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.
Provide third line operational support for all technologies operated by Endpoint Engineering, with overall accountability as the internal technical escalation point.
Responsible for resolving and fulfilling incident, problem, change and service requests for all technologies managed by Endpoint Engineering
Responsible for supporting business change and managing the lifecycle of existing platforms
Provide shift cover and out of hours technical support by joining the team support rota
Responsible for the management, effectiveness & performance of the of the organisation's EUC technology stack, 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
3+ years' experience of 3 rd line support in an EUC Engineering role
Preferably an IT related degree or relevant technical certifications