Description
Job Description
Role:
- Apply analytical skills, and working with Data Centre Operations, resolve problems and incidents of varying complexity to enable the operation to continue to run and deliver service effectively by eradicating recurrences with the minimum disruption to the business.
- Accurately capture and analyse computer performance measured against agreed targets to identify service shortcomings and agree appropriate solutions.
- Participate in Major Incident Reviews and Service Improvement Programs as required.
- Demonstrate an excellent understanding of the IT systems of the Group and their associated operations support requirements.
- Adhere to the HTS Quality standards regarding Closure of incidents, handling of problem tickets and root cause incidents.
- Ensure proper change controls/approvals are in place before code/fixes are released into Live.
- Understand IT Business Continuity and Disaster Recovery procedures for the services.
- Undertake change implementations and the risk analysis of changes to meet the goal of improved platform and service availability in accordance with the Change Management Policy.
- For new solutions ensure achievable migration plans are created taking due consideration of existing service requirements.
- Understand the user base of the system and their service requirements ie, 24x7 support handover.
- Ensure that processes are being adhered to by the change raisers and service agreement managers, reviewing reports and escalating non-conformance issues to management.
- Implementation of new releases to the systems using the standard release procedures.
- Follow proper escalation process as outlined within the team.
- Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
- Ability to work independently and resolve queries & incidents during office/out-of-office hours.
- Integrate with the Global Support teams to provide a seamless 24x7 service within the Group systems.
- Manage relationships and collaborative working effectively.
- Involved in concurrent projects and resources that vary in scale and complexity to meet changing objectives within RtB.
- Manage costs, ensuring that all planned projects are delivered on time, within the budget and resource allocated.
- Complete other responsibilities, as assigned.
- Consultancy to other teams
The ideal candidate for this role will have:
- Knowledge of SWIFT messaging
- Experience working on Mission critical IT payment processing systems
- Past working experience in Production support
- Experience of using WebSphere MQ, WebSphere Application Service, Oracle Database, Linux.
- ITIL, SIGMA is desirable but not essential
- Proven experience of supporting the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers
- Proven experience of working with others to deliver exceptional performance and long terms results
- A flexible and adaptable style with experience of developing yourself, and assisting others
- Supported project teams/managers, showing an understanding of the basic principles of project management