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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...
Act as the integral point of contact in IT for business and the service providers. The purpose is to build a long term partnership between IT and business through consistent Infrastructure and Application service delivery excellence, minimize risk and to maximise the scope of service provision.
Establish an accurate level of demand from the business units for IT services and match to available solutions and services. Represent IT in annual planning and demand forecast reviews. Perform Annual planning and demand forecast reviews.
Key responsibilities
Ensures adherence to defined IT policies
Liaises with the outsourcing service provider/vendors to ensure that outsourced functions are carried out according to pre-agreed service level agreements
Ensures that the company’s IT strategies and policies are being implemented
Ensure effective 24x7 hourly monitoring of all services (including one off developments like RCCG website, CIPG, and other critical systems such as BankOne)
Implement auto-monitoring solution for all critical services
Convert existing Command Center to a high quality monitoring center with full screen wall for more efficient monitoring
Manage all production issues to resolution, leveraging our 3rd party vendors where necessary
Liaise more closely with Group ASD. Ensure increased visibility to Nigeria customer impacting outages or service challenges. Log on team track where necessary.
Ensure smooth working relationship between country Production Assurance and GTO Production Assurance team
Ensure that all changes go through a rigorous CAB process that confirms testing results, user validation and required sign-offs
Drive thorough root cause analysis for all production issues and service outages
Ensure proper coverage for branch and campus support
Provide Weekly reports on exceptions in the network (ATMs or data links down for extensive periods, severe power outages)
Provide Weekly availability reports. Note exceptions
Benchmark service levels against other banks with a view to improving our services. Leverage ITIL expertise.
Solicit regular feedback from Business and branches via weekly Service Fora and regular calls, on IT performance and areas of improvement
Be established as the go-to person for all IT production and service-related concerns
Ensure that UBS team is kept abreast of all information needed to manage customers efficiently on the front lines. This includes knowledge of outages, recurring service issues, known system problems, etc
Develop a proactive approach to IT support in all our Branches.
Manage UBS team to carry out first level support on IT related issues in all the branches within the regions, Integrated Processing Centre (IPC) and Campuses
Co-ordinate the upgrade/Downgrade and Configuration of Internet Explorer for Finacle on users’ systems.
Direct the repair/installation and configuration of Finacle client applications on desktops and notebook PCs.
Prudent management of Resources to carry out first level support on users’ systems (workstations, scanners, printers, UPS, Inverters and other peripherals).
Ensure first level support on applications (Ms Operating system, MS Office suite, Finacle and Intranet applications) and online service availability during operational hours.
Engage formally with BUs and branch principal Officers (BMs, RMs, ZOMs, ROMs, etc.)
Conduct training/workshop for UBS team & ATM Custodians/BILOs respectively, minimum twice yearly
Ensure that all users’ incidents/requests are logged in Remedy Application and responded to promptly
Enforce compliance on keeping and maintaining log of activities in Server/Communication room in branches.
Branch Rollout – Deployment of IT infrastructure (Link, LAN, Systems, Inverter/UPS power & Peripherals) for new branches
Deployment of IT infrastructure (Link, LAN, Systems, Inverter/UPS power & Peripherals) for ATMs and to branches when BUs relocate
Engage UBS team to ensure enterprise security compliance with respect to Patch and Antivirus Coverage, Patch and Antivirus Compliance, In-Active Users & Privilege Identities on systems bank-wide
Monitor the performance of the Branch IT infrastructure in terms of QoS, systems response time, etc.
Maintain clear and constant communication with the PBB IT Head regarding IT issues in UBSR team.
Support new project deployment such as upgrade of Operating Systems and other applications, Inverter, UPS, etc.
Key performance measures
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
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
Number and value of sanctions received as a result of incorrect reports
Zero Audit exceptions
Other KPIs identified by the Group Head, Information Technology
Description
To provide an operational IT Security support to ensure that the bank is not compromised in anyway. The operation support includes anti-virus, intrusion detection, key management as well the delivery of and content scanning of all internet mail incoming and outgoing.
Ensuring that all incidents are responded to, actioned and resolved within the required MTTR. Also ensure that calls are escalated and communicated to the required support area and user.
It is imperative that the necessary housekeeping takes place on an hourly/ daily/weekly/monthly basis as per the job requirements.
