Team Lead, Operations Command Centre at Stanbic IBTC

Job ID: 34193
Location: Lagos Mainland, Lagos
Job Sector: Information Technology and Services

Job Details

• Information Technology: systems development, business analysis, architecture, project management, data warehousing, infrastructure, maintenance and production.

Job Purpose

• To provide an operational monitoring of production applications, servers, and network using a combination of monitoring tools to ensure availability.

Key Responsibilities/Accountabilities
Ensure not more than 5 significant incidents occur every week:

• Achieve an IT User Survey score of 7 out of 10
• Ensure closure time within 90% of agreed SLA for significant and general complaints
• Ensure service availability meets agreed targets
• Achieve a Remedy satisfaction survey rating of 3.5 out of 5

Develop a cost containment culture:

• License & Maintenance
• Staff Printing

Establish a control framework that guarantees visibility and reliability of our franchise:

• Satisfactory Audits (Internal & External)
• Resolve exceptions before due dates
• Ensure there is no vulnerability
• Emergency changes should not exceed 10% of total changes
• Successful DR exercises

Implement efficient and timely projects and changes to support key business objectives:

• Achieve 80% close out sign offs on pre-agreed deliverables (time, scope, cost) by all relevant stakeholders
• Score 90% on post implementation survey (conducted within a minimum of 3 months after project closure)
• Respond within 24hours to engage relevant parties once a work request is raised.

Relationships

• Impact the whole business line (PBB,CIB or CF)

Preferred Qualifications and Experience
Qualifications:

• First Degree - IT and Computer Sciences
• Preferred other qualifications, certifications or professional memberships
• IT professional certification/qualification

Experience:

• Information Technology
• Minimum of 4 years post qualification experience in a similar or related position.

Knowledge/Technical Skills/Expertise
IT Operations:

• Refers to the knowledge and experience required to ensure provision of application maintenance and support services. Support typically takes the form of investigating and resolving problems and providing information about the systems. It may also include monitoring their performance.

IT Systems:

• Knowledge and understanding of various IT systems and related configurations as applied within a specified business environment.

Technical Analysis:

• Knowledge and ability to analyse the design and application of software on one or more platforms and provide recommendation for addressing errors and to promote system enhancement.

IT Knowledge:

• Possesses a deep and broad knowledge base in fundamental IT technical skill sets. Stays informed on emerging trends.

Change Management:

• Refers to the knowledge and experience required to manage all changes to the components of a live infrastructure, from requests for change (RFC) through implementation and review, to support the continued availability, effectiveness and safety of the infrastructure.

Rollout Management:

• Refers to the knowledge and experience required to ensure the protection of the live environment and its services by using formal procedures and checks.