Command Centre Operators

JOB PURPOSE:

The main purpose for the job is to:

Monitoring of real time EFT processing and online transactions processing. Identifying and reporting on service impacting issues affecting the production environment, together with company products, networks and applications

A clear understanding of the operational environment, an acute sense of urgency and the need to communicate accurately and timeously whilst ensuring near 100% uptime is maintained are key requirements

KEY JOB FUNCTIONS:

·         Assist Team Leader to maintain high levels of action, quality and precision, and a delivery focus.

·         Required to complete daily shift tasks

·         Ensure escalation is done promptly to the correct Support department with minimal downtime

·         Work with other departments to solve and close current problems where applicable

·         Communicate and assist team Leader on the status of outstanding internal/external issues and communicate these with all parties concerned.

·         1st line troubleshooting and problem solving for internal and external clients as well as service providers where applicable.

·         Ensure all necessary tickets/incidents are logged and assigned to relevant support department.

·         Ensure root cause and resolution analyses are included and updated in all Incidents being updated.

·         On the job training and knowledge sharing requirements are brought to Team Leader’s attention.

·         Ensure all Checklists are up-to-date and information is captured accordingly.

·         Fulfil ad-hoc requirements that may arise and are not specifically listed above.

·         Provides ongoing support to colleagues

·         Understand the real time framework

·         Communications: Written/verbal

·         Batch Processes File transmissions

CORE COMPETENCIES:

·         Personal drive to improve him/herself, the team, processes and ultimately client service

·         Good communication skills both internally and externally (to Clients)

·         Understanding of systems monitoring

·         Understand the EFT Switching environment

·         Understand the Batch processing environment

·         Understand the different file movement protocol (SFTP, XCOM, CD etc.)

·         Have an understanding how to identify alerts and the process behind them, fixing where possible and alternatively escalating these alerts where required.


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