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Stanbic IBTC Holdings PLC is a full service financial services group with a clear focus on three main business pillars - Corporate and Investment Banking, Personal and Business Banking and Wealth Management. Stanbic IBTC Bank legally became part of Standard Bank Group 24th August 2007. The Standard Bank Group merged its Nigerian operations, Stanbic Bank Nig...
• Meet SLA targets and deadline
• Ensure reduced number of incidents
• Successful implementations of projects supervised
Key responsibilities
• Supporting team track (in country) and remedy solution for internal customer support group and the business
• Real time monitoring and communication on critical bank’s services using ITM
• Afterhours resource management for IT
• Management of personal and departmental shared folder
• Ensures adherence to defined IT policies
• Monitoring and communication of service availability
• Manage the established change management process
• Develop adequate MIS reporting from service desk and team track database
• Coordination of DR exercise at mid-year interval
• Ensure strict compliance to IT ‘s change management
• Any other duties as may be assigned by Department Head & Team Leader.
Key Performance Indicators
Number of instances of non-compliance to policy
Customer satisfaction levels
Number of customer complaints
Compliance level to pre-agreed SLAs and OLAs
Number and value of sanctions received as a result of non compliance to IT policies
Zero Audit exceptions
Cycle time to resolve issues assigned by the Helpdesk.
Cycle time in the resolution of incident tracked on Remedy/Team track
Internal customer satisfaction level with IT support
Other KPIs identified by the Head, IT Service & Test Management
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