Production Analyst at Nedbank

Job Purpose

To follow incident management protocols and assist to restore provided IT services to normal operation as quickly as possible by liaising with Vendors and Group Technology. Assist with testing Infrastructure deployments/upgrades when required

Job Responsibilities

• Ensure that the incidents are analysed, logged, and prioritised correctly on JIRA; impact is updated and assigned to the correct service provider.
• Keep Business informed through feedback.
• Identify potential incidents that could result in a Focus meeting and call an Incident Focus meeting when required.
• Monitor potential severity through liaising with Problem Management severity (depending on Business impact).
• Evaluate and maintain all open incidents on JIRA service desk
• For root cause investigation follow the problem management process ensure all incidents are closed off when service is restored.
• Follow up with Service Provider on resolution on specific incident.
• Log incidents on Service Now (Incident Tool) where we would require GT resources and/or deployments
• Attend severity calls and provide update on the resolution
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
• Participate and support corporate social responsibility initiatives for the achievement of business strategy (e.g. training/awareness on digital forensic examination to external parties on pro bono basis).
• Improve and enhance processes by identifying and recommending improvements to tools, policies, and procedures to add value to Nedbank.
• Keep business informed by providing feedback until incident resolved and ensuring timeous feedback and updates received from Service Providers.
• Optimize operational efficiency through automation
• Assist with disaster recovery (DR) testing
• Manage vendor relationships and deliverables as per agreed SLA
• Assist with testing infrastructure upgrades and deployments
• Attend daily stand ups, sprint planning, refinement, and sprint retrospective sessions.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Diploma

Preferred Qualification

• Certificate/ Diploma in Business Analysis
• IT Diploma or Degree

Preferred Certifications

• Minimum Experience Level
• Min 1-3 years Asset Management experience with exposure to IT tools, methodologies, and incident resolution
• Technical / Professional Knowledge
• Banking knowledge
• Banking procedures
• Business administration and management
• Business principles
• Business terms and definitions
• Data analysis
• Governance, Risk and Controls
• Microsoft Office
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Business writing skills
• Cluster Specific Operational Knowledge
• Process Design
• System Interdependencies
• IT Report Writing

Behavioural Competencies

• Continuous Learning
• Collaborating
• Customer Focus
• Initiating Action
• Work Standards
• Managing Work
• Technical/Professional Knowledge and Skills