• • Working within group standards, ensure that all physical aspects of the local data centre are at standard.
  • Adhere to data centre architectural standards related to space planning, the engineering infrastructure (cooling, dehumidification, electrical systems, temperate control) and the technical infrastructure (cable plants, server racks, communication lines, switches, routers, etc). Ensure that expansion plans also adhere to these standards.
  • Monitor the use and availability of electricity in the data centre. This includes monitoring the availability of the UPS (uninterrupted power supply), battery banks, generator capacity, diesel supplies and overall power consumption.
  • Escalate any security failures or breaches immediately. Log the incident reports, participate in the investigations and execute the remedial actions to prevent recurrence.
  • Participate in the preparation of supporting documents to allow the formal review and tiering of the data centre. Ensure that the tier of the in-country data centre is maintained in line with group requirements.

• • Install, configure and commission all new servers in the data centre. This includes the loading of the operating systems (which could include Unix, Windows Server, IBM AIX and RHEL – Red Hat Enterprise Linux), antivirus installations and updates, firewall maintenance and patching.
  • Perform basic database administration functions for in-country databases, primarily Oracle and SQL. This includes database tuning including memory allocation, file fragmentation and disk usage. Enforce data security standards on the databases, troubleshoot and resolve errors and plan capacity. Complex database administration may be performed by third party vendors or group teams.
  • Monitor file server and storage utilisation. Execute archiving actions in accordance with group standards to free up storage capacity.
  • Setup of employee fileshare folders based on instructions received from business. Monitor that the types of files and security access standards are maintained.
  • Perform daily backups and restores that are done offsite.
  • Configure all desktops, printers, scanners and periphery equipment. Ensure that protocols are followed in terms of receipt of the hardware from suppliers and that operating systems, firmware and applications are loaded to specifications. Adhere to agreed service level turnaround times for the deployment of new hardware to end users.
  • Decommission or clean retired or recycled hardware using approved disk wipe tools.
  • Ensure that all incidents are logged with the appropriate criticality ratings. If there are questions on the criticality rating, refer to the Manager Production Services for advice.
  • Provide second level support for incidents that were reported to Service Desk Consultants and that were not resolved on first call.

• • Monitor the utilisation and speed of links by viewing the dashboards. Optimise the bandwidth. Raise incidents if any issues occur.
  • When requested, engage with the group or local telecommunications providers to drive resolution of connectivity issues.
  • Order and install telephony equipment include phone instruments, allocation of telephone lines, fax machines, voice recording and voicemail services. Review any installations done by third parties to determine if they meet group standards.
  • Perform the security installation and enablement of employee-owned tablets and smartphones.
  • Maintain network equipment loading of patches, firmware upgrades etc. Monitor the effectiveness of intrusion prevention and detection systems are in place.
  • Participate in the investigation of all local incidents related to unauthorised access to folders or systems.

• • Monitor the connectivity and network traffic for live interfaces including payment systems, trading analytics tools (e.g. Reuters, Bloomberg) and central bank interfaces. Log all incidents immediately. Provide input to the manager on the potential impacts of faults and outages and participate in the resolution discussions internally and with third party providers.
  • Monitor the processing of overnight and other batch uploads to all third parties including credit agencies, central banks, credit card companies (Visa, Mastercard, Amex etc.) and third party processing partners. Raise and resolve incidents.

• • Allocate employee mailboxes, set the system limitations on individual email size, attachment type and mailbox size. Maintain email distribution groups.
  • Archive of historical mailboxes for current and ex-employees in accordance with group retention standards.
  • Set up and maintain local web servers and services. This includes the local intranet, internet access (with internet access restrictions), proxy servers, internet firewalls and DNS servers.
  • Engage with local internet services providers and with group teams when internet or email services fail. Participate in the local root cause investigations.

• • Participate in the hardware, storage and network impact assessment for all projects that are planned for the country.
  • Participate in the planning, development, testing and implementation of internal IT production services projects end to end for example the deployment of new regulatory standards on data protection or the implementation of new electronic communications infrastructure.
  • Execute the local technical testing of new systems and infrastructure and provide the test results to the manager.

• • Provide input on the development of the in-country business continuity management plan. Participate in the disaster recovery testing once a year and help to resolve hardware and connectivity issues identified during testing.
  • Log all change requests and incidents correctly and close out within the allocated timelines.
  • Adhere to service level agreements in terms of resolution times and level of service.
  • Highlight service delivery issues experienced with third party service providers to the manager.
  • Provide input into the selection of catalogue items for the creation of purchase orders. Check that the goods received agree with the purchase orders and invoices.

Description or examples: Activities and timelines are defined by the manager, but the job holder requires a high level of technical expertise to maintain the equipment.

Business area: Group technology teams
Job: Production support colleagues
Nature of relationship: Provide and receive a service
Sphere of influence: Impact the whole functional area
Description or examples: Collaborate on new developments, escalating issues on group connectivity or hardware issues.

Degree of original thought required to solve problems:

Patterned – Similar situations, solution by choice of known processes

Description or examples: Issues and incidents will vary, incumbents are expected to resolve most incidents using their own expertise and experience but may escalate more complex or new types of incidents to the line manager for support.

Description or examples: Due to the broad nature of IT infrastructure, being data centre, networks, telecommunications, servers, PC’s etc, the job holders cover a broad range of technical activities on a day to day basis.

Description or examples: Standard operating procedures are defined.