Stanbic IBTC Holdings is a member of Standard Bank Group which is Africa\u2019s largest banking group ranked by assets and earnings and has been in business for more than 150 years. It is a global Bank with African roots and has extensive operations in 19 African countries including South Africa and 12 countries outside Africa including key financial centers like Europe, United States and Asia making us one of the biggest banking networks in the continent. It operates in Nigeria as Stanbic IBTC Bank; a subsidiary of Stanbic IBTC Holdings.<\/p>\n
HEAD \u2013 PRODUCTION ASSURANCE (IT)<\/strong><\/p>\n POSITION DESCRIPTION<\/span><\/strong> Establish an accurate level of demand from the business units for IT services<\/span> and match to available solutions and services. Represent IT in annual planning and demand forecast<\/span> reviews. Perform Annual planning and demand forecast reviews.<\/p>\n KEY RESPONSIBILITIES <\/strong>
\nAct as the integral point of contact in IT for business and the service providers. The purpose is to build a long term partnership between IT and business through consistent Infrastructure and Application service delivery excellence, minimize risk and to maximise the scope of service provision.<\/p>\n
\nEnsures adherence to defined IT policies
\nLiaises with the outsourcing service provider\/vendors to ensure<\/span> that outsourced functions are carried out according to pre-agreed service level agreements
\nEnsures that the company\u2019s IT strategies and policies are being implemented
\nEnsure effective 24\u00d77 hourly monitoring of all services (including one off developments like RCCG website, CIPG, and other critical systems such as BankOne)
\nImplement auto-monitoring solution for all critical services
\nConvert existing Command Center to a high quality monitoring center with full screen wall for more efficient monitoring
\nManage all production issues to resolution, leveraging our 3rd party vendors where necessary
\nLiaise more closely with Group ASD. Ensure increased visibility to Nigeria customer impacting outages or service challenges. Log on team track where necessary.
\nEnsure smooth working relationship between country Production Assurance and GTO Production Assurance team
\nEnsure that all changes go through a rigorous CAB process that confirms testing results, user validation and required sign-offs
\nDrive thorough root cause analysis for all production issues and service outages
\nEnsure proper coverage for branch and campus support
\nProvide Weekly reports on exceptions in the network (ATMs or data links down for extensive periods, severe power outages)
\nProvide Weekly availability reports. Note exceptions
\nBenchmark service levels against other banks with a view to improving our services. Leverage ITIL expertise.
\nSolicit regular<\/span> feedback from Business and branches via weekly Service Fora and regular calls, on IT performance and areas of improvement
\nBe established as the go-to person for all IT production and service-related concerns<\/span>
\nEnsure that UBS team is kept a\u2014 of all information needed to manage customers efficiently on the front lines. This includes<\/span> knowledge of outages, recurring service issues, known system problems, etc
\nDevelop a proactive approach to IT support in all our Branches.
\nManage UBS team to carry out first level support on IT related issues in all the branches within the regions, Integrated Processing Centre (IPC) and Campuses
\nCo-ordinate the upgrade\/Downgrade and Configuration of Internet Explorer<\/span> for Finacle on users\u2019 systems.
\nDirect the repair\/installation and configuration of Finacle client applications<\/span> on desktops and notebook PCs.
\nPrudent management of Resources to carry out first level support on users\u2019 systems (workstations, scanners, printers, UPS, Inverters and other peripherals).
\nEnsure first level support on applications (Ms Operating system, MS Office suite, Finacle and Intranet applications) and online service availability during operational hours.
\nEngage<\/span> formally with BUs and branch principal Officers (BMs, RMs, ZOMs, ROMs, etc.)
\nConduct training\/workshop for UBS team & ATM Custodians\/BILOs respectively, minimum twice yearly
\nEnsure that all users\u2019 incidents\/requests are logged in Remedy Application and responded to promptly
\nEnforce compliance on keeping and maintaining log of activities in Server\/Communication room in branches.
\nBranch Rollout \u2013 Deployment of IT infrastructure (Link, LAN, Systems, Inverter\/UPS power & Peripherals) for new branches
\nDeployment of IT infrastructure (Link, LAN, Systems, Inverter\/UPS power & Peripherals) for ATMs and to branches when BUs relocate
\nEngage UBS team to ensure enterprise security compliance with respect to Patch and Antivirus Coverage, Patch and Antivirus Compliance, In-Active Users & Privilege Identities on systems bank-wide
\nMonitor the performance of the Branch IT infrastructure in terms of QoS, systems response time, etc.
\nMaintain clear and constant communication with the PBB IT Head regarding IT issues in UBSR team.
\nSupport new project deployment such as upgrade of Operating Systems and other applications, Inverter, UPS, etc.<\/p>\n