Job Summary

• Oversee the operation and execution of 24 by 7 Command Centre Services & proactively leverage system capacity & service performance data to predict events, reduce event & failure recurrence & critical business failures. Leverage & implement future technologies, automation & orchestration tools to deliver quality operations. Command Centre services & accountabilities include but are not limited to: Service Monitoring (Proactive & Reactive) Incident & Event Management Data Analysis, Insights & Predictive capabilities  Technology Enablement (digitisation, automation)

Job Description

Command Centre Operations

• Deeply understand an aggregated view of all IT assets (includes technology stacks)
• Oversee, Execute & orchestrate operational processing (batch processing & scheduling) & monitoring in alignment with customer expectations
• Oversee operational processing & monitoring quality – taking accountability for meeting & or exceeding all SLA’s
• Implement centralised processing & batch scheduling services & deliver on the efficiency & effectiveness gains & targets for the organisation
• Leverage customer knowledge & understanding to recommend & implement new & or refined monitoring & processing services including collaborating with the engineering teams to configure command centre tooling & systems to deliver on new requirements
• Participate in the testing processes for all new / optimised command centre operations
• Provide a complete view of aggregated monitoring & service performance data including but not limited to (alerts, outages, past incidents etc.)
• Apply problem solving & critical thinking skills in analysing aggregated operational processing & monitoring information
• Translate analysis into key insights for business, Command Centre Operations & IT (e.g. predictive analytics) & provide recommendations for services, operational processes & technology optimisation, digitisation & automation
• Work with the data science & engineering teams to optimise monitoring & service performance data to further enable predictive capabilities
• Implement Digitization, Automation and Orchestration tools to drive efficiency in Command Centre operations and processing
• Facilitate incident resolution & participate in incident & problem management processes and provide critical data-driven insights & suggested remedial actions
• Leveraging technical expertise & data insights & analysis conducted, execute on the transformational agenda for the future of command centre by contributing to the design & implementation of automation strategies
• Achieve operational processing & monitoring (predictive capability) targets and objectives and continuously improve these aligned to progress along the transformation journey
• Act as the custodian of operations, processing & monitoring policies, practices, SLA’s and standards & implement effective document & knowledge management associated with these (updates, storage, communication etc.)
• Stay ahead of the curve on emerging operational processing, scheduling & monitoring technologies & practices and continuously leverage evolved knowledge & skill to influence the automation, optimisation, digitisation & predictive capabilities of the command centre

Accountability: Finance, Risk, Governance & Compliance

• Participate in risk, governance & compliance review & manage, maintain & provide regular & accurate command centre information
• Ensure risk, governance & regulatory compliance (always!) of all processing, scheduling & operations activity (own & coach & guide others)

Accountability: People

• Coach & mentor the broader command centre team
• Conduct peer reviews, testing, problem solving within and across the broader team
• Support the people change teams in the design of adoption processes (Customer, Employee & 3rd Party Adoption)

Education

• Bachelor’s Degree: Information Technology