Primary Location: ZA-Gauteng
Job Type: Permanent/Regular
Posting Range: 6 Jan 2014 - 17 Jan 2014
Description
To optimally support all ABSA applications across all
technology infrastructures irrespective of whether the applications are
developed in-house or purchased from external parties. This support is critical
for business units to function optimally. Establish and implement the necessary
frameworks to ensure sustainability of future developed
products.
Key Responsibilities
- Oversee
the activities of the application team to ensure effective delivery of
application support.
- Develop
a high performing team by embedding formal performance development and
informal coaching. Encourage frequent knowledge sharing between team
members.
- Determine
and analyse development needs for the team and ensure that identified
training requirements are budgeted for and executed.
- Establish
and maintain a succession plan for the team.
- Interview
and recruit new members of the team, including determining appropriate
compensation levels with input from Human Resources.
- Create
effective workforce and recruitment demand plans to ensure that current
and future business requirements can be met.
- Review
and update the department’s organisation structure and role description to
ensure that they are fit for purpose and contain all the accountabilities
of each team member.
- Motivate
to and obtain approval from the Manager: Production Support for any
additional headcount for the team.
- Approve
leave requests for team members and create leave plan to ensure adequate
coverage.
- When
required, initiate disciplinary processes for team members calling on
support from Human Resources when required.
- Resolve
grievances raised by team members and escalate if required.
- Address
poor performance of any team member through the formal Performance
Accelerator programme and ensure that continued poor performance is
appropriately dealt with.
- Motivate
team members and ensure that their efforts are recognised.
- Participate
in the creation and implementation of Employee Opinion Survey (EOS)
actions for the Application Support team.
- Allocate
duties to team members to achieve operational targets including
prioritisation and work schedules.
- Based
on gaps identified, motivate requests to the manager for additional
resources including people, budget and equipment.
- Obtain
a thorough understanding of the business unit’s strategy and explain it to
team members in such a way that they understand the contribution they have
to make.
- Explain
targets and take accountability for the monitoring and achievement of
performance objectives in the department in terms of employee
satisfaction, customer experience, cost performance, return on
investments, risk, compliance and governance requirements. Create
quarterly and monthly plans to ensure delivery for the year.
- Manage
departmental budgets including signing off of invoices and quotes within
mandate. Escalate out of budgets or items higher than approved mandate to
the next level manager.
- Rigorously
monitor expenditure against approved budgets and put measures in place to
address variances. Continuously identify areas for improved efficiency and
reduced cost.
- Conduct
basic statistical analysis to track performance variances and determine
the root causes of errors. Make recommendations for productivity or
process enhancements to process owners.
- Implement
productivity improvement measures by coaching staff on any new processes
or on their areas for improvement.
- Populate
balanced scorecards for the specific department on a monthly basis. Work
with the team to address shortcomings during next month.
- Participate
in the measurement and reporting of internal and external Service Level
Agreements on a monthly basis.
- Establish
and execute the forums to manage vendor and customers on an ongoing basis
- Manage
the adherence to industry standards and best practices
- Manage
the conformance to the required level of application software versions
according to architectural standards and ensure that the necessary risk
and control frameworks are in place to reduce audit findings where
possible
- Ensure
that staff and other resources comply to all Absa stipulated compliance
requirements
- Manage
the adherence to Absa internal Security and other standards
- Actively
participate in Forums like Enterprise Design Authority (EDA), Technical
Architecture Control (TAC) and IRP council to ensure effective management
of technology resources
- Provide
Management Information Systems (MIS) to ensure optimal execution of the
day to day run of the environment
- Monitor
the availability of the systems and applications according to agreed
Service Level Agreements (SLA) with the business
- Monitoring
of key systems and applications and ensure that they are fully integrated
into the central management environment
- Manage
the analysis of problems to resolution as per the agreed SLA's with the
business and action as per the Service Delivery escalation procedure to
all relevant stakeholders.
- Escalate
issues experienced in the application environment to senior management and
business interfacing areas
- Monitor
continual assurance of system performance within the business Service
Level Agreement and address potential capacity and performance constraints
timeously
- Manage
the problem and change process to ensure optimal availability of the
systems and minimal impact during changes.
- Address
issues that can impact the availably of systems and applications, by
applying risk management guidelines and ensure that effective controls are
in place to identify out of line situations
- Provide
leadership in addressing technology support issues
- Manage
security and operational risk on the applicable applications in order to
prevent unauthorised access to customer information.
- Maintain
and monitor the batch schedules and ensure that the applications are
available as per service level agreements (SLA).
- Implement
agreed Strategic Business Units (SBUs) requirements in connection with
their specific systems on topics such as stability, budget, changes and
enhancements etc to relevant applications within their area.
- Implement
and manage Service Level Agreements (SLAs) and Operational Level
Agreements (OLAs) by the delivering of effective business solutions
- Deliver
Customer Satisfaction service according to agreed SLA's through the agreed
governance framework
- Ensure
all internal Production Support processes are defined, documented,
defined, maintained and reviewed.
- Monitor
the attestation of templates as set out by the SOX categories and other
process frameworks, to manage the Production Support area within industry
best practices by implementing system
- Design,
implement and control operational processes and procedural documentation
to ensure optimal delivery of services through segregation of duties
- Continually
review processes and procedures e.g. the review of touch points with other
Service Delivery areas to eliminate issues that can impact business
services
- Ensure
conformance to processes in the areas to eliminate problems of
non-adherence
Competencies
- Planning
and organising
- Leading
and supervising
- Delivering
results and meeting customer expectations
- Adapting
and responding to change
- Persuading
and influencing
- Presenting
and communicating information
- Applying
expertise and technology
- Relating
and networking
Essential/Basic Qualifications
- NQF
Level 6: B Degree B Degree in relevant technical and management training
- 8
years experience in IT application support or project management
- 5
years experience in leading and managing a team across wide range of
technologies and cross functionalities
- 2 years
experience in service delivery, change management and problem management
on a global level
- 2
years experience in Vendor and SLA management
- Proficient
in MS Office (Word, Excel, PowerPoint and Outlook) and the Internet
- No
criminal record
Preferred Qualifications
- BSc
Information Systems or B degree in Business Management
- Preference
will be given to South African Citizens and Permanent residents of South
Africa in possession of proof of permanent resident status
General
- The
appointment will be made in line with the Divisional Employment Equity
strategy
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