Support Services Specialist at Barclays Africa Group Limited

Job Description
This role is responsible for providing 24X7 support, all hardware and software products to VIP’s, used in the operational production environment, across the various estates, potentially across multiple time zones, and within the scope of work of the role.

Overall purpose of role

This role will support the CIB Alice Lane Campus. The candidate will be: Responsible for inception, planning, and delivery of VIP support and associated leadership and management tasks. High Level of Incident and Escalation Management Continual Business Engagement with heads of business and representation of IT Tier 13 Support on all CIB related incidents and requests To ensure key stakeholders are supported with exceptional service.

Accountability:

• Manage the Business
•  Drive exceptionally high levels of productivity and efficiency within the core responsibility areas.
•  Understand our customers’ needs and pursue the success of our clients, enabling seamless delivery
•  Ability to objectives into activity, for the greater team, in order to reach desired end state  Driving innovation
•  Ensure minimal duplication of effort, maximum efficiency and to maximize value for money.
•  Repeatedly analyze effectiveness of processes, systems and technologies used in the department and make recommendations for improvements.
•  Agree targets and take accountability for the overall achievement of performance objectives in the business area in terms of employee satisfaction, customer experience, cost performance, return on investments, risk, compliance and governance requirements
•  Implement remedial activities identified by balanced scorecard components as prescribed by the Executive, discuss gaps and agree action plans to close gaps.
•  Benchmark productivity of the department against industry standards and create measures to improve productivity.
•  Continually be at the forefront of meeting VIP’s expectations.  Identify opportunities created during service improvement exercises and implement
•  Take steps to ensure sound HR practices and adherence to Group policies and standards within the business unit/function.
•  Coach, mentor and develop fellow team members to ensure they display sound and acceptable behaviours and skills.
•  Ensure effective and timeous delivery of catalogued services.  Encourage and support frequent knowledge sharing between team members.
•  Suggest development needs for the team where appropriate.
•  Monitor overtime and ensure that it is kept to a minimum. Report excessive overtime to the Head of End User Technology and create plans to address the issues.
•  Motivate fellow team members and ensure that their efforts are recognised.
•  Ensure participation in the Employee Opinion Survey (EOS)
• Accountability: Manage risk and Compliance
•  Together with the Risk and Compliance team implement measures to address notable risks and regulatory challenges.
•  Implement measures to review the risk and compliance performance of the unit/function on a regular basis and take corrective action.
•  Complete all relevant Management Assurance or Risk reports and attestations as required.
•  Ensure that processes, control requirements and risk management frameworks that impact the area are documented, updated where necessary and understood by all members of the team.
•  Work with Absa Internal Audit and Management Assurance during the scoping of audits to ensure fair coverage.
•  Own and agree corrective action items with Internal Audit and Management Assurance for findings related to the functional area under management and advise Line Management of potential breaches.
•  Where responsibility falls within your area/role, arrange issue assurance for closed audit findings.
•  Complete required compliance and SOX attestations and ensure that impacted team members complete their attestations.
•  Ensure that your fellow team members understand all compliance requirements and call for the area's  Compliance Officer to conduct briefing sessions if gaps are identified.
•  Working with managers/professionals in the team, develop and maintain Detailed Risk and Control
•  Assessments (DRACA's) for the function and update at the required intervals (normally quarterly). Complete attestations to testify to the adequacy of controls on request.
•  Ensure that fellow team members understand their responsibilities in terms of risk and compliance
• Accountability Drive Service Levels
•  Effectively manage service levels of critical applications
•  Minimize timetoresolution(TTR) of business service disruptions through fast realtime root cause analysis that spans complex multitiered application environments
•  Minimize cost of IT infrastructure through optimizing delivery and performance of business services
•  Raise the profile of the team as a key service provider to the relevant business units, serving as its customer.
•  Adhere to and chair governance structures and frameworks to ensure effective customer management including actively participating in all internal client reviews from a service perspective. Where applicable, and within control, external vendors also need to be effectively managed.
•  Implement actions resulting from formalised service reviews (including questionnaires, production reporting, loss event reporting, etc.).
•  Continuously monitor service levels and implement tactical measures to improve customer satisfaction.
•  Build and maintain effective stakeholder relationships within the Bank to understand the business needs and changes in customer needs.
•  Participate in Bank wide forums and governance structures as required or directed.
•  Communicate and track the achievement of Service levels (documented in Service Level Agreements) on an ongoing basis and take corrective action as required

Accountability: Managed Resources

•  Adhere to constraints imposed by annual budgets and workforce plans.
•  Ensure facilities, infrastructure and human resources are fit for purpose and effectively maintained and improved.
•  Adhere to sound financial and governance controls to support sound resource management and financial control within the unit.
•  Ensure adherence to all required compliance requirements, financial policies and supply chain policies within the bank.
•  Where required to do so, manage allocated budgets, including signing off of invoices and quotes within mandate. Escalate out of budget items to the relevant authorities for approval.
•  At times make informed decisions when and accept accountability for it, when unable to call on support Education and Experience Required
•  Degree in IT Informatics or equivalent