Description
Responsible for maintaining production service levels, which includes providing superior support for all Bank services and applications. Ensure proactive service monitoring of alerts for infrastructure and applications, as well as operational readiness. Maintain specialized skills for services, applications, and infrastructure support. Maintain responsiveness to business needs, ensuring customer satisfaction and continued communication with customers, staff, and management.
Major Accountabilities
Maintain all service delivery operations and service levels for applications, services, and systems in all environments.
Isolate, diagnose, and restore business operations in a timely fashion.
Perform change, release, incident, and problem management activities to support these processes in all regions.
Maintain proactive health-check operations, service monitoring alerts, and comprehensive configuration documentation for all environments.
Service management, including defining and maintaining infrastructure and administrative and operations processes (run-books, support procedures, etc.).
Analyze security patches and perform risk assessment. Engineer SMS packages to deploy those security packages following SDLC process.
Maintain and enforce standardized, repeatable, administrative and operational policies and procedures.
Monitor all server and system software activity to ensure service availability.
Provide 24/7 on-site, on-call, and weekend maintenance support to maintain service levels and to ensure proactive response to alerts or service requests.
Provide skill-set knowledge transfer that ensures necessary cross-training of other staff members.
Perform ad hoc responsibilities and duties as assigned.