Business Segment: Business & Commercial Banking
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
Adhere to and apply defined standards, tools and frameworks ensuring achievement of service stability for the business line or corporate function across all marketsApply common communication standards when communicating to business stakeholders during high impact service impact and restoration eventsCapture all relevant service-related information using the relevant service management tools enabling reporting which is both accurate and reliableCommunicate and manage all changes within the function as well as externally to the relevant area to ensure effective understanding and use of the serviceCoordinate 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.Define and maintain runbooks and associated Configuration Management system details.Drive change management governance and participate in change process, assessing and communicating service risks and the potential impact of planned production changes across all markets in the Group to preserve stability Qualifications Minimum Qualifications Type of Qualification: First Degree
Field of Study: Information Studies
Type of Qualification: First Degree
Field of Study: Information Technology
Experience Required Delivery Enablement
Technology
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
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