Salary: Salary dependent upon experience
Job ID: 162028
Responsible for the Service Management of the Atom’s Core Banking Platform and associated Third Parties.
Oversee and manage the Bank’s Banking platform to deliver a 99.99% uptime
Develop an integrated Service Desk with Business Application Support to deliver a best in class service to colleagues across the Bank
Development of process to manage exceptions with documented process maps
Drive a program of continuous Service Improvement.
Implementation of Service Management framework to support a 24/7 Live Banking Operation.
Robust Incident and Problem management process to log monitor and escalate all cases to quick resolution with no repeat occurrences
Implementation and Management of Service reviews with outsourcing partners and 3rd parties
Experience of supporting 24/7 Live IT Operations in a financial services environment
Working knowledge of banking products and services
Good knowledge of Core banking applications and architecture
Experience in leading a multi skilled technical team in a customer centric environment
In depth Knowledge of the ITIL Framework
Working Knowledge of managing and outsourcing partners 3rd Parties
Good understanding of enterprise network and desktop architecture principles
Able to understand and direct the resolution to a wide range of technical incidents.
Reporting on KPI’s against contracted SLA’s
Working experience of operating a Service Desk and ITSM support tools
Working experience of ISO 9000 & ISO 20000
Experience of managing supplier relations with a Core Banking Provider
Operating Knowledge of Vendor Management & Selection processes
Degree Level or equivalent in technical based subject
Key Performance Indicators:
Cost of Failure