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January 22, 2015
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.
Key responsibilities
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.
Key performance measures
Customer satisfaction levels
Number of customer complaints
Compliance level to
pre-agreed SLAs and OLAs
Number and value of sanctions received as a result of
non-compliance to IT policies
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
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