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CIB - EMEA Command Centre – EMEA Banking Operations - Monitoring and Incident Management - Associate - Bournemouth

Req #: 180014980
Location: Bournemouth, ENG, UK
Job Category: Operations
Job Description:

Functional description

The Command Centre will provide a world class business alert management and P1 incident management capability across Banking Operations. The next few years will be an exciting and dynamic time for Banking Operations as we migrate to a new state-of-the-art global payments system, lead the industry in Intraday Liquidity management and ramp up solutions across multiple additional legal entities across Europe.

The Global Command Centre have an exciting part to play in those challenges and in its own evolution of the Business Activity Monitor (BAM).


Our target operating model will:

  • Provide a holistic view of the health of the business, customer critical applications and business processes.

  • Provide 24x7 monitoring support of the business environment.

  • Provide first response resolution capability of both technical and operational issues, provide rapid and targeted escalation when unable to resolve issues.

  • Coordinate the collation of potential and actual impacts during incidents to support Senior Management and Client Service communications.

  • Be a central point of contact and communication for business stakeholders during impacting technology events (P1Sx and above)

  • Act as partners with Global Incident Management during P1 Incidents.

  • Develop CIB wide technical and operations expertise to continuously improve our monitoring and incident capability


Role Description                                                                        

The primary responsibility of this position is oversees the monitoring and maintenance of various application infrastructures. Act as a single point of contact for the Line of Business and external service providers for all applications and connectivity related issues. Initiate incident management process and engage with LOB Management, Production Support and other Technical support groups to remediate and resolve incidents. The role involves close coordination and working with other Command Centre operations sites to ensure business goals and objectives are met.


Specific Responsibilities Include:

  • Oversee Monitoring of Systems, Links and Transmissions.

  • Monitor alerts in Business Alert Management (BAM) or other monoitoring tools

  • Identify and report business/client/technology impacting incidents which warrant escalation to the Incident Manager

  • Initiate, Chair & Manage Bridge Calls.

  • Engage with LOB Management, Production Support and other Technical support groups to resolve and remediate alerts and incidents.

  • Engage all Partners for incident resolution and communication - Service, Product and Technology teams

  • Notify upstream and downstream impacted operation managers of business impact.

  • Initial escalation of incident to the relevant senior manager operations manager

  • Govern the daily hourly health checks

  • Participate in root cause analysis reviews

Desired Experience
  • Understanding of CIB EMEA Banking Operations
  • Understanding of Incident Management and monitoring
  • Ability to understand application architecture and convert technical information within an operations environment
Key Competencies
  • A proactive approach to problem solving, taking ownership of issues and having the determination to follow through. Escalate issues as appropriate.
  • Demonstrates accountability and concern for quality of work.
  • Good Interpersonal skills to be able to communicate internally & externally and at all levels.
  • Excellent communication skills
  • Strong  analytical skills
  • Ability and experience of working as part of a global team
  • Good Microsoft application skills (PowerPoint, Excel, Word, SharePoint, InfoPath) 
  • Excellent written & oral communication skills.
  • Demonstrates accountability and concern for quality of work.
  • Proven ability to build strong business relationships within the site and across the business. 
  • Experience of working as part of a Global team.
‘A+ Behaviours’
  • Possess a sound understanding and demonstrate positive, inclusive behaviors in all interactions, including:
  • Partnership
  • Communication
  • Analytical Thinking
  • Ownership & accountability
  • Change & Innovation
  • Resilience, adaptability & discipline
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