A Leading commercial bank is seeking to engage the services of a senior professional in the capacity of PRODUCTION SUPPORT MANAGER who will be responsible for ensuring effective service is provided to various Business Units that use Filenet / imaging and workflow example Vaf, Homeloans, Branches and OSS.\n\n

Preferred Qualification and Experience

Matriculation
Relative B Diploma or Degree
ITIL Foundation Certificate or better
Management diploma / courses a plus
Filenet an advantage
Oracle an advantage

Knowledge/Technical Skills/Expertise

Production Manager (Managerial Role)

Experience

5 or more years of work experience in Information Technology or business environment

Experience in

Project management and proficiency of at least one project management methodology

Required Knowledge of

IT processes definition, implementation and on-going support
Relative production area
Bank\'s computer systems and a working knowledge of the branch/head office environments
Systems output and how these are used by branches

Required Understanding of

The Bank\'s Auditing, Accounting, Central Services and other Head Office functions
Testing standards and scenarios for user acceptance tests
Applications environment, database, batch, data management and infrastructure capabilities and constraints
Mainframe, Wintel UNIX environments, inter-dependencies and integration methodologies, Filenet
Financial industry, especially banking

\n\n

Job Purpose

To ensure effective service is provided to various Business Units that use Filenet / imaging and workflow example Vaf, Homeloans, Branches and OSS.
To perform the role as a bridge between the business unit, organisational stakeholders and the support team
To support, drive and resolution of all incidents.
To adhere and maintain production standards

Key Responsibilities/Accountabilities

Accountability
Production Support Manager is accountable for:
 

Release and Change governance compliance
Ensure that each project is effectively structured to achieve specific goals with the assistance and involvement of the Project management Office
Effective management of
Changes to the proposed migration is sanctioned and approved by Steering Committee.
Any deletions and additions to the project is managed and governed by the agreed framework and governance structures for the program

Key responsibilities
Plan/Organise
 

Effectively plan, organise, drive, and ensure the resolution of all incidents for the business and technical areas in Production
Effectively plan, organise, direct and control the maintenance and support of the various applications in order to provide a stable platform for the organisation in accordance with Service Level Agreements
Constantly perform technical impact and risk analysis on the projects for dependencies with regard to critical milestones and key deliverables
Assist with alignment of evolving IT strategies and internal procedures specific to IT and ensuring that quality goals are achieved
Understand and manage the risk if any are identified due to projects

Deliver Support

Manage Stakeholders
Participate in organisation-wide Release Management and Change Management processes and standards forums
Maintain a productive and collaborative relationship with Internal Audit
Represent the area or division in all relevant business forums e.g. Release Exco, CAB etc.
Engage with business to resolve long outstanding issues that have a direct impact on the service provided.
Ensure two-way communication between businesses and the area or division
Facilitate the engagement from external vendors where the relationship resides within the business units
Manage Delivery Support
Ensure resolution of Critical, High and medium incidents
Timely escalation of issues
Provide support and adhere to policies and guidelines as agreed with the Service Management Group to enable the area to reach its targetsProvide guidance and support to projects and employees with respect to problem solving
Influence short to medium-term technology solutions, investigate possibilities and make recommendations
Contribute and suggest improvements to work processes and methodologies (internally and externally).
Resolve technical versus functional conflicts and/or make recommendations
Assist in providing guidance to all parties for actions necessary to achieve process compliance
Identify areas for improvement; advise with respect to capacity planning, streamlining and better methods.
Minimize customer impact with all process and quality control
Ensure that the test environment is similar to the Production environment by ensuring the correct versions of applications are installed
Ensure correct resources from Business applications are available and effective
Review the risk associated with the area or division and how risks are mitigated
Monitor evaluate
Monitor SLA, OLA and SIP with internal customers
Ensure that statistics are updated and available for Management on Team Track as required by Management
Ensure that accurate and professional updates are provided on the incidents

 
Key performance measure

Perspective
Objective
IT BSC Measure

Internal and external relationships
Develops, enhances and manages relationships with:

Executive
Senior Management
Relevant Business Heads
Relevant Test Heads
Project Managers
Relevant Business Specialists
Relevant Portfolio Managers
BIO (Business Information Officers)