Provide high level competency with regard to mainframe IT security systems
Key Responsibilities
Configure, install and support all security software
Responsible for administration of the firewall and monitoring of security tools & software including Active Directory, e-Pay, PayDirect, Equinox, Blackberry etc
Test and implement approval firewall rules
Support of Firewall, ISA, Mail Marshal, Blackberry, OWA,E-Mail, Encryption Tools, Mail Marshal, AD, Finacle, Anti Virus. SIEM, DAM, NAT tools
Testing of security software for new technologies
Generating, loading and maintaining the life cycle of all encryption keys for the Bank
Responding to and resolving all Firewall, ISA, Mail Marshal, Blackberry, OWA incidents
Administration and monitoring of Intrusion detection & intrusion prevention tools for workstations and servers
Provide comprehensive administration procedures
Provide professional auditing and tracing capabilities.
Provide security monitoring and information gathering.
Provide 24-hour assistance to Production environment.
Suuport for Business in managing all IT operations related issues.
Key Performance Measures
Number of instances of non-compliance to policy and procedure
Number of awareness sessions held across the bank
Number of security reports to senior management and the Board.
IT Audit rating by Internal Audit, Routine Control, and external audit
Percentage of SLA met versus total number of incidents and work requests logged.
No service impact
Reduced number of incidents
Successful implementations of change request on the on Finacle, PayDirect , Firewalls, ISA, OWA ,MM
Meet deadlines
Meet SLA targets
Maintain a logically structured security database.
Ensure that there are no service disruptions due to access denial.
Ensure no service disruption due to maintenance of the security database.
Ensure the training of capable security administration staff.
Professional assistance to large projects in relation to security requirements.
Adequate knowledge of security principles and procedures.
Important Relationships
End users
Risk Management
Financial Crime Control Unit
LAN Administrators / Active Directory Team
Unix team
Firewall team
Software vendors
Auditors
Group IT Security
Infrastructure / Production / Application/ RIS Team
Main Purpose of the Job
• Application Support Management-Responsible for the Support and Administration of the Bank Application (Finacle & Pricing & Reports) and Services (UNIX) used by the Production for business continuity.
• Application maintenance Management -Management and Delivery of content and Services Online; tracking and ensuring all application defects and requirement are promptly resolve.
Key Responsibilities
• Providing capacity planning, monitoring, and maintenance of the Bank Application (Finacle & Pricing & Reports etc)
• Understanding, in depth, the business processes supported by the Bank Application (Finacle & Pricing & Reports etc)
• To maintain production environments relating to online services. This will include development, DR and production Applications.
• To ensure that applications are maintained in a manner that supports delivery of services to multiple platforms(Peripherals) , resilience, and performance
• To ensure continuity of the business processes supported by one or many applications / services
• Ensuring continuity and quality by owning the resolution of issues across platforms. Tracking progress and escalating as appropriate unless resolution reached
• To ensure standards and guidelines are applied and maintained across applications for administration, deployment and monitoring over a range of platforms that largely comprises Bank standard Process flow. This includes applications, web server components and databases
• To ensure applications and services processes and outputs are error free and complete
• Identifying faults and issues and recommending appropriate paths to resolution, and fixing as appropriate
• Ensuring appropriate contingency/workaround procedures are in place for process failure or defect pending resolution ensuring business continuity
• Managing change control (CR) implications for designated Application
• Contributing to process development and best practice. Looking at new ways to improve resilience, performance levels and supportability
• To ensure that applications and related services are documented and kept in a path accessible by the Team
• To establish and maintain effective working relationships with all stakeholders
• Reviewing and ensuring complete and appropriate handover of documentation prior to operational acceptance of new or changed applications
• To undertake advanced administration tasks as required e.g. to support problem resolution
• To support the development teams and the 24/7 group in deploying applications and solving problems and
• To participate in the on-call support to the 24/7 team
• Manages and meeting weekly with Application Vendors to review and provide resolution to End users issue. Evaluating Remedy incidence/work request and tracking issues
Key Performance Measures
