Job Description

Job Title
Service Manager Command Centre
Location
Selby - Johannesburg, GP 2001 ZA (Primary)

Occupational Level
Professional
Job Category
IT Operations
Job Type
Permanent
Description
PayInc is a purpose-driven payments provider building on over 50 years of trusted history in South Africa's payments ecosystem. Our mission is to connect people, businesses, and economies through secure, efficient and inclusive digital payments infrastructure and be a catalyst for financial inclusion and economic growth. From EFTs and cards to PayShap, PayInc provides the backbone that enables money to move safely across the economy. At our core, we exist to make great connections, empowering participation, enabling growth, and ensuring no one is left behind.

PURPOSE

Management of the teams, Monitoring & Processing of Critical systems, processes & Infrastructure.


The IT operations management is the process of managing the day-to-day, IT infrastructure including the monitoring, performance, availability, reporting and management of the computing, networking, and application environments.


IT operations are critical within the organisation and the Command Centre is responsible for the delivery of high-quality services in support of the business, and to provide operational management for all services provided to PayInc clients. Customer communication and engagement is a key element and function of the Command Centre.


PayInc' s payment clearing services enable the smooth, efficient processing and settlement of millions of interbank transactions daily, across the digital, retail, financial, bulk-clearing and across regions.


The Service Manager Command Centre provide management, and support for all services and systems provided to PayInc Stakeholders (internal and external) on a 24 X 7 basis ensuring that all systems and applications are monitored to ensure, processing, availability, capacity, and performance levels are met as per agreed service levels.


There are four separate shifts teams made up of approximately 10 Command Centre Operators and a Team leader. The Service Manager Command Centre is responsible for managing these teams.


The Command Centre Service Manager is required to optimally manage the operations environment and to ensure that all outages and anomalies are escalated timely, communicated, and resolved efficiently in a timeous manner. The Command Centre Service Manager has a high focus on people management and development to ensure alignment with organisation strategy

You will engage with the following stakeholders:

Management Internal / External stakeholders PASA SARB Banks Telco's, Internal Network Support, Managed Network Services

Your key responsibilities include:

Provide support and guidance to Command Centre Team Leaders / Command Centre Specialists / Command Centre Operators as they conduct their daily tasks ensuring that all processes are completed successfully. Ensure processing of input and output data files are within the defined SLAs across all systems on both production and the alternate site. Ensure Team leaders provide regular daily updates regarding processing of input, output and clearing and settlement of all services and in line with SLAs. Ensure timeous and accurate logging of events, Incidents and Request for Service (as per SLA) The Service Manager Command Centre is responsible for initiating major incidents with incident management team , ensuring Incident resolution restoration of service, Contribute to post incident reviews. Report and timeously escalate major incidents to Management/Internal and external stakeholders, PASA & SARB, Telco's, Internal Network Support, Managed Network Services. Participate in bridge call with all the relevant technical teams and incident management when there is a Major Incidents Deliver on Corporate score card and BU goals. Provide accurate and timeous communication and feedback to clients and customers relating to operational issues. Preparation of daily and monthly reports including assisting Command Centre Manager in presenting incident schedule in the Incident meetings Interface between Operations, Testing and Development on program, hardware, software, network upgrades and implementations. Service Level Management analysis and maintaining accurate reporting. Attend client and business meetings. Operational resiliency ensuring services are switched successfully across production sites during planned and unplanned outages. Provide Business and PASA with detailed report off successful DR Live processing. Participate in project and ensure all teams are trained and ready for transitioning services and new products into production. Ensure procedures, practices, policies, and business processes are relevant and approved Data quality is maintained across all functions in the command centre

Command Centre Service Manager: Compliance and Risk


Operate as per standard operating procedures Delivery on internal and external stakeholder requirements/SLA's Manage and maintain good stakeholder relationships Comply with relevant policies & procedures, regulation, and legislation Ensure all policies and procedures are read, understood, and acknowledged Provide input into relevant policies and procedures Identify and escalate risks appropriately Coach fellow team members to ensure understanding of required deliverables and stay abreast of technical skills Contribute to the development of a positive team culture

QUALIFICATIONS / KNOWLEDGE

Minimum Matric A Bachelor's Degree is (Advantage) Linux, networks, and windows certification IT Operations management (ICT and Technology certification) Incident management certified ITIL Service Management Both written and verbal communication skills Experience in managing Recovery and Resiliency (BCP) processes Networks and cloud computing (AWS) Knowledge of data protection operations and legislation (e.g., GDPR, PCI, POPIA) Problem-solving aptitude

EXPERIENCE

Minimum ten years' experience in related field PayInc operating systems advantageous i.e., Linux, Windows, Network, and product knowledge People management across multiple shifts Leadership and Organizational skills Cloud computing (AWS) Managing multiple projects Monitoring of various batch and online payment systems * Command Centre or Service Desk /Centre Management