Stanbic IBTC Bank Career Opportunities, January 23rd 2015

Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture.
To help us drive our success into the future, we are looking for an experienced IT Product Assurance Expert to join our dedicated IT Operations team at our Head office.

Standard Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

Stanbic IBTC Bank is recruiting to fill the position below:

Job Title: Head, Production Assurance (IT)

Location: Nigeria
Job ID: 12774
Division Group: IT
Employment Type: Full Time: Permanent

Position Description

• Act as the integral point of contact in IT for business and the service providers. The purpose is to build a long term partnership between IT and business through consistent Infrastructure and Application service delivery excellence, minimize risk and to maximise the scope of service provision.
• Establish an accurate level of demand from the business units for IT services and match to available solutions and services. Represent IT in annual planning and demand forecast reviews.
• Perform Annual planning and demand forecast reviews.

• 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 24x7 hourly monitoring of all services (including one off developments like RCCG website, CIPG, and other critical systems such as BankOne)
• Implement auto-monitoring solution for all critical services
• Convert existing Command Center to a high quality monitoring center with full screen wall for more efficient monitoring
• Manage all production issues to resolution, leveraging our 3rd party vendors where necessary
• Liaise more closely with Group ASD. Ensure increased visibility to Nigeria customer impacting outages or service challenges. Log on team track where necessary.
• Ensure smooth working relationship between country Production Assurance and GTO Production Assurance team
• Ensure that all changes go through a rigorous CAB process that confirms testing results, user validation and required sign-offs
• Drive thorough root cause analysis for all production issues and service outages.
• Ensure proper coverage for branch and campus support
• Provide Weekly reports on exceptions in the network (ATMs or data links down for extensive periods, severe power outages)
• Provide Weekly availability reports. Note exceptions
• Benchmark service levels against other banks with a view to improving our services. Leverage ITIL expertise.
• Solicit regular feedback from Business and branches via weekly Service Fora and regular calls, on IT performance and areas of improvement
• Be established as the go-to person for all IT production and service-related concerns
• Ensure that UBS team is kept abreast of all information needed to manage customers efficiently on the front lines. This includes knowledge of outages, recurring service issues, known system problems, etc
• Develop a proactive approach to IT support in all our Branches.
• Manage UBS team to carry out first level support on IT related issues in all the branches within the regions, Integrated Processing Centre (IPC) and Campuses
• Co-ordinate the upgrade/Downgrade and Configuration of Internet Explorer for Finacle on users’ systems.
• Direct the repair/installation and configuration of Finacle client applications on desktops and notebook PCs.
• Prudent management of Resources to carry out first level support on users’ systems (workstations, scanners, printers, UPS, Inverters and other peripherals).
• Ensure first level support on applications (Ms Operating system, MS Office suite, Finacle and Intranet applications) and online service availability during operational hours.
• Engage formally with BUs and branch principal Officers (BMs, RMs, ZOMs, ROMs, etc.)
• Conduct training/workshop for UBS team & ATM Custodians/BILOs respectively, minimum twice yearly
• Ensure that all users' incidents/requests are logged in Remedy Application and responded to promptly
• Enforce compliance on keeping and maintaining log of activities in Server/Communication room in branches.
• Branch Rollout - Deployment of IT infrastructure (Link, LAN, Systems, Inverter/UPS power & Peripherals) for new branches
• Deployment of IT infrastructure (Link, LAN, Systems, Inverter/UPS power & Peripherals) for ATMs and to branches when BUs relocate
• Engage UBS team to ensure enterprise security compliance with respect to Patch and Antivirus Coverage, Patch and Antivirus Compliance, In-Active Users & Privilege Identities on systems bank-wide
• Monitor the performance of the Branch IT infrastructure in terms of QoS, systems response time, etc.
• Maintain clear and constant communication with the PBB IT Head regarding IT issues in UBSR team.
• Support new project deployment such as upgrade of Operating Systems and other applications, Inverter, UPS, etc.

• Customer satisfaction levels
• Number of customer complaints
• Compliance level to pre-agreed SLAs and OLAs

• Cycle time to resolve issues assigned by the Helpdesk.
• Cycle time in the resolution of incident tracked on Remedy/Team track.
• Internal customer satisfaction level with IT support.
• Number and value of sanctions received as a result of incorrect reports.
• Zero Audit exceptions.
• Other KPIs identified by the Group Head, Information Technology.

• Minimum of first degree or its equivalent in numerate or semi-numerate disciplines such as Engineering, Computer Sciences, Statistics, Mathematics.

• Minimum of 4-6 year post qualification experience.

• Relationship Management.
• Problem Solving.
• Strong computer skills.
• Strong troubleshooting skills.
• Interpersonal skills.
• Good written and oral communication.
• Results Oriented.
• Responsive.
• Service Orientation.
• Customer focus.
• Integrity.
• Ability to work under pressure.

