Manager Major Incident Level 2

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Manager Major Incident Level 2

Apply remote type: Hybrid, locations: Randburg, time type: Full time, posted on: Posted 4 Days Ago, time left to apply: End Date: March 4, 2025 (23 hours left to apply), job requisition id: R-15972358

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

Oversee the operation and execution of 24 by 7 Command Centre Services & proactively leverage system capacity & service performance data to predict events, reduce event & failure recurrence & critical business failures. Leverage & implement future technologies, automation & orchestration tools to deliver quality operations. Command Centre services & accountabilities include but are not limited to:

1. Service Monitoring (Proactive & Reactive)
2. Incident & Event Management
3. Data Analysis, Insights & Predictive capabilities
4. Technology Enablement (digitisation, automation)

Job Description

Command Centre Operations:

1. Deeply understand an aggregated view of all IT assets (includes technology stacks).
2. Oversee, execute & orchestrate operational processing (batch processing & scheduling) & monitoring in alignment with customer expectations.
3. Oversee operational processing & monitoring quality – taking accountability for meeting & exceeding all SLAs.
4. Implement centralised processing & batch scheduling services & deliver on the efficiency & effectiveness gains & targets for the organisation.
5. Leverage customer knowledge & understanding to recommend & implement new & refined monitoring & processing services including collaborating with engineering teams to configure command centre tooling & systems to deliver on new requirements.
6. Participate in the testing processes for all new / optimised command centre operations.
7. Provide a complete view of aggregated monitoring & service performance data including but not limited to (alerts, outages, past incidents etc.).
8. Apply problem-solving & critical thinking skills in analysing aggregated operational processing & monitoring information.
9. Translate analysis into key insights for business, Command Centre Operations & IT (e.g. predictive analytics) & provide recommendations for services, operational processes & technology optimisation, digitisation & automation.
10. Work with the data science & engineering teams to optimise monitoring & service performance data to further enable predictive capabilities.
11. Implement Digitization, Automation and Orchestration tools to drive efficiency in Command Centre operations and processing.
12. Facilitate incident resolution & participate in incident & problem management processes and provide critical data-driven insights & suggested remedial actions.
13. Leverage technical expertise & data insights & analysis conducted to execute on the transformational agenda for the future of command centre by contributing to the design & implementation of automation strategies.
14. Achieve operational processing & monitoring (predictive capability) targets and objectives and continuously improve these aligned to progress along the transformation journey.
15. Act as the custodian of operations, processing & monitoring policies, practices, SLAs and standards & implement effective document & knowledge management associated with these (updates, storage, communication etc.).
16. Stay ahead of the curve on emerging operational processing, scheduling & monitoring technologies & practices and continuously leverage evolved knowledge & skill to influence the automation, optimisation, digitisation & predictive capabilities of the command centre.

Accountability: Finance, Risk, Governance & Compliance

1. Participate in risk, governance & compliance review & manage, maintain & provide regular & accurate command centre information.
2. Ensure risk, governance & regulatory compliance (always!) of all processing, scheduling & operations activity (own & coach & guide others).

Accountability: People

1. Coach & mentor the broader command centre team.
2. Conduct peer reviews, testing, problem solving within and across the broader team.
3. 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.

About Us

Absa Group Limited (“Absa Group”) is listed on the Johannesburg Stock Exchange and is one of Africa’s largest diversified financial services groups.

Absa Group offers an integrated set of products and services across personal and business banking, corporate and investment banking, wealth and investment management and insurance.

Absa Group owns majority stakes in banks in Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania (Absa Bank Tanzania and National Bank of Commerce), Uganda and Zambia and has insurance operations in Botswana, Kenya, Mozambique, South Africa and Zambia. Absa also has representative offices in China, Namibia, Nigeria and the United States, as well as securities entities in the United Kingdom and the United States, along with technology support colleagues in the Czech Republic.