Command Centre Operator at BankservAfrica

WHAT YOU WILL DO

As a Command Centre Operation you will be accountable for providing 24/7/365 monitoring and computer operational services of all production environments (network, infrastructure, and application processing platforms) in support to meet BankservAfrica's SLA's. The Command Centre Operator is responsible for ensuring the integrity, availability, and protection of the company's primary assets, reputation, people, information and facilities, by monitoring the company's critical infrastructure and acting as the control liaison during production and incidents.

You will engage with the following stakeholders:

• Management
• Internal/External stakeholders
• PASA
• SARB

Your key responsibilities will include

• Operate as per standard operating procedures:
• Start of Day, Processing, Command Execution, Run instruction  End of Day & Reconciliation process 
• Customer Liaison
• Monitor and processing across all services as per the agreed thresholds and service level agreements for all processing sites 
• Report and escalate any alerts or anomalies detected by the monitoring and processing of services
• Logging of Incidents and RFS accurately, timely  manner as and when they occur (as per SLA)
• Follow up on calls logged until closure (SLA)
• Monitor alerts, evaluate and action level 1 & 2 escalate level 3 alerts to appropriate technical support teams 
• Major Incident, initiate bridge call with all the relevant technical teams and incident management 
• Co-ordinate technical teams on customer bridge call when required 
• Report any end user technology /equipment malfunction to IT Support 
• Handover of full details of any systems incidents, delays, anomalies to ensure follow and continuity with the next shift until completed 
• Group emails -  ensure emails are monitored, customer queries are responded to within SLA . 
• Provide clear and accurate  Communication and feedback to clients and customers relating to any operational issues  and queries detected 
• Manage notifications and escalations inbound and outbound 
• Planning of daily task with Team lead, effective communication upon shift handover, preparation and completion of daily run instructions, situation reports, problem and incident management and recording of incidents on system (Marval)

QUALIFICATIONS / KNOWLEDGE

• Matric
• Required computer literacy levels
• Good knowledge on payments domain and understanding of payments process flow
• Technical application 
• Exposure to core AWS services and AWS CLI
• Basic knowledge of Linux commands
• Basic knowledge in writing queries in POSTGRES
• In-depth understanding and knowledge of Bankservafrica systems and processes (advantage)

EXPERIENCE

• Experience in 24/7 monitoring operating systems 
• Command / Service experience 
• Minimum 3 years’ experience in related field (payments operator  ) advantage
• Exposure to any Fraud Management system
• Experience with different geographical team will be a plus
• Experience with monitoring solutions such as CloudWatch, Prometheus
• Ability to troubleshoot distributed systems
• Strong experience in customer management
• Good communication skills, both written and verbal 
• Strong time management and organizational skills 
• Ability to troubleshoot distributed systems
• Problem-solving skills