• To provide an operational IT Security support to ensure that the bank is not compromised in anyway. The operation support includes anti-virus, intrusion detection, key management as well the delivery of and content scanning of all internet mail incoming and outgoing.
• Ensuring that all incidents are responded to, actioned and resolved within the required MTTR. Also ensure that calls are escalated and communicated to the required support area and user.
• It is imperative that the necessary housekeeping takes place on an hourly/ daily/weekly/monthly basis as per the job requirements.
• Provide high level competency with regard to mainframe IT security systems.

• Configure, install and support all security software
• Responsible for administration of the firewall and monitoring of security tools & software including Active Directory, e-Pay, PayDirect, Equinox, Blackberry etc
• Test and implement approval firewall rules
• Support of Firewall, ISA, Mail Marshal, Blackberry, OWA,E-Mail, Encryption Tools, Mail Marshal, AD, Finacle, Anti Virus. SIEM, DAM, NAT tools
• Testing of security software for new technologies
• Generating, loading and maintaining the life cycle of all encryption keys for the Bank
• Responding to and resolving all Firewall, ISA, Mail Marshal, Blackberry, OWA incidents
• Administration and monitoring of Intrusion detection & intrusion prevention tools for workstations and servers
• Provide comprehensive administration procedures
• Provide professional auditing and tracing capabilities.
• Provide security monitoring and information gathering.
• Provide 24-hour assistance to Production environment.
• Suuport for Business in managing all IT operations related issues.

• Number of instances of non-compliance to policy and procedure
• Number of awareness sessions held across the bank
• Number of security reports to senior management and the Board.
• IT Audit rating by Internal Audit, Routine Control, and external audit
• Percentage of SLA met versus total number of incidents and work requests logged.
• No service impact
• Reduced number of incidents
• Successful implementations of change request on the on Finacle, PayDirect , Firewalls, ISA, OWA ,MM
• Meet deadlines
• Meet SLA targets
• Maintain a logically structured security database.
• Ensure that there are no service disruptions due to access denial.
• Ensure no service disruption due to maintenance of the security database.
• Ensure the training of capable security administration staff.
• Professional assistance to large projects in relation to security requirements.
• Adequate knowledge of security principles and procedures.

• End users.
• Risk Management.
• Financial Crime Control Unit.
• LAN Administrators / Active Directory Team.
• Unix team.
• Firewall team.
• Software vendors.
• Auditors.
• Group IT Security.
• Infrastructure / Production / Application/ RIS Team.

• B.Sc. in any Science Courses.
• MCSE / CISA / CISM / CISSP etc would be beneficial.
• IT Security experience / Communication or Network experience will be beneficial.

• Strong analytical and problem solving skills.
• Checkpoint experience.
• Good network experience.
• Strong customer focus and ability to manage client expectations.
• Proven ability to work under stress in emergencies; flexibility to handle pressure coming from all directions simultaneously.
• Strong team-orientated interpersonal skills; ability to effectively interface with a wide variety of people at all levels.
• Self-motivated and able to work under little supervision.
• Logic and problem solving skills.
• Good communication skills.
• Ability to interact with users at all levels.
• Must be service orientated.

• Competent and reliable staff that are honest and trustworthy.
• Excellent communication skills
• Excellent reporting skills.

• Application Support Management-Responsible for the Support and Administration of the Bank Application (Finacle & Pricing & Reports) and Services (UNIX) used by the Production for business continuity.
• Application maintenance Management -Management and Delivery of content and Services Online; tracking and ensuring all application defects and requirement are promptly resolve.

• Providing capacity planning, monitoring, and maintenance of the Bank Application (Finacle & Pricing & Reports etc).
• Understanding, in depth, the business processes supported by the Bank Application (Finacle & Pricing & Reports etc).
• To maintain production environments relating to online services. This will include development, DR and production Applications.
• To ensure that applications are maintained in a manner that supports delivery of services to multiple platforms(Peripherals) , resilience, and performance.
• To ensure continuity of the business processes supported by one or many applications / services.
• Ensuring continuity and quality by owning the resolution of issues across platforms. Tracking progress and escalating as appropriate unless resolution reached.
• To ensure standards and guidelines are applied and maintained across applications for administration, deployment and monitoring over a range of platforms that largely comprises Bank standard Process flow. This includes applications, web server components and databases.
• To ensure applications and services processes and outputs are error free and complete.
• Identifying faults and issues and recommending appropriate paths to resolution, and fixing as appropriate.
• Ensuring appropriate contingency/workaround procedures are in place for process failure or defect pending resolution ensuring business continuity.
• Managing change control (CR) implications for designated Application.
• Contributing to process development and best practice. Looking at new ways to improve resilience, performance levels and supportability.
• To ensure that applications and related services are documented and kept in a path accessible by the Team.
• To establish and maintain effective working relationships with all stakeholders.
• Reviewing and ensuring complete and appropriate handover of documentation prior to operational acceptance of new or changed applications.
• To undertake advanced administration tasks as required e.g. to support problem resolution.
• To support the development teams and the 24/7 group in deploying applications and solving problems and.
• To participate in the on-call support to the 24/7 team.
• Manages and meeting weekly with Application Vendors to review and provide resolution to End users issue. Evaluating Remedy incidence/work request and tracking issues.

