To lead the Service Operations Centre (SOC) in ensuring the continuous availability, performance, and stability of enterprise IT services. The role drives operational excellence through effective incident, problem, and service management practices, enhances observability and monitoring capabilities, and ensures robust operational governance and reporting. Working closely with internal stakeholders and external vendors, the incumbent fosters strong cross-functional collaboration, strengthens service resilience, and develops team capability to deliver reliable, secure, and customer-focused 24/7 IT operations.
Qualifications
- Type of Qualification: First Degree in Information Technology, Computer Science or related field
- ITIL Foundation/Intermediate certification is preferred
Experience Required
- 3-4 years experience in IT operations/Service Operations Centre, with at least 1 year in a supervisory role.
- Proven track record in leading a 24/7 Service Operations Centre, ensuring the stability, availability, and reliability of enterprise IT services.
- Understanding of various IT disciplines and how they relate to each other.
- Experience in analysing statistics and other data, interpreting and evaluating results, and creating reports and presentations.
- Skilled in monitoring and observability, leveraging tools such as Prometheus, Instana, Grafana or equivalent platforms to maintain transaction health dashboards and proactively detect anomalies across core banking applications.
- Effective in vendor and cross-functional coordination, managing relationships with infrastructure, cybersecurity, application support, and third-party providers.
- Experience in fast-paced, mission-critical environments with a strong background in banking systems operations (core banking platforms, payment gateways, transaction monitoring, and regulatory compliance systems).
- Demonstrated ability to produce and manage operational reports and metrics, including daily dashboards, SLA compliance reports, and executive summaries.
- Strong background in governance and compliance, ensuring adherence to ITIL frameworks, SLA/OLA commitments, and regulatory requirements specific to financial institutions.
Competencies
Behavioural Competencies:
- Articulating Information
- Checking Things
- Documenting Facts
- Establishing Rapport
- Examining Information
- Following Procedures
- Interpreting Data
- Team Working
Technical Competencies:
- Business Continuity and Disaster Recovery Planning
- Business Process Improvement
- Data Analysis
- Data Integrity
- Project Administration Skills
- Project Maintenance
