Specialist- Production Assurance (1 Position)

Reporting to the IT Service Delivery Manager, the role holder is the lead for IT Service monitoring, IT production assurance with real-time 24×7 service monitoring of digital services layers, IT service quality assurance, transition management, Configuration Management, Problem Management, Change Control and coordination, SLA management, and Disaster Recovery planning.

KEY ACCOUNTABILITIES:

Responsible and accountable for management of a reliable Configuration management database, Definitive Hardware store and Definitive software library.
Supervises the Technology Release Management, Change Management, and Problem Management ITIL Processes.
Monitor and report on progress of problems, ensuring the Problem management team resolve problems within agreed SLA timelines.
Implement the IT Problem management process, make temporary solutions (workarounds) available, develop final solutions for known errors and ensure that improvement is derived from past problems records.
Maximize IT service quality by obtaining Root Cause Analysis (RCA) from the respective system owners to rectify and prevent re-occurrences, through reactive and proactive procedures within set RTO timelines.
Support the design, implement, and coordinate IT Disaster recovery planning processes and ensure business continuance.
Monitor services and perform Events Management on all Configuration Items (CIs) to detect and escalate exception conditions or events.
Support the Manager IT Service Delivery in documenting and managing both External and Internal – SLAs and stakeholders.

KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED:

Minimum of a Bachelor’s Degree in Computer Science, Information Technology (IT), Engineering or other numerical biased field from a reputable university or college.
PRINCE2/ PMP (Project Management and Planning) added advantage.
Knowledge of Banking services or other IT certification is added advantage.
Certification in ITILv4.0+ expert training.
Any other IT certification is added advantage.
At least 4 + years of technical support role in medium to large organizations.
Ability to lead and manage a team(s).
Curiosity about how processes, and systems work.
Data and statistical analysis experience.
Strong interpersonal communication and relationship-building skills.
Excellent report and technical writing skills.
Problem Management, Change Management skills.
Able and willing to solve complex analytical challenges, independently analyze information and make recommendations based on analysis.
Self-motivated team player with the ability to adapt, work co-operatively and effectively in different situations.
Exceptional oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, speak clearly to third parties and employees.
Critical-thinking and root-cause-analysis skills.
Planning and Organization.
Critical Judgement and Decision-Making.
Good Communicator – Presents ideas effectively, clearly, and concisely both orally and in writing.
Interpersonal Skills – Create a culture of continuous development and ownership with self and the team.
Inspire Commitment –Actions and behaviors are consistent with words.
Self-Development – Pursues positive change in self and organization. Drives own personal development plan.
Rapidly establish a good working relationship with end users and other professionals such as Infrastructure System Administrators.
Willingness to solve complicated problems and see projects through to completion.
Analytical skills to study problems and records and identify solutions.
Self-motivated, Positive attitude under stress conditions.
Team-oriented attitude to help end users with technical problems.