Job Position: Head Technology Operations
- To operate with best practices in order to reduce operational issues, maximise operational efficiency and drive standardisation of operating processes and procedures across all IT services in ensuring new technology is deployed without impacting production. To promote sharing of resources in ensuring adequate capacity is available to meet SLAs and to ensure the recommended monitoring and tools are deployed across all locations.
- Has a mandate for end-to-end service management to ensure availability, stability and performance of IT services delivered by application and infrastructure service providers.
- Management, ownership, forecasting and performance evaluation of all of the Bank’s IT infrastructure.
Deployment and operation of the infrastructure environment spanning data centres, network, mainframe, open systems and distributed environments. In addition to this, systems management, capacity management, and disaster recovery functions are also provided.
Understand the overall Business strategy and IT strategy.
Working closely with executive management (both Exco and Manco) on IT related services.
Drive standardization of platforms and solutions
Dynamic application of support capabilities
Optimize value derived from internal (GTO) and external service agreements
Manage the Infrastructure team and ensure that related initiatives and projects are implemented successfully.
Ensure DR capability is fit for purpose Design principles
Improve Service through targeted Improvement Programs
Standardise and Optimise service offerings across all locations
Optimise Production Assurance Service Cost
Ensures adherence to defined IT policies
Liaises with the outsourcing service provider/vendors to ensure that outsourced functions are carried out according to pre-agreed service level agreements
Ensures that the company’s IT strategies and policies are being implemented
Ensure effective 24×7 hourly monitoring of all services
Manage all production issues to resolution, leveraging our 3rd party vendors where necessary
Liaise more closely with Group ASD, GTO and other matrix partners. Ensure increased visibility to Nigeria customer impacting outages or service challenges.
Drive thorough root cause analysis for all production issues and service outages
Participate in the IT budget process and prepare Unit Budget
Manage Costs within the Business management Unit
Key performance measures
Customer satisfaction levels
Stability of IT infrastructure
Forecasting and Capacity management planning of IT infrastructure
Compliance level to pre-agreed SLAs and OLAs
Number and value of sanctions received as a result of non-compliance to IT policies
Zero Audit exceptions
Other KPIs identified by the Group Head, Information Technology
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