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  • Posted: Oct 6, 2014
    Deadline: Oct 16, 2014
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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...
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    IT Service Management Analyst

    • 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

    Method of Application

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