CORE RESPONSIBILITIES:

Governance and Risk Management

• Adhering to defined processes to ensure Quality Assurance of Incident Management – Logging, tracking and resolving, as well as escalating incidents and requests; identify trends to understand root causes; proactively revise processes and tools to improve service levels; protect and ensure confidentiality of business information
• Remaining informed on emerging trends to maintain a deep and broad knowledge base in fundamental IT technical skill sets – Document current processes and changes; support knowledge sharing; mentor and train other members of the support team; undertake continuous training and development.
• Participate in projects for process or quality improvements – manage and support technical projects for the business; collaborate with business and project teams to successfully implements projects; evaluate solutions and regularly evaluate business needs relative to current tools.

COMMUNICATION & WORKING RELATIONSHIPS:

Internal: 

• Heads of Operations and Business Units
• All stakeholders within the operation
• Shared Services

Reasons for Interaction:

• Ensure effective Service Delivery.
• Ensure that all stakeholders are aligned and have the relevant information.
• Advice to line management.
• Ensure that Group is aware and aligned to requirements.

External:

• Customer and Service Providers

Reasons for Interaction:

• Work with Customer and Service Providers to ensure optimal service delivery