Job Description: Data Centre Operator

Purpose of the Role

To effectively monitor and maintain the bank’s critical technology infrastructure, resolve complex technical issues, and minimise disruption to operations.

Accountabilities

• Provide technical support for service management to resolve complex issues for specific clients or groups of clients.
• Develop and improve the support model and service offering to enhance customer and stakeholder satisfaction.
• Execute preventative maintenance on hardware and software, leveraging monitoring tools and metrics to:
  • Identify and prevent potential issues.
  • Ensure optimal performance of systems.
• Maintain a knowledge base containing detailed documentation of resolved cases for:
  • Future reference.
  • Self-service opportunities.
  • Knowledge sharing across teams.
• Analyse system logs, error messages, and user reports to identify and resolve causes of:
  • Hardware issues (e.g., faulty components, replacements required).
  • Software issues (e.g., reinstallation, configuration updates).
  • Network issues (e.g., connectivity, latency, or infrastructure problems).
• Enhance support capabilities in automation, monitoring, capacity management, resiliency, and business continuity.
• Provide front-office-specific support and manage stakeholder expectations.
• Identify and remediate (or escalate through processes) potential service-disrupting risks.
• Proactively assess support activities to:
  • Implement automations for efficiency.
  • Maintain system stability.
• Continuously tune monitoring tools, alert thresholds, and response protocols to detect issues early.

Analyst Expectations

For Individual Contributors

• Meet customer/stakeholder needs through specialist advice and support.
• Execute prescribed tasks timely and to a high standard, influencing team workflows.
• Lead or supervise assigned team processes, allocating responsibilities and coordinating resources.
• Self-manage workload, implement systems/processes, and contribute to broader projects.
• Collaborate with cross-functional teams and ensure work aligns with internal/external requirements.
• Check colleague work to maintain consistency and quality.
• Provide specialist expertise in own area of responsibility.
• Take ownership of risk management and controls within one’s scope.
• Adhere to rules, regulations, and ethical codes in daily operations.
• Understand broader sub-function objectives, contributing to team-wide impact.
• Use experience and professional judgment to assess non-standard situations.
• Deliver sensitive/difficult information (e.g., customer advice) transparently and professionally.
• Build relationships with stakeholders to identify and address their needs.