Service Operations Shift Supervisor

About the role

The incumbent validates shifts from shift to shift through handover and management reporting, supervises Service Operations Shift Operators and operates and monitors the Group's ICT Service Operations processes and services.

Key responsibilities

• Supervise staff, covering on-the-job training, assignment scheduling, periodic performance appraisals, coaching, mentoring and corrective action.
• Help develop shift and operational plans focused on standards, requirements and detailed information to meet scheduled baselines.
• Ensure shift duties, assignments and reporting and handover documents are complete and passed to the next shift supervisor.
• Make sure service operations processes follow established procedures, job schedules and timeframes using software, equipment and human resources.
• Recommend improvements to operational activities to simplify processes and achieve agreed system availabilities.
• Review logs and control reports so data conversions and transaction inputs are balanced as per control guidelines.
• Liaise with branches and units on enquiries, special requests, logged incidents and problem notifications.
• Validate support levels for transport, office supplies and media supplies and ensure their availability and replenishment.
• Verify and dispatch financial payment instruments (files, cheques) with full accountability.
• Support the Change Release Department during user testing, escalating errors and submitting outputs as requested.
• Complete scheduled and ad-hoc service desk requests on time and respond to staff problems within SLAs.
• Perform the function of a Shift Operator when required, and prepare management reports from system data.
• Handle customer calls and requests courteously, escalate to the reporting Supervisor/Manager when needed, and promote the Group's products and services internally.
• Complete special projects, verify that automated and manual jobs are accurate and on time, and work from the Disaster Recovery site on schedule.
• Train new Shift Operators on process flow and operating procedures.

Required profile

• Bachelor's degree in Information Systems or Computing with at least one year of supervisory-level ICT Service Operations experience.
• OR one year of ICT Service Operations experience with an advanced certificate in Supervisory Management.
• OR Associate's degree in Information Systems or Computing with three years of ICT Service Operations, including one year supervisory.
• OR Diploma in Information Systems or Computing with four years of ICT Service Operations, including one year supervisory.