Careers at Sidian Bank

JOB PURPOSE

IT Service Desk function acts as a single point of contact between IT department and the business units for all incidents, service requests, change notifications and any other necessary communications.

The Service Desk Analyst will report to the Client Services Manager – IT, and will work closely with other members of the IT department to support all end users (Head Office Staff and branch users).

KEY RESPONSIBILITIES

• IT Support
• IT Service Management
• IT Communication and Relationship Management
• Risk & Compliance

IT Support

• Provide first level support for all hardware and software issues logged by users.
• Advise and educate users on appropriate action.
• Follow standard service desk procedures.
• Install and support user applications such as Office 365, Windows Operating system and Sidian Bank Applications.
• Work with IT suppliers as needed.
• Project work that involves first level support for new systems.

IT Service Management

• Log all service desk interactions and document issue resolution using the ITSM system.
• Identify and effectively prioritize situations requiring urgent attention.
• Consistently monitor the status of all logged incidents and requests and escalate to a higher resolution level when service level agreements are in breach.
• Escalating recurring incidents to Problem Management where the PM team will conduct a root cause analysis and find an ultimate solution to the incident.
• Maintain accurate inventory of all hardware and software resources and parts.
• Escalate incidents/service requests that cannot be resolved.

IT Communication and Relationship Management

• Acts as a single point of contact between the IT department and the business units for all incidents, service requests, change notifications, and any other necessary communications.
• Issue timely communication and status updates for critical and high incidents.
• Maintain excellent communication with all end users and other members of the technology department.

Risk & Compliance

• Attend training and maintain knowledge of and comply with all bank policies and procedures including Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules and regulations.
• Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required.
• Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
• Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion.  
• Avoid Misrepresentation and Malicious Reporting – knowingly making a false, fictitious or fraudulent representation e.g. statement, report, document.
• Avoid Tipping Off customers being investigated so as not to knowingly prejudice an investigation by disclosing information.
• Not provide advice or other assistance to individuals who attempt to violate or avoid Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or corporate policies.
• Respond to all AML/CFT/CPF queries when requested by the Compliance Unit to allow the bank to comply with the requirements of The Anti-Money Laundering and Combating Financing of Terrorism Amendment Act.
• Co – operate fully with regulators and law enforcement agents and make available required documents and information.

DECISION MAKING AUTHORITY

• Closure of incidents within SLA and follow up of escalated matters to closure.
• Escalation of recurring incidents to senior management after conducting a RCA.
• Enhancing operation excellence through exemplary quality of service.

ACADEMIC BACKGROUND

• University degree in Information Technology or Computer Science from a recognized university.

WORK EXPERIENCE

• A minimum of two (2) years working experience in IT and at least one (1) year of banking experience.
• Knowledge and experience on IT Service Desk practices

SKILLS & COMPETENCIES

• Able to work under pressure and meet deadlines.
• Attention to details.
• Able to manage priorities and tasks and time efficiently and demonstrate proactive approach to daily tasks.
• Good communication skills.

PROFESSIONAL CERTIFICATION REQUIRED

• Preferably ITIL Foundation certified

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JOB PURPOSE

Reporting to the Head of IT, the Client Service Manager oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure service support and service delivery processes are in place to meet business needs and champion the IT service culture within the bank. This position is a stakeholder facing role that requires establishing and managing expectations within the business and driving the IT team to achieve excellence.

KEY RESPONSIBILITIES

• IT Strategy Support
• IT Service Management
• IT Operations Management
• Communication & Relationship Management
• Team Management
• Service Portfolio Management
• Risk & Compliance

IT Strategy Support

• The Client Service Manager is the champion for designing systems and services for supporting    operational performance. Insights and observations from service operations should be shared during service strategy and design discussions.

