Division Summary Global Production Services (GPS) forms part of the banks Technology Function, providing core technology infrastructure products and services to the banks global platform. The department is responsible for the provision of production services across the banks key technology systems and processes, service and support framework, architecture and planning, as well as key operational security controls. The GPS department is made up of 2 key areas, Production Services and Delivery Services covering the following core functions; Production Services:
Service Management (Service Delivery & Service Operations)
Infrastructure Operations (Infrastructure Operations & Service Assurance)
Application Management - IT for IT & HR (Application Support & Development)
Job Purpose To provide operational management and senior level technical support to the Network and Voice Services infrastructure teams. This role is the technical authority and escalation point within the ICBC Standard Bank business; including BAU operations, incident management, problem management, change management and new service requests. To provide communication and escalation of all major Network initiatives and/or outages in to ICBC Standard Bank and the Global Production Services (GPS) management team. Manages the relationship with any 3 rd parties providing connectivity services into the bank and conducts monthly service reviews to manage adherence to service level agreements. Measures adherence to existing processes, standards and guidelines, and where necessary, defines new operational processes. Provides assistance to the GPS Architecture team for new network-related designs and provides strong technical leadership and oversight of the implementation phase of network-related projects. Manage the 'Deploy and Operate' GPS process on behalf of the Business including Service, Operations and Service transition as per the GPS operating handbook. Provide technical knowledge to support the GPS portfolio management function and Business project requirements.
Key Responsibilities Responsible for the management and performance of the of the organisation's Network and Voice operations to satisfy service level agreements (SLA's), and operational level agreements (OLA's), with Lines of Business (LoB), and other Run The Bank (RTB), teams
Management escalation point for all incidents, problems, changes and break/fix issues
Managing relationships with 3 rd parties, including monthly service reviews, performance management and contract negotiation.
Ensuring the team have and maintain suitable technical skills to support the organisation's Network and Voice technology stack and its customer base
Define and produce any required policies, standards and guidelines for effective management of the network
Responsible for deployment of the Network technology stack and component items, including deployment planning, scheduling & control, installations, hardware & software lifecycle management, upgrades (including capacity, modifications & enhancements and end-of-life replacements), as applicable
Responsible for the scoping, costing & provision of third-party resources when additional resources are required for the deployment of the Network technology stack and component items
Develop & utilise support interfaces with other departments in the organisation as well as the broader IT group and GTI
Network technology stacks risk management with respect to identifying risk, reporting risk and mitigation \ resolving risk in support of the organisation's risk department and GTI's risk management governance. No acceptance of risk to be undertaken
Network technology stacks performance reporting against key performance indicators & metrics in support of GTI business management governance & the organisation's business management governance
Participate in & support architecture designs, roadmaps, planning & deployments
Providing support & technical escalation to regional support staff as required
Execute additional responsibilities &\or tasks as designated by operational management
Experience required to successfully perform the role:
5-10 years Networking experience
1-2 years vendor management experience
Knowledge: Specialist Skill - Acquires and develops the specialist and technical knowledge and skills to perform the role on an ongoing basis within the changing environment of the Bank. Business Knowledge and Contribution - Understands the broader business environment in which they work from an industry, organisation, Business Unit and role perspective. Risk Management - Identifies and manages risk within their area/s of influence and uses, develops and implements risk measurement and management systems, processes and policies within the business. Project Management - Develops and monitors courses of action (work plans) for themselves and others to ensure that work is completed in a controlled and efficient manner. Knowledge Management - Uses, develops and implements systems and processes to capture, manage and distribute up to date, accurate and readily accessible knowledge and information across the business, to a wide range of stakeholders.
Interpersonal: Delivering Results - effectively manages one's time and resources to ensure that objectives are achieved efficiently and on time. Serving Our Customers - provides customers with the products, services and solutions to suit their changing needs ensuring that they are based on sound business principles. Communicating with Impact - effectively applies verbal, nonverbal and written communication methods to achieve desired results. Presents ideas effectively to individuals or groups. Working in Teams - Understands team dynamics and uses a flexible interpersonal style to contribute to the effective functioning of teams and to the completion of team goals. Building Relationships - Develops and maintains ongoing working relationships, networks and partnerships to help achieve business goals through others (e.g. peers, functional partners, customers etc). Enabling Change - Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitates the implementation and acceptance of change within the workplace.
Personal: Global Mind Set - Working together with all ICBC Standard Bank regions to ensure a consistent infrastructure stack and globally consistent support function. Being Proactive - Strives to stay ahead by anticipating rather than reacting; ensures that their actions are always carefully considered. Resilience - Has confidence in their ability to achieve ambitious goals and celebrates success; never allows themselves to become arrogant. Problem Solving Style - Identifies clarifies/defines and works through challenges towards a defined outcome. Acting with Integrity - Lives the Bank's business model based on trust and integrity as perceived by our stakeholders, especially our customers. Personal Accountability - Takes full responsibility for their actions and the impact that you have on others; self-driven with a desire to continually grow and improve on their performance. Valuing Diversity - Demonstrates dignity of all people. Respects others and what the Bank stands for. Recognises that there are corresponding obligations associated with individual rights.
Knowledge, technical skills and expertise Primary: