POSITION DESCRIPTION
Senior Officer, Command Center supports guiding the team to ensure the smooth operation and swift resolution of IT-related incidents. As Senior Officer, Command Center will be responsible for monitoring, maintaining optimal IT services delivery, and minimizing downtime; identifying and diagnosing issues; and taking necessary actions to restore functionality or escalate problems.
DUTY & RESPONSIBILITY
- Escalate incidents to appropriate technical teams for advanced troubleshooting and resolution.
- Manage and prioritize the workload of the command center team.
- Track report on key performance indicators (KPIs) for the command center.
- Collaborate with other IT teams to ensure seamless communication and incident resolution.
- Stay up to date on the latest IT technologies and best practices.
- Lead/guide the team in monitoring network activity, server health, application performance, and security threats.
- Monitor IT systems and infrastructure for potential issues and proactively identify and troubleshoot incidents.
- Develop and maintain documentation for IT processes and procedures within the Command Center.
- Ensure adherence to IT policies, procedures, and service level agreements (SLAs).
- Analyze incident trends and reports to identify root causes and implement preventive measures.
- Document incident details, resolution steps, and lessons learned.
- Analyze trends and identify opportunities to improve IT system performance, monitoring tools, and incident response procedures.
- Managing subordinate staff in the day-to-day performance of their jobs.
- Manage and lead the team, providing direction and ensuring efficient and effective work practices.
- Foster a culture of collaboration and continuous improvement within the IT team.
- Providing support for any projects and reporting to the manager.
- Supporting and providing required info 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.
- Minimum 2-3 years of experience in IT operations or service desk management.
- Good communication, problem-solving, interpersonal skills, and working effectively under pressure in a fast-paced environment.
- Experience in IT ticketing system incident management tools (a plus).
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
