Manager, SRE

   To provide day today system support and system monitoring
•    To facilitate the restoration and fulfilment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities
•    Apply customer service skills to draw any further required diagnosis information from customer 
•    Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis
•    Ensure customer satisfaction through improved service and quality
•    Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers.
•    Identify and highlight to the appropriate authority any service concern or improvement opportunity.
•    Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations.
•    Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.

•    Adherence to the specified standards of Quality and Audit / Risk requirements
•    Working closely with developers, to review and under system package to be rollout in production environment.  
•    Highly organized individual able to work on multiple project streams and clearly display current progress
•    Logging, Co-ordination & escalation of issues and incidents - 
•    Track incidents and provide regular updates to users on request status and progress. 
•    Trouble shooting – log file investigation and extract details for review 
•    Follow escalation procedures during outages and ensure root-cause analysis is performed. 
•    Trend analysis, Incidents resolutions, Root Cause Analysis and Regular Reporting to identify areas for review for improvement 
•    Supply agreed metrics, KPI’s and trend reporting 
•    Escalate issues with any delays from upstream applications 
•    Escalate issues to the 2nd / 3rd line teams to keep within SLA.
•    Ensure all new deployments have supplied correct documentation and training 
•    Maintain the support documentation to ensure all areas in scope are current and accurate 
•    Proactive approach to technology related activities
•    To build relationship & network with all stakeholders