IT Service Management

• Provide first line response for users requiring assistance with IT issues and respond to requests for technical assistance by phone, email and/or using a help desk management system.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Incident Management – actively involved in resolving the incidents, ensuring the service desk staff are aware of the incident and have instructions about how to communicate status and impact to clients.
• Problem management – Effective root cause analysis and elimination of recurring or multiple incidents, with timely workarounds in place when necessary. The service desk collects a large amount of information about the health of IT systems and services, including known issues, business impacts and the relationships between events and incidents. The Client Service Manager is responsible for ensuring service-desk insights are passed to problem managers and service owners to aid in prioritizing long-term fixes to issues.
• Change Management – BAU and project changes thoroughly assessed via the CAB process before implementation for business impact and scheduled appropriately.  Planned changes are one of the most common sources of service requests, user questions and incidents reported to the service desk. The Client Service Manager will work closely with change managers to understand planned changes and ensure the service desk staff has the information, access and resources required to support changes in the IT environment.
• Configuration management – Maintain a reliable database for asset tracking and relationships between configuration items valid and effective. 
• Release Management – Effective forward schedule plan with standard changes and project rollouts incorporated. Most major system releases require support from the service desk, both during the release transition and for post-release support. The Client Service Manager will work with release managers and project teams to ensure proper release-support plans and transition tasks are documented and the service desk is staffed appropriately to support the release.
• Capacity Management – Infrastructure resources monitored and remain within agreed tolerance for effective service delivery. 
• Availability Management – Maintenance windows agreed with the business, key services remain available when required 
• Service Level Management – Suppliers fulfill their contracted SLA requirements and in-house teams support the agreed OLA targets.

IT Operations Management

• Supplier management – ensure that IT suppliers and their performances are managed appropriately to support the seamless provision of quality products and services
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Supervising IT Operations teams to facilitate continual improvements in the IT environment.
• Collaborating with technical teams to ensure prompt resolution of reported issues and change requests.
• Service reporting – preparing reports on the results achieved both operationally, strategically and also reports on any developments related service level agreements.

Communication & Relationship Management

• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review.
• Ensures are satisfied with the services offered by the ICT team by minimizing business impacts of service failures, proactively monitoring ICT service, resolving incidents and requests with minimal delay and communicating with the end user in case of service outage.

Service Portfolio Management

• IT process evaluation – responsible for consistently analyzing processes for potential improvement options.
• IT assets and service catalogue management – responsible for making sure that there is an updated service catalog.
• Oversee the installation, configuration and management of applications on company approved devices.
• To manage the provision of IT hardware and software applications to all users within agreed service levels, ensuring that software licenses are distributed in accordance with software agreements.

Team Management

• Effectively deliver/manage ServiceDesk staff management including, mentoring, training, target setting and performance assessment.
• Oversee employees in different stages of the delivery process, even though they may not be their direct line manager. The service delivery manager holds all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.
• Provide Service Desk performance reports to IT management on a weekly/monthly basis.

Risk & Compliance

• Attend training and maintain knowledge of and comply with all bank policies and procedures including Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules and regulations.
• Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required.
• Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
• Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion.  
• Avoid Misrepresentation and Malicious Reporting – knowingly making a false, fictitious or fraudulent representation e.g. statement, report, document.
• Avoid Tipping Off customers being investigated so as not to knowingly prejudice an investigation by disclosing information.
• Not provide advice or other assistance to individuals who attempt to violate or avoid Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or corporate policies.
• Respond to all AML/CFT/CPF queries when requested by the Compliance Unit to allow the bank to comply with the requirements of The Anti-Money Laundering and Combating Financing of Terrorism Amendment Act.
• Co – operate fully with regulators and law enforcement agents and make available required documents and information.

DECISION MAKING AUTHORITY

The job holder is expected to engage with the senior management including the Executive to:

•  Understand business requirements, priorities and future strategies.
•  Negotiate and influence decision makers to agree to IT service levels which fulfill business requirements.
•  Communicate the performance of the IT services, and explain key issues affecting availability, performance and risk (and therefore, affecting the ability of Sidian to deliver its customer services) and recommended options for resolution       where appropriate.
• Allocation of resources within the unit – staff and other tools of trade.
• SLA parameter definitions
• Escalation matrix

ACADEMIC BACKGROUND

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.

WORK EXPERIENCE

• At least 5 years of experience working in IT Operations and overseeing IT Service Desk Teams.
• Sound knowledge of Information technology and related support architectures.
• Adequate understanding of the various computer processing systems within the Bank and the   applications of IT in business will be an added advantage.
• Knowledge in providing Service Level Agreements and Help Desk deliverables.

SKILLS & COMPETENCIES

• Proficiency in leading both physical and virtual teams
• Experience in dealing with third-party-provided services
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Expertise in people management and leadership
• The ability to deliver innovative solutions to large Service Desk problems.

PROFESSIONAL CERTIFICATION

• ITIL V3 or V4 certified
• ITIL Intermediate certification will be an added advantage.