POSITION DESCRIPTION
The senior officer of the network, under the Command Center section, plays the role of guiding the team to ensure the smooth operation and swift resolution of all related network incidents. As Senior Officer, Network responds to maintaining optimal IT service delivery and minimizing downtime.
DUTY & RESPONSIBILITY
- - Supervise a team of Command Center analysts, providing performance feedback.
- - Escalate critical incidents to the appropriate teams and ensure timely resolution.
- - Manage and prioritize the workload of the Command Center team.
- - Track and report on key performance indicators (KPls) for the Command Center.
- - Collaborate with other IT teams to ensure seamless communication and incident resolution.
- - Stay up-to-date on the latest IT technologies and best practices.
- - Continuously monitor network performance and identify potential issues through network management tools.
- - Troubleshoot network problems and implement solutions to restore network connectivity and performance.
- - Supervise a team of IT specialists in monitoring network activity, network health, and security threats.
- - Monitor IT systems and infrastructure for potential issues, and proactively identify and troubleshoot incidents.
- - Develop and maintain documentation for IT processes and procedures within the Command Center.
- - Ensure adherence to IT policies, procedures, and service level agreements (SLAs).
- - Analyze incident trends and reports to identify root causes and implement preventive measures.
- Document incident details, resolution steps, and lessons learned.
- - Analyze trends and identify opportunities to improve IT system performance, monitoring tools, and incident response procedures.
- - Manage and lead the team, providing direction and ensuring efficient and effective work practices.
- Managing subordinate staffs in the day-to-day performance of their jobs.
- - Lead a team of IT professionals, providing coaching, mentoring, and performance management.
- - Foster a culture of collaboration and continuous improvement within the IT team.
- - Providing support for any projects and reporting to the head of IT operations.
- - Supporting and providing the required information for any audit and compliance activities.
- - Comply with all applicable regulations, rules, codes, guidelines, and standards set by regulators and the bank, and carry out duties with high integrity.
- - Adhere to all established risk control guidelines, procedures, and measures to identify, assess, report, mitigate, and monitor the risks involved in the day-to-day work.
QUALIFICATION
- - Bachelor's degree in computer science, information technology, or a related field.
- - Minimum 2-3 years of experience in IT operations, with a strong focus on incident management or service desk management.
- - Proven experience in supervising and leading a team.
- - Good communication, problem solving, interpersonal skills, and the ability to and the ability to work effectively under pressure in a fast-paced environment.
- - In-depth knowledge of IT infrastructure and network operations (a plus).
- - Experience with IT ticketing systems and incident management tools is a plus.
- - Strong organizational and time management skills.
