Responsibilities
General Description:
- Handles daily operations of the assigned channel or system; which covers mobile gadgets and other end-point devices and other related hardware and O/S, related application tools and software; to ensure optimum delivery of the bank’s channel services; by ensuring their operability and maintainability that will result to conformance to SLA’s. Ensures efficient and effective handling of incidents, problems and user-fulfillment that may arise.
Overall Scope of Work:
- Prepares regular support and maintenance activity plan for the assigned Channels.
Assist in the preparation of the design, upgrade and security requirements of a Channel with due consideration to future growth and expansion and economic factors. - Conducts timely support to any problem, incident or request fulfillment in order that Channels are operational and within the SLA; that external and internal customer are satisfied in the delivery of the service. Performs proactive maintenance to ensure maximum uptime of the Channels.
- Performs task-related capacity planning and performance activities vis-à-vis resource utilization of systems such as: the CPU, memory, disk space and network to ensure optimum system response time and service availability.
- Performs a system diagnostics and analysis for any reported issue to determine the most probable cause and provides the necessary solution to address the problem in the most expedient manner possible and to avoid recurrence in the future.
- Documents the resolution of problems encountered and to develop and update a Known-error database to ensure expedient resolution when similar problem happens again; and wherein said Known-Error database can be shared by all concerned ITG personnel.
- Collects regular performance metrics of the system to monitor and manage well the day-to-day resource utilization; conducts regular system maintenance and purging of logs and files to see to it that the standard level of disk usage is attained.
- In coordination with Data Center and other ITG units, ensures that necessary backups are available for business continuity in the event of a disaster.
- Assists in the preparation of policies relating to the conduct of tests in all systems to be loaded to the production environment prior to loading to ensure system integrity and compliance to IT policies including security matters.
- Responsible for the regular review of the system functionalities and the provision of updates, including version updates and patches; and the subsequent preparation of change requests to effect the change. This is to ensure system integrity and security.
- Recommends new policies or procedures that may govern work practices due to the implementation of the new functionalities of the system and as effected by any change requests.
- Constantly checks the market, in coordination with service providers, for better technology that may possibly replace the existing system which would be beneficial to the bank in terms of efficiency and cost – effectiveness.
- Ensures that the systems are all properly maintained (hardware and software) and with adequate technical support, either from within or through a service provider.
- Prepares regular reporting for matter within the jurisdiction to support business and management mandates.
- Performs other duties which may be assigned from time to time where the incumbent’s expertise is involved.
