Responsible for the management of a production environment. Co-ordinates activities of employees responsible for providing customer support services (application support and maintenance) in Hassle-free(BPM), EVRS & Gateway (sms/email) and BPM integration. Ensuring that they provide a service that will exceed the expectations of the clients. Managing the process of problem resolution. Prepare and maintain a contingency plan for key skills in the team. Ensures problems are logged, followed and escalated as stipulated by approved policies, standards and procedures. Ensures support staff resolves all logged calls within approved resolution times. Produce reports as required. Convene and manage business / technical meetings.Responsible for setting of departmental standards and ensuring adherence to standards (incl systems/application design). Responsible for overall application systems design, balancing optimisation of application access with resource utilisation factors. Assigns personnel to support and maintenance tasks and directs their activities. Perform risk management Exposure in Change Management. Manage stakeholder expectations. Drive projects through the Systems Development Life Cycle. Ensure all the required SLA’s and/or hardware and software contracts are up to date. Ensure that the relevant processes and policies are instituted to enhance efficiencies and productivity. Client engagement.

Responsibilities include supervising and coordinating activities of employees responsible for providing customer support services (application support and maintenance) in Homeloans Support. Ensures that they provide a service that will exceed the expectations of the clients. Manages the process of problem resolution. Ensures problems are logged, followed and escalated as stipulated by approved policies, standards and procedures. Ensures support staff resolve all logged calls within approved resolution times. Produces reports as required. Responsible for setting of departmental standards and ensuring adherence to standards (incl systems/application design). Is responsible for overall application systems design, balancing optimisation of application access with resource utilisation factors. Assigns personnel to support and maintenance tasks and directs their activities. Responsible for the management of a production environment.

Responsible for Database Archiving solution, that intelligently archives enterprise application data and addresses data retention, disaster recovery and disposal compliance issues, reducing costs, improving performance and minimizing risks. Providing a DB2 Mainframe Support service as per agreed customer specified requirements and defined service levels.Stakeholders/Clients Internal: storage management, DB2 and messaging, application services, operations, hardware support, disaster recovery planning and scheduling external: stakeholders - vendors

Business Management of an Integration Services development team. Staff leadership and development. Operational management of service/product delivery. Establishment and driving standards and team compliance. Financial management of team. Perform risk management Exposure in Change Management. Manage stakeholder expectations. Drive projects through the Systems Development Life Cycle. Ensure all the required SLA’s and/or hardware and software contracts are up to date. Ensure that the relevant processes and policies are instituted to enhance efficiencies and productivity.Skills and Experience• IBM WebSphere Application Server• IBM Message Broker• IBM BPM• IBM WebSphere Process Server• IBM WebSphere DataPower• Experience in SDLC

Supervising and co-ordinating activities of 13 employees responsible for providing customer support services (Infrastructure support and maintenance). Ensures that they provide a service that will exceed the expectations of the clients. Managing the process of problem resolution. Ensures problems are logged, followed and escalated as stipulated by approved policies, standards and procedures. Ensures support staff resolve all logged calls within approved resolution times. Produces reports as required. Is a technical expert in systems development in legacy and/or netcentric systems environments. Responsible for setting of departmental standards and ensuring adherence to standards (incl systems/application design). Is responsible for overall application systems design, balancing optimisation of application access with resource utilisation factors. Assigns personnel to support and maintenance tasks and directs their activities. Responsible for the management of a production environment. . Drive projects through the Systems Development Life Cycle. Ensure all the required SLA’s and/or hardware and software contracts are up to date. Ensure that the relevant processes and policies are instituted to enhance efficiencies and productivity.Responsible for the management and control of systems and network engineering support service functions, including strategy, support for business development, quality of service and operations in accordance with agreed operations and service level agreements. Ensures specialist technical expertise and support in installing, testing, tuning, optimising, diagnosing problems, repairing, upgrading and maintaining both externally and internally supplied networks, hardware and systems software. Monitor and managing system performance and disaster recovery program.Skills and Experience• IBM WebSphere Application Server• IBM Message Broker• IBM BPM• IBM WebSphere Process Server• IBM WebSphere DataPower• Experience in SDLC

