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Support Provisioning Manager
at Central Bank of Ireland in Dublin City South
Support Provisioning Manager
The Central Bank of Ireland has responsibility to regulate the Irish financial services industry and to safeguard Irish financial stability. A career with the Central Bank of Ireland offers a wide range of career opportunities including the supervision and regulation of the financial services industry in Ireland at a very challenging time.
Reporting to the Head of IT, the Support Provisioning Manager is responsible for all aspects of technology and application support within the IT team. The Support Provisioning function has full responsibility for the following core support areas:
•Configuration Management
•Network Support, including network maintenance and upkeep
•Infrastrastructure Support
•Application Support
•Service Desk
•Incident Management
Responsibilities:
•Develop an in depth understanding of CBI’s technical support operation and to design structures, processes and metrics for its effective delivery
•Ensure that service level agreements and the importance of compliance are fully understood and implemented within the support organisation
•Take ownership of the overall support and incident management processes
•Communicate with the business units to increase satisfaction levels and to understand support requirements in detail
•Ensure transition / migration plans from development projects to support take place using defined processes, are properly documented and that the support organisation is positioned to assume support
•Identify, implement and produce monthly metrics on an appropriate range of ITIL processes throughout the support organisation.
•Carry out impact analysis on proposed changes to production environments.
•Ensure the patching and maintenance policies are appropriate, adequate and fully complied with.
•Create and maintain effective relationships with thirs party suppliers of support services
•Take ownership of all aspects of the personnel management of the support function.
•Ensure that a comprehensive IT Contingeny Plan is developed, regularly tested and maintained.
•Ensure that relevant best practice policies are adopted and adhered to for all aspects of IT security
•Ensure necessary alignment with support requirements and policies of the ECB, ESCB and Eurosystem environment
Skills / Expertise Required:
•10 Years experience in developing and managing complex integrated processes in a time critical SLA-driven IT environment;
•ITIL certification with demonstrable experience of ITIL implementation;
•Ability to analyse the organisation’s IT strategy and translate it into local support improvement objectives that are pragmatic and deliverable in the necessary timeframes and cost parameters;
•The capability to lead, motivate and challenge a support team to deliver and to continue to develop their skills and competencies along IT industry best practice;
•Excellent analytical, planning, communication and presentation skills.
•The minimum requirement for this position is an honours third level degree or professional qualification combined with substantive relevant professional experience.
Benefits
The Central Bank of Irealand offers a variety of employee benefits including:
•A flexible working system
•Defined benefit pension scheme
•Excellent work/life balance facilities
•An academic and professional training scheme
•Subsidised health schemes
•An employee assistance programme.
To Apply
Successful candidates will have a proven track record at management level and relevant technical skills and experience. Only electronic application forms and CVs will be accepted through our website www.centralbank.ie. Closing date for receipt of all applications is 30th June 2011.
Cuirfear fáilte roimh chomhfhreagras i nGaeilge.
The Central Bank of Ireland is an equal opportunities employer.
The Central Bank of Ireland has responsibility to regulate the Irish financial services industry and to safeguard Irish financial stability. A career with the Central Bank of Ireland offers a wide range of career opportunities including the supervision and regulation of the financial services industry in Ireland at a very challenging time.
Reporting to the Head of IT, the Support Provisioning Manager is responsible for all aspects of technology and application support within the IT team. The Support Provisioning function has full responsibility for the following core support areas:
•Configuration Management
•Network Support, including network maintenance and upkeep
•Infrastrastructure Support
•Application Support
•Service Desk
•Incident Management
Responsibilities:
•Develop an in depth understanding of CBI’s technical support operation and to design structures, processes and metrics for its effective delivery
•Ensure that service level agreements and the importance of compliance are fully understood and implemented within the support organisation
•Take ownership of the overall support and incident management processes
•Communicate with the business units to increase satisfaction levels and to understand support requirements in detail
•Ensure transition / migration plans from development projects to support take place using defined processes, are properly documented and that the support organisation is positioned to assume support
•Identify, implement and produce monthly metrics on an appropriate range of ITIL processes throughout the support organisation.
•Carry out impact analysis on proposed changes to production environments.
•Ensure the patching and maintenance policies are appropriate, adequate and fully complied with.
•Create and maintain effective relationships with thirs party suppliers of support services
•Take ownership of all aspects of the personnel management of the support function.
•Ensure that a comprehensive IT Contingeny Plan is developed, regularly tested and maintained.
•Ensure that relevant best practice policies are adopted and adhered to for all aspects of IT security
•Ensure necessary alignment with support requirements and policies of the ECB, ESCB and Eurosystem environment
Skills / Expertise Required:
•10 Years experience in developing and managing complex integrated processes in a time critical SLA-driven IT environment;
•ITIL certification with demonstrable experience of ITIL implementation;
•Ability to analyse the organisation’s IT strategy and translate it into local support improvement objectives that are pragmatic and deliverable in the necessary timeframes and cost parameters;
•The capability to lead, motivate and challenge a support team to deliver and to continue to develop their skills and competencies along IT industry best practice;
•Excellent analytical, planning, communication and presentation skills.
•The minimum requirement for this position is an honours third level degree or professional qualification combined with substantive relevant professional experience.
Benefits
The Central Bank of Irealand offers a variety of employee benefits including:
•A flexible working system
•Defined benefit pension scheme
•Excellent work/life balance facilities
•An academic and professional training scheme
•Subsidised health schemes
•An employee assistance programme.
To Apply
Successful candidates will have a proven track record at management level and relevant technical skills and experience. Only electronic application forms and CVs will be accepted through our website www.centralbank.ie. Closing date for receipt of all applications is 30th June 2011.
Cuirfear fáilte roimh chomhfhreagras i nGaeilge.
The Central Bank of Ireland is an equal opportunities employer.
Apply for this job
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Published at 17-06-2011
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Viewed: 965 times