activities are completed and meet business needs. Proactively manage the identification and resolution of problems occurring in the operational environment to minimize or eliminate impact on business. Problem-solving of broad and complex issues, involving more than one area of the business, often requiring significant financial risk and board approval. Highlight anomalies and trends to both internal and external stakeholders. Update and maintain the sensitivity calendar and maintenance schedules. PASA & CSARB communication. Prepare management & customer reports.
5. Disaster Recovery / Operational Resilience: Ensure regular DR runs are scheduled and conducted. Provide and update external schedule for DR tests. Raise any concerns or highlight lessons learned. Maintain DR procedures for alternate sites / environments. Make necessary decisions to initiate alternate processing and solutions.

Qualifications / Knowledge:

1. Product and system knowledge.
2. Business process improvement.
3. Required computer literacy levels.
4. Payment processing.
5. A bachelor's degree or equivalent 3 years degree is preferred.
6. Cloud & technology knowledge and experience.
7. ITIL 4.
8. ITSM - Management.

Experience:

1. Mastery of the concepts and principles of a specialist field, ability to manage other professionals in this field.
2. Experience in payments systems and products.
3. Minimum 8 years' experience in the information technology field, including 5 years in a supervisory, team lead, or project manager capacity or an equivalent combination of education and experience.
4. Leadership or management experience with a maximum substitution of two years.
5. Proven experience as IT Operations Manager.
6. Experience with system installation, configuration, and analysis.
7. Thorough knowledge of networks, infrastructure, application, and cloud computing.
8. Knowledge of data protection operations and legislation (e.g. GDPR, PCI, POPIA).
9. Leadership and people management.
10. Ability to manage multiple projects and teams.
11. Excellent communication skills, both written and verbal.