• Percentage uptime of application systems and software
• Number of user-reported application-related issues resolved
• IT Audit rating by Internal Audit, Routine Control, and external audit
• No service impact as a result of application issue
• Reduced number of incidents
• Successful resolution of applications issue
• Successful guidance(Businesswise and technically) on application usage and module functionalities
• Meet deadlines on task assigned
• Ensure that service disruptions due to system downtime are minimized
Key Applications to Support and maintain
PRIMARY
1. CRM-CIF
2. LIABILITY (CASA,TD, ISLAMIC DEPOSIT)
3. GL
4. PRICING
5. ESB - RCM
6. PRAGMATIC
7. CLIREC
8. CABAL
9. SAP HR
10. DATASTORE
11. EOD/EOM/EOY
12. REPORT
SECONDARY
1.CRM-ORIGINATION
2.ASSET (LOAN,OD,TOD,LMS,ISLAMIC LOAN)
3.AML
4.CREDIT REF
5.CREDIT REG
6.HP&L
7.PAS
8.PRIME
9.ACH
10.E-COLLECTION
11.SPREADPAC
12.RTGS
13.CLEARING
14.GORI
15.MOD
16.NIBSS/NACS
17.MAVEN
18.ODW
Important Relationships
• End users
• Infrastructure Team
• Production Team
• Application support team
• Functional Support team
• Business units
• Exchange team
• IT Security Team
• Software vendors
Job purpose
• Assists in managing the design, delivery and support for data/voice networks, LAN/WAN
• Assists in the implementation and administration of networks, communication and all equipment pertaining to.
Key responsibilities
Ensures adherence to defined IT policies
Liaises with the outsourcing service provider/vendors to ensure that outsourced functions are carried out according to pre-agreed service level agreements
Ensures that the company’s IT strategies and policies are being implemented
Assists in managing the Cisco and related telecoms issues and infrastructure in branch and campus locations
Supports network/communications related incidents assigned by the help desk/user support officers
Prepares reports for Head Infrastructure or Team lead as required
Assists in maintaining network/communications related equipment
Assist in the configuration and installation of Cisco routers and switches
Monitor all branch links to ensure availability is in line with agreed SLAS.
Follow up on all data communications transactions with consultants and liaise with vendors on network related issues.
Liaise with Stanbic Africa Network support centre for all network related issues.
Liaise with the unit head in taking necessary and prompt corrective action to ensure the objectives of the unit.
Any other duties as may be assigned by Team Lead or Head Infrastructure
Key performance measures
Customer satisfaction levels
Number of customer complaints
Number of unreconciled items
Compliance level of OSP to pre-agreed SLAs
Number and value of sanctions received as a result of incorrect reports
Cycle time to resolve issues assigned by the Helpdesk.
Internal customer satisfaction level with IT support
Network availability Reports
Other KPIs identified by the Group Head, Information Technology
Job purpose
Key responsibilities
Deployment and operation of the infrastructure environment spanning data centres, network, mainframe, open systems and distributed environments. In addition to this, systems management, capacity management, and disaster recovery functions are also provided.
Understand the overall Business strategy and IT strategy.
Working closely with executive management (both Exco and Manco) on IT related services.
Drive standardization of platforms and solutions
Dynamic application of support capabilities
Optimize value derived from internal (GTO) and external service agreements
Manage the Infrastructure team and ensure that related initiatives and projects are implemented successfully.
Ensure DR capability is fit for purpose Design principles
Improve Service through targeted Improvement Programs
Standardise and Optimise service offerings across all locations
Optimise Production Assurance Service Cost
Ensures adherence to defined IT policies
Liaises with the outsourcing service provider/vendors to ensure that outsourced functions are carried out according to pre-agreed service level agreements
Ensures that the company’s IT strategies and policies are being implemented
Ensure effective 24x7 hourly monitoring of all services
Manage all production issues to resolution, leveraging our 3rd party vendors where necessary
Liaise more closely with Group ASD, GTO and other matrix partners. Ensure increased visibility to Nigeria customer impacting outages or service challenges.
Drive thorough root cause analysis for all production issues and service outages
Participate in the IT budget process and prepare Unit Budget
Manage Costs within the Business management Unit
Key performance measures
Customer satisfaction levels
Stability of IT infrastructure
Forecasting and Capacity management planning of IT infrastructure
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
Other KPIs identified by the Group Head, Information Technology
Interested and suitably qualified candidates should use links below to apply.
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