JOB SUMMARY
The Manager, Command Center, is responsible for overseeing the 24/7 operations of our IT infrastructure, ensuring its smooth functioning, identifying and resolving IT incidents, and maintaining optimal system availability.
DUTY & RESPONSIBILITY
- Escalate critical incidents to appropriate technical teams for advanced troubleshooting and resolution.
- Work effectively with internal teams (e.g., IT infrastructure, security, application ATM, card, and other departments) to diagnose and resolve IT issues.
- Communicate clearly and concisely with stakeholders regarding IT system health and any incidents.
- Generate reports on IT incidents, system performance metrics, and service level agreements (SLAs).
- Communicate effectively with internal stakeholders regarding IT service availability and incident activities.
- Maintain clear and concise documentation of IT command center processes, procedures, and escalation protocols.
- Document procedures and processes for the IT Command Center.
- Lead the planning, execution, and successful delivery of IT projects on time and within budget.
- Communicate project status updates to key stakeholders.
- Lead a team of IT specialists in monitoring network activity, server health, application performance, and security threats.
- Implement and maintain IT incident response procedures, ensuring timely identification, diagnosis, and resolution of IT incidents.
- Analyze trends in IT incidents and system performance to identify potential issues and implement preventative measures.
- Escalate critical incidents to the appropriate teams for further action.
- Document incident details, resolution steps, and lessons learned.
- Analyze trends and identify opportunities to improve IT system performance monitoring tools and incident response procedures.
- Manage and lead the team, providing direction and ensuring efficient and effective work practices.
- Managing subordinate staffs in the day-to-day performance of their jobs.
- Lead a team of IT professionals, providing coaching, mentoring, and performance management.
- Foster a culture of collaboration and continuous improvement within the IT team.
- Develop and manage the IT budget, ensuring efficient resource allocation and cost-effectiveness.
- Providing support for any projects and reporting to the head of IT operations.
- Supporting and providing the required information for any audit and compliance activities.
- Comply with all applicable regulations, rules, codes, guidelines, and standards set by regulators and the bank, and carry out duties with high integrity.
- Adhere to all established risk control guidelines, procedures, and measures to identify, assess, report, mitigate, and monitor the risks involved in the day-to-day work.
QUALIFICATION
- Bachelor's degree in Computer Science, Information Technology, or a related field (a Master's degree is a plus).
- Minimum 3-5 years of experience in IT operations, with a strong focus on incident management and problem-solving.
- Proven experience working in a 24/7 environment and managing a team under pressure.
- In-depth understanding of IT infrastructure, including networks, servers, and operating systems.
- Strong knowledge of IT incident management frameworks (e.g., ITIL) and best practices.
- Excellent analytical and problem-solving skills, with the ability to identify the root cause of issues.
- Superior communication, collaboration, and decision-making skills in a fast-paced environment.
- Strong leadership and supervisory skills are needed to motivate and guide a team of IT professionals.
- Excellent documentation and reporting skills.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
- Experience working in a fast-paced and dynamic environment.
- Proficiency in IT ticketing systems and monitoring tools.
- Experience with project management methodologies (e.g., Agile, Waterfall).
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
