Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for an experienced Computer Operator to join our dedicated team at our Johannesburg offices. Standard Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.
Job Purpose
To support availability of business services through detection, diagnosis and management of IT events.
Responsible for the day to day operation of the organisations computers including incident and event handling, availability and performance monitoring, routine start up and close down and routine backup and restore according to company procedures and standards.
Responsible for the day to day operation of the organisations computers including incident and event handling, availability and performance monitoring, routine start up and close down and routine backup and restore according to company procedures and standards.
Key Responsibilities/Accountabilities
Detection and recording of events and incidents
Investigation and diagnosis (Level 1 Support)
Resolution through repeatable, authorized and non-complex procedures
Classification of incident priority
Functional escalation to Level 2 Support
Hierarchical escalation to Service Managers
Manage adherence to the Event Management process
Ensuring operational delivery of service monitoring in line with Service Level Agreements (SLAs)
Manage adhoc operational requests from internal and external stakeholders (such as, Mastercard, BankServ, etc.)
Escalation of events and incidents as per defined Escalation Path
Monitoring the stability and availability of business critical services (E.G. batch processing, file delivery)
Physical hardware intervention per standard procedure
Escorting support personnel and vendors into Data Centre
Highlighting repeat or dated alerts to Event Management team
Populating accurate, comprehensive and applicable Event and Incident records into overnight reports
Administrative activities relating to shift handover and other operational requirements
Knowledge transfer from Level 2 Support to improve range of authorized Level 1 Support activities.
Identification of activity or information that is not compliant with the Service Monitoring framework or impedes the Service Monitoring function.
Investigation and diagnosis (Level 1 Support)
Resolution through repeatable, authorized and non-complex procedures
Classification of incident priority
Functional escalation to Level 2 Support
Hierarchical escalation to Service Managers
Manage adherence to the Event Management process
Ensuring operational delivery of service monitoring in line with Service Level Agreements (SLAs)
Manage adhoc operational requests from internal and external stakeholders (such as, Mastercard, BankServ, etc.)
Escalation of events and incidents as per defined Escalation Path
Monitoring the stability and availability of business critical services (E.G. batch processing, file delivery)
Physical hardware intervention per standard procedure
Escorting support personnel and vendors into Data Centre
Highlighting repeat or dated alerts to Event Management team
Populating accurate, comprehensive and applicable Event and Incident records into overnight reports
Administrative activities relating to shift handover and other operational requirements
Knowledge transfer from Level 2 Support to improve range of authorized Level 1 Support activities.
Identification of activity or information that is not compliant with the Service Monitoring framework or impedes the Service Monitoring function.
Preferred Qualification and Experience
Matric
Working in a team.
Working with IT systems.
Dealing with customers.
Working in a team.
Working with IT systems.
Dealing with customers.
Knowledge/Technical Skills/Expertise
• Awareness of Standard Bank business priorities, objectives and business drivers.
• Awareness of the role IT plays in enabling the business objectives to be met.
• Good knowledge of the ITIL Event Management process
• Full understanding of the Standard Bank specific Systems Monitoring process.
• Full understanding of the Standard Bank specific Event Management process and escalation paths.
• Good understanding of the IT infrastructure environment that support business services.
• Good understanding of the application environment that supports business services.
• Excellent knowledge of the monitoring tools prescribed used to support the Service Monitoring processes
Computer Operator, Johannesburg
• Awareness of the role IT plays in enabling the business objectives to be met.
• Good knowledge of the ITIL Event Management process
• Full understanding of the Standard Bank specific Systems Monitoring process.
• Full understanding of the Standard Bank specific Event Management process and escalation paths.
• Good understanding of the IT infrastructure environment that support business services.
• Good understanding of the application environment that supports business services.
• Excellent knowledge of the monitoring tools prescribed used to support the Service Monitoring processes
