Company Description
Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
Job Description
To maintain service and application stability, availability and reliability through the facilitation of the various Service Management processes and associated activities. To provide level two technical support coupled with business or domain knowledge to ensure continued and quality service across geographies. Interpret complex cross functional and multi-geography data and provide recommendations to improve technology resilience
Qualifications
Bachelor's Degree in Information Technology
Additional Information
Experience:
- 5-7 years: Experience gained in providing level 2 technical support to an area of the business. Gain understanding and experience of the various disciplines within technology and how these relate to each other.
- 5-7 years: Proven experience in application of service management processes and frameworks
Key Responsibilities:
- Coordinate technical teams and drive the operational execution of the incident management process, determine the level of risk and liaising with relevant technical teams. Make recommendations and obtain the necessary permissions, outside of the mandate, to make changes to processes or applications enabling the most effective response for the resolution of incidents raised.
- Drive root cause analysis related to major incidents and stability trends of services, identifying and making recommendations for incremental improvement by engaging with the execution teams.
- Facilitate investigations, conduct root cause analyses on identified incidents and drive remediation to ensure the problem is resolved.
- Participate in service design by providing insights and learnings from both a technical as well as a business knowledge perspective, influencing the information technology architecture roadmaps.
- Perform the assigned role during any major incident as defined by the major incident management framework, ensuring that all efforts related to major incident are communicated and that the technical teams and the business are aligned with respect to the incident at hand.
Behavioural Competencies:
- Articulating Information
- Checking Things
- Developing Strategies
- Establishing Rapport
- Examining Information
Technical Competencies:
- Application Knowledge for Support
- Data Analysis and Inference
- Service Management Processes
- Stakeholder Management (IT)
- Trouble Shooting
Top Skills
What We Do
As a brand with a legacy of 161 years in Africa, we have a deep understanding and belief in the boundless opportunities that this continent presents. Our vision extends beyond mere geography; it encompasses a profound recognition of the potential for growth that resonates within our people, customers, entrepreneurs, and all who share our unwavering commitment and passion for investing in Africa. With a presence in 20 countries across sub-Saharan Africa, we have cultivated a diverse community of the most skilled, innovative, and creative minds in the industry. Our purpose is to drive Africa's growth, acting as a catalyst for inclusive and sustainable economic development in the regions we serve. We strive to improve the lives of our fellow Africans by conducting business in an ethical and responsible manner. As a trusted partner, we consistently set higher standards and aspire to become better with each endeavour. We are more than just a banking institution; we are a driving force behind Africa's growth. Join us on this transformative journey. Together, we have the collective power to propel Africa into the future, making tangible progress for all who proudly call Africa home.
