Author Topic: #Vacancy: IT Service Management Analyst Job at Stanbic IBTC  (Read 227 times)

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Job Title: IT Service Management Analyst

Company: Stanbic IBTC

Job Type: Full Time

Qualification: BA/BSc/HND  

Location: Lagos, Nigeria

Job Field: ICT

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Stanbic IBTC Holdings is a member of Standard Bank Group which is Africa’s largest banking group ranked by assets and earnings and has been in business for more than 150 years. It is a global Bank with African roots and has extensive operations in 19 African countries including South Africa and 12 countries outside Africa including key financial centers like Europe, United States and Asia making us one of the biggest banking networks on the continent. It operates in Nigeria as Stanbic IBTC Bank; a subsidiary of Stanbic IBTC Holdings.

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• Meet SLA targets and deadline

• Ensure reduced number of incidents

• Successful implementations of projects supervised

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Key responsibilities:

• Supporting  team track (in country) and remedy solution for internal customer support group and the business

• Real time monitoring and communication on critical bank’s services using ITM

• Afterhours resource management for IT

• Management of personal and departmental shared  folder

• Ensures adherence to defined IT policies

• Monitoring and communication of service availability

• Manage  the established change management  process

• Develop adequate MIS reporting from service desk and team track database

• Coordination of DR exercise at mid-year interval

• Ensure strict compliance to IT ‘s change management

• Any other duties as may be assigned by Department Head & Team Leader.

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Key Performance Indicators:

- Number of instances of non-compliance to policy

- 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

- Zero Audit exceptions

- 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

- Other KPIs identified by the Head, IT Service & Test Management.

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