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Division Summary The Global Production Services function (GPS) consists of a number of business facing service providers, delivering infrastructure services to the banks platforms globally. Compromising of technology Infrastructure and all associated operational functions as well as the Global Real Estate Services department. These functions are delivered to ICBC across the banks footprint globally, including Asia and the Americas. Upholding the highest levels of service excellence, GPS deliver a full catalogue of business products and services whilst ensuring a resilient, scalable and continuous business operation 24/7. As well as its operational focus, GPS has an extensive investment portfolio, with the sole purpose to drive change and innovation to the banks platforms and services, ensuring the latest technology standards and adherence with all regulatory and control frameworks. The team consists of over 100 staff globally with a passion for high performance and collaboration; ensuring customer satisfaction and service excellence is at the heart of everything we do. Job Purpose To provide operational support for the Endpoint Engineering infrastructure stack at third line level providing the ultimate internal technical escalation point for this stack within the ICBC Standard bank business. Responsible for resolving &\or fulfilling incident, problem, change, service requests, break-fix, Application packaging requests, maintaining the master Windows images. Responsible for the 'Deploy and Operate' GPS process on behalf of the Business including Service, Operations and Service transition as per the GPS operating handbook. Provide technical EUC knowledge to support the GPS portfolio management function and Business project requirements Provide out of hours technical support by forming part of the on call roster within the team. Key Responsibilities
Responsible for the management, effectiveness & performance of the of the organisation's EUC technology stack operations, which will satisfy service level agreements (SLA's), and operational level agreements (OLA's), with Lines of Business (LoB), and other Run The Bank IT (RTB), teams.
Responsible for deployment of the Endpoint Engineering technology stack and component items, including deployment planning, scheduling & control, installations, hardware & software lifecycle management, upgrades (including capacity, modifications & enhancements and end-of-life replacements), as applicable.
Endpoint Engineering technology stack operations, including monitoring (command & control), and technical support & optimisation (to maximize availability); inclusive of systems support, communications, automation, storage, backup, restores, user access control, virus protection & safeguarding, as applicable.
Endpoint Engineering technology stack service management, including incident-, event-, problem- and request fulfilment management and end user (customer), support, interfacing with the organisation's IT Service Delivery department's process & procedure where applicable.
Apply & maintain suitable technical skills to support the organisation's Endpoint Engineering technology stack and its customer base.
Develop, maintain & support suitable business & IT applications for Endpoint Engineering stack operations.
Develop & utilize support interfaces with other departments in the organisation as well as the broader IT group and GPS.
Endpoint Engineering technology stack risk management with respect to identifying risk, reporting risk and mitigation \ resolving risk in support of the organisation's risk department and GPS's risk management governance. No acceptance of risk to be undertaken.
Endpoint Engineering technology stacks performance reporting against key performance indicators & metrics in support of GPS business management governance & the organisations business management governance.
Participate in & support architecture designs, roadmaps, planning & deployments.
Providing support & technical escalation to regional support staff as required.
Execute additional responsibilities &\or tasks as designated by operational management
Preferred Qualifications and Experience
Experience (2nd/3rd line support) in an EUC Engineering role
IT related degree preferable or relevant technical certifications
Knowledge, technical skills and expertise:
Citrix XenDesktop 7.6
Citrix XenApp 6.5
Citrix Provisioning Services 7.6
App-V 5.x packaging
Altiris Deployment Server - Software and OS Deployment
Active Directory - Group Policy
AppSense Desktop Now 8.x
Windows Server 2008 R2 and above
PowerShell / VB / Batch scripting
Wyse Device Manager 4.9 and above
Windows 7 / 10
Global Mind Set - Working together with all ICBC Standard Bank regions to ensure a consistent infrastructure stack and globally consistent support function.
Being Proactive - Strives to stay ahead by anticipating rather than reacting; ensures that their actions are always carefully considered.
Resilience - Has confidence in their ability to achieve ambitious goals and celebrates success.
Problem Solving Style - Identifies clarifies/defines and works through challenges towards a defined outcome.
Acting with Integrity - Lives the Bank's business model based on trust and integrity as perceived by our stakeholders, especially our customers.
Personal Accountability - Takes full responsibility for their actions and the impact that you have on others; self-driven with a desire to continually grow and improve on their performance.
Valuing Diversity - Demonstrates dignity of all people. Respects others and what the Bank stands for. Recognises that there are corresponding obligations associated with individual rights.
The role would suit someone who is:
Able to multi-task and navigate complexity
Agile and ready to transition into to a 3rd line support role
Able to work across multiple technologies, specializing in more than one area
Data Privacy Notice ICBC Standard Bank Plc would like to make you aware of our data privacy notice for candidates, please take the time to read https://careers.icbcstandard.com/res_gdpr_privacy.html . If you are applying to ICBC Standard via a recruitment agency, you do not need to click the accept button at the bottom, as this will start a registration process and your agency have already taken care of that. By applying for this role, you are accepting the terms and conditions of this privacy notice. You can ask for your CV and any other applicable data to be removed from our database at any time but otherwise this data will be held for a fixed period as set out in the notice. If you are applying to ICBC Standard Bank directly please click the accept button at the bottom, as this will start a registration process.
Requirements: Locale London
Internal Number: 6568719
About ICBC Standard Bank Plc
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