Job Description

To ensure incident controls and processes are in place as well as recorded to minimize operational business risk impact ensuring the best possible levels of service quality, confidentiality, integrity and availability are maintainedBuild working relationships across teams and functional lines to enhance work delivery, collaboration and innovationDeliver internal and external customer service excellence through adherence to quality service standardsImprove business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and dataProvide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targetsAccumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunitiesManage the life cycle of all major incidents records from escalation to resolution, and major problems records from root cause investigation to permanent problem resolution and closureTake all necessary actions to ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountabilityEnsure implementation of relevant policies, governance and practice standards across the businessMaintain expert knowledge on relevant legislative amendments, industry best practices and business’s internal compliance procedures and requirementsEnsure compliance is adopted in terms of systems and procedures as laid out by businessImplement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risksRecord all reported and detected incidents in a standard and consistent manner so that they can be tracked, monitored, and updated throughout their life cycleUpdate known error databaseManage the root cause review process with impacted lines of services, ensuring that quality and in-depth root cause reviews and improvement actions are developed for high impact outages or for recurring issuesDrive complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teamsServe as a consultant and mediator for technical challengesServe as a single point of contact for incidents and problemsTimeously communicate and report incidents and problemsCategorise, prioritise and assign incidents so they can be handled as effectively as possible to determine subsequent appropriate action to be taken for timely resolution.Ensure timely and accurate escalation and reporting to managementAssess own performance through seeking timely, and clear feedback and request training where appropriateDevelop, encourage and nurture collaborative relationships across the FRGJob Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

07/02/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.