**Job Purpose **Key Responsibilities **- Take ownership of issues and lead the collaboration with multiple teams within GT, systems owners, users and/or vendor, where applicable, to facilitate the incident/ problem troubleshooting/resolution, root cause analyses, recovery and restoration and change management process in accordance with the established SOP and within the stipulated SLAs.- Review the incident/ problem diagnosis and analysis and provide feedback to the team and relevant stakeholders on the fixes/ changes and where necessary, escalate to superior for review or next action/ decision.- Track closure of all reported incidents and problems and ensure that tickets/ incidents beyond the scope are escalated accordingly for immediate action on a timely manner.- Lead the collaboration with development teams and vendor, where applicable, to identify and implement workarounds for technical gaps, problems and risks that arise throughout the development lifecycle including performing and managing system maintenance activities in SIT/UAT/regression testing, production, and disaster recovery environment.- Manage the support arrangement for planned and unplanned activities and resource work schedules.- Act as a central point of contact with key users and vendors and enforce adherence to SLA.- Provide accurate and timely operational and management reports and information as required by management, business stakeholders, auditors, regulators, etc.- Facilitate collaboration with other pillars within GT to drive improvement in IT support operations, processes as well as share best practices.- Coach and manage the performance deliverables and quality of the team.**Job Specification ***Qualifications**:- (Basic Degree/Diploma etc.) _- Bachelor's Degree in Computer Science, Information Technology or related discipline- Professional Qualification and/or Regulatory, Licensing requirements- ITIL V3 Foundation Certification (Added Advantage)- Relevant Work Experience- Minimum 6 - 8 years of experience in IT production support operations in commercial, service-based or vendor organisation or established banks/ financial institutions- Proven ability in evaluating impact and severity of incidents by defining or understanding the problem statement- Experience working in a collaborative multi-disciplinary and international environment- Experience in Debit Card, SST business are added advantages**Required Competencies and Skills *Competencies/Skills- (Essential to succeed in this job)Technical/Functional skills- Experience in Mainframe- Programming Languages: Cobol, Assembler, JCL, CICS- Knowledge: SST, Debit Card, MyDebit- Critical Applications relating to OCM24 and Consumer Banking- Incident, Problem and Change Management Practices- ITIL Framework- Software Development Life Cycle (SDLC) Framework and Practices- IT Monitoring Tools and Automation Processes- Banking Functions and Operating Environment- Local and International Regulatory Requirements and Guidelines- Technology Risk Drivers- Business Awareness- Analytical- Troubleshooting- Problem-SolvingNon-Technical Skills- Team Leading- Coaching- Customer and Service Oriented- Stakeholder Management- Change Management- Troubleshooting, Investigation and Diagnostic- Analytical- Problem Solving- Collaboration- Communication