Supervising and co-ordinating activities of 11 employees responsible for providing customer support services (application support and maintenance) in Middleware Application Support, TIM/TAM Support and RBAC. Ensures that they provide a service that will exceed the expectations of the clients. Manages the process of problem resolution. Ensures problems are logged, followed and escalated as stipulated by approved policies, standards and procedures. Ensures support staff resolve all logged calls within approved resolution times. Produces reports as required. Is a technical expert in systems development in legacy and/or netcentric systems environments. Responsible for setting of departmental standards and ensuring adherence to standards (incl systems/application design). Is responsible for overall application systems design, balancing optimisation of application access with resource utilisation factors. Assigns personnel to support and maintenance tasks and directs their activities.responsible for the management of a production environment.Skills and Experience• IBM WebSphere Application Server• IBM Message Broker• IBM BPM• IBM WebSphere Process Server• IBM WebSphere DataPower• Experience in SDLC

Document functional requirements and obtain signoff for new or enhanced systems functionality Interpret and Analyse business needs and translate these into IT requirements/specifications Design and develop test packs for the integrated testing of new systems functionality in accordance with audit standards Plan and manage user acceptance testing and obtain the signoff of new systems implementation and processes First line support for queries with either applications or reports. Document processes/procedures to assist with on going support for initiative. Provides an advisory service to users and user training. May operate in the maintenance or new development sector. Responsible for coaching

Active involvement in the development of test cases (Writing Test Plans, Performing testing.Testing business scenarios and features to ensure that a quality system will be implemented.Prepare and execute Unit Testing, System Integration Testing and User Acceptance Testing.Logging and management of defects.Attend and provide input in meetings and workshops related to the project and liaise with developers and Business analysts to confirm requirements and interpretation of requirements.

Siebel System Support:-• 2nd line support to e3 Business Support for Incidents raised.• Having an understanding of system functionality at enterprise sub-system level, the databases and data relationships• Provide an advisory service to all the Technical, Business Analysts, Support, Testing and training resources. Research staff suggestions and provide recommendations within timescale.Investigate and follow up on incidents logged on Remedy.Testing system enhancements and verify that changes are implemented successfully and ensure exception reports are actioned.Quality assurance and sign-off the development enhancements before being implemented into production.Updating of all procedures and checklists pertaining to all the various jobs, and ensure that all updated procedures are backed up.To adhere to all laid down procedures at all times.Siebel System Administration:- • Creating new users on system.• Creating new portfolios (positions) including the primary User on e3.• Updating position hierarchies on system• Assist with any System Administration Technical specifications/ program specifications.• Resetting of passwords for system non-production servers.• maintenance and enhancements to various tables on all environments.Siebel Testing:-• When applicable, responsible for assisting the Developers and/or Testers with Unit and/or Systems Integration testing - at the application level and/or possibly with the interface between applications. • High level User testing of all system enhancements, Production defects/Incidents and verify that changes are implemented successfully with the least amount of impact to the users and/or Customers. • Maintenance & enhancement testing of the System Administrator functions.

• To assist in handling incoming calls• To ensure that quality of ASIM’s and that they are logged correctly for all the calls taken by the SRT• To provide assistance to both the team leader and consultants• To be familiar with the SSC processes and procedures• To plan and co-ordinate resource capacities To maintain service level agreementsKey performance measures:• High level Customer Service with Low Abandon Call Rate• Consultant Competence and Accuracy of Information• Professionalism and Communication• Self Development and Support of New Technology• Development of consultantsImportant relationships1. Manage relationships external without SSC• Branches staff• Branch Champions• LAN Administrators• IT Development Area• IT 2nd and 3rd level support area• IT Management2. Manage relationship internal within (SSC)• Team members (SRT)• Problem Management• SSC Managers• SSC Training and Development