Command Centre Operator

JOB PURPOSE:
The main purpose for the job is to:
Monitoring of real time EFT processing and online transactions processing. Identifying and reporting on service
impacting issues affecting the production environment, together with the company's products, networks and
applications
A clear understanding of the operational environment, an acute sense of urgency and the need to communicate
accurately and timeously whilst ensuring near 100% uptime is maintained are key requirements

KEY JOB FUNCTIONS:
• Assist Team Leader to maintain high levels of action, quality and precision, and a delivery focus.
• Required to complete daily shift tasks
• Ensure escalation is done promptly to the correct Support department with minimal downtime
• Work with other departments to solve and close current problems where applicable
• Communicate and assist team Leader on the status of outstanding internal/external issues and
communicate these with all parties concerned.
• 1st line troubleshooting and problem solving for internal and external clients as well as service
providers where applicable.
• Ensure all necessary tickets/incidents are logged and assigned to relevant support department.
• Ensure root cause and resolution analyses are included and updated in all Incidents being updated.
• On the job training and knowledge sharing requirements are brought to Team Leader’s attention.
• Ensure all Checklists are up-to-date and information is captured accordingly.
• Fulfil ad-hoc requirements that may arise and are not specifically listed above.
• Provides ongoing support to colleagues
• Understand the real time framework
• Communications: Written/verbal
• Batch Processes File transmissions

CORE COMPETENCIES:
• Personal drive to improve him/herself, the team, processes and ultimately client service
• Good communication skills both internally and externally (to Clients)
• Understanding of systems monitoring
• Understand the EFT Switching environment
• Understand the Batch processing environment
• Understand the different file movement protocol (SFTP, XCOM, CD etc.)
• Have an understanding how to identify alerts and the process behind them, fixing where possible
and alternatively escalating these alerts where required.