Principal Accountabilities: Key activities and decision making areas
Impact on the Business / Function
• Incident Management
• Problem Management
• Change Management
• Continuous Service Improvement
• Cost and budget Management
• Regular written performance reporting on services provided
• Timely written and verbal communication to all stakeholders providing relevant levels of awareness for key topics
Typical Targets and Measures
I. All the incidents are logged and tracked to closure
II. All incidents should be discussed in DQR with Problem Management Team
III. Any changes to GBM Applications should be approved by RTB team
IV. All Incidents should be reviewed and repeat incidents should be part for Service Improvement plan
V. Conduct BCP and DR drill to ensure business continuity
VI. IT Management and Staff feedback
VII. Effectively manage RTB workbook and prioritize non-discretionary items basis available resource availability
VIII. No Management surprise's
IX. Weekly, monthly tracking of all tasks project and ensuring RBPM processes are adhered.
X. Timely and accurate management updates to relevant forums.
XI. Submissions of common tasks such as PMO, COO dashboard, as well as CRAO submissions.
I. Updated incident tracker sent to all stake holders.
II. All problems resolved as per agreed GBM quality KRA's
III. All GBM changes to be approved by RTB Team
IV. MOM reduction in Red nd Amber Incidents
V. BCP and DR Drill reports to be stored in GBM sharepoint
VI. Regular 121 and updates meeting with production lead
VII. Timely and accurate closure of ALL regulator requests
VIII. Timely and accurate submission of management updates etc are documented and sent via email.
IX. All project submissions related information should be stored centrally and documented evidenced.
Ideal candidate profile