IT Walk
Barclays Africa Group Limited
Roodepoort,ZA
11d ago

Description

Job Purpose The purpose of the Run Manager is to ensure that all services are available and performing as per the agreed upon service level agreements.

This role also strives to improve the service management processes and the services themselves on a continuous basis The Run Manager is accountable for

  • Understanding the technical environment in which the Service operates, and mapping the dependencies between the service and others, and among the services
  • Conducting performance and trend analysis, with a view both toward establishing strength(s) and weakness(es) of services for the near term, and toward continuous improvement for the intermediate to longer term
  • Participating actively on Event and Incident teams, to remediate the issues and return the service to expected service levels as quickly as possible
  • Exhibiting leadership in making continuous improvement a way of life in the Organisation
  • Plan & Organise

  • Understand the Technical Environment
  • Map the key assets, components and their inter-dependencies that collectively deliver IT services
  • Ensure that all Configuration Updates on all services are updated on CMDB
  • Understand the Technical Environment
  • Understanding dependency of their environment end to end with accurate Service Maps
  • Understanding full risk associated with the components and technologies that supports the service
  • Acquire & Implement

  • Take leadership role in acquiring, developing, employing, and advancing robust tools, processes and procedures to manage critical IT services
  • Deliver & Support

  • Deliver effective run management rigour and control capability across a portfolio of business critical IT services to complement the service management proposition
  • Apply knowledge of the technical environment to optimize IT service performance on behalf of the business
  • Day to Day Operational Disciplines
  • Morning Health checks (Start of day and intraday) with daily start of day calls to review the current state of the services
  • Participate in Service Continuity activities
  • Day to Day Operational Disciplines
  • Event / Incident Management Drive the resolution of incidents impacting business
  • Conduct deep dive sessions with the technical teams
  • Monitor & Evaluate

  • Conduct Performance and trend Analysis
  • Actively monitor the performance of the application end to end against key metrics
  • Produce weekly Operational reports
  • Generate operational performance metrics to optimize the IT services used by a business cluster; provide to IT Performance Manager
  • Measure and track IT service quality; take appropriate actions to address service issues and align service to business priorities
  • Manage accurate and timely heat maps (risk, operational, vendor) which easily demonstrate the health of critical IT services.
  • Socialise this MI through agreed governance channels

  • Conduct Performance and trend Analysis
  • Actively monitor the performance of the application end to end against key metrics
  • Assist Service Manager in driving Service Improvement activities
  • Actively monitor the technology environment for signs of weakness or breach to pre-empt future service performance issues and escalations
  • Analyse trends and play a lead role in conducting root cause analysis for Major Incidents and Problems
  • Regularly inform stakeholders on the health of IT services using metrics and technical data
  • Exhibit leadership in making continuous improvement a way of life in the Organization
  • Continually develop opportunities and solutions to improve the status quo
  • Work together with other run managers to develop disciplines, to ensure they remain effective and add value to critical IT services
  • Establish and enforce best practices; work actively to make Run
  • Management a transformational practice area
  • Ensure that run management focuses its resources effectively to support wider service improvement initiatives
  • Contribute to the continuous development of the service portfolio; develop recommendations and own actions / improvement activity to maximize service value (Availability, Risk or Cost)
  • Education and Experience Required

  • ITIL Certification, Expert level, compulsory
  • NQF Level 6 : B Degree in Computer Science / Information Technology, compulsory
  • Minimum 5 years’ IT Process Management experience & on the job usage
  • Minimum 7 years’ working within a major IT Organization (>
  • Knowledge & Skills :

  • Results oriented
  • Excellent written and oral communication skills
  • Understanding of the business context
  • Strong analytical and problem solving skills
  • Competencies :

  • Analysing (Proficient in)
  • Entrepreneurial and commercial thinking (Proficient in)
  • Presenting & Communicating information (Proficient in)
  • Deciding & Initiating Action (Proficient in)
  • GeneralThe appointment will be made in line with the Divisional Employment Equity strategy

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