• Percentage uptime of application systems and software.
• Number of user-reported application-related issues resolved.
• IT Audit rating by Internal Audit, Routine Control, and external audit.
• No service impact as a result of application issue.
• Reduced number of incidents.
• Successful resolution of applications issue.
• Successful guidance(Businesswise and technically) on application usage and module functionalities.
• Meet deadlines on task assigned.
• Ensure that service disruptions due to system downtime are minimized.

• CRM-CIF
• Liability (Casa,TD, Islamic Deposit)
• GL
• Pricing
• ESB - RCM
• Pragmatic
• Clirec
• Cabal
• Sap HR
• Datastore
• EOD/EOM/EOY
• Report

• Crm-Origination
• Asset (Loan,OD,TOD,LMS,Islamic Loan)
• Aml
• Credit Ref
• Credit Reg
• HP&L
• PAS
• Prime
• Ach
• E-Collection
• Spreadpac
• RTGS
• Clearing
• Gori
• Mod
• NIBSS/NACS
• Maven
• Odw

• End users
• Infrastructure Team
• Production Team
• Application support team
• Functional Support team
• Business units
• Exchange team
• IT Security Team
• Software vendors
• Required Skills and Qualifications
• Required Competencies
• Problem Solving, Planning and Decision Making

• Set and ensure adherence to procedures with regards to application configuration and deployment
• Resolve problems related to system and application availability.
• Resolve user issues related to software application usage.
• Review system parameters and advice business
• Resolve business issues by providing Finacle assisted solution

• Ensure processes are in place for minimizing system/application downtime

• Strong analytical and problem solving skills
• Excellent customer relationship and ability to manage client expectations
• Proven ability to work under stress in emergencies; flexibility to handle pressure coming from all directions simultaneously
• Strong team-orientated interpersonal skills; ability to effectively interface with a wide variety of people at all levels
• Self-motivated and able to work under little supervision.
• Logic and problem solving skills.
• Good communication skills.
• Ability to interact with users at all levels.
• Service orientated.
• Ability to manage time and people.
• Good project management skill.
• Program development skill.
• Strong customer focus and ability to manage user expectations.

• Technical experience
• Banking experience.

• Competent and reliable staff that is honest and trustworthy and jovial.

• Assists in managing the design, delivery and support for data/voice networks, LAN/WAN
• Assists in the implementation and administration of networks, communication and all equipment pertaining to.

• 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.
• Assists in managing the Cisco and related telecoms issues and infrastructure in branch and campus locations.
• Supports network/communications related incidents assigned by the help desk/user support officers.
• Prepares reports for Head Infrastructure or Team lead as required.
• Assists in maintaining network/communications related equipment.
• Assist in the configuration and installation of Cisco routers and switches.
• Monitor all branch links to ensure availability is in line with agreed SLAS.
• Follow up on all data communications transactions with consultants and liaise with vendors on network related issues.
• Liaise with Stanbic Africa Network support centre for all network related issues.
• Liaise with the unit head in taking necessary and prompt corrective action to ensure the objectives of the unit.
• Any other duties as may be assigned by Team Lead or Head Infrastructure.

• Customer satisfaction levels.
• Number of customer complaints.
• Number of unreconciled items.
• Compliance level of OSP to pre-agreed SLAs.
• Number and value of sanctions received as a result of incorrect reports.
• Cycle time to resolve issues assigned by the Helpdesk.
• Internal customer satisfaction level with IT support.
• Network availability Reports.
• Other KPIs identified by the Group Head, Information Technology.

• Minimum of first degree or its equivalent in numerate or semi-numerate disciplines such as Engineering, Computer Sciences, Statistics, Mathematics.

• Minimum of 4-6 year post qualification experience.

• Relationship Management.
• Problem Solving.
• Proficiency in the use data and voice related equipment and software (Cisco).
• CCNA, CCNP.

• Strong computer skills.
• Strong troubleshooting skills.
• Interpersonal skills.
• Good written and oral communication.
• Results Oriented.
• Responsive.
• Service Orientation.
• Customer focus.
• Integrity.
• Ability to work under pressure.