JOB DESCRIPTION

Job Title: Head, Messaging & Job Reference

Collaboration Services indicator:
Organization Group Information Job grade: MGR - AGM
Function: Technology
Organizational 5 Location: Head Office
Level:

Reporting Relationships
• Functionally reports into: CTO
• Administratively reports to: CTO
• Supervises:

o Unit Head, Messaging and Directory Services

o Unit Head, Unified Communication
o Unit Head, Mobile Devices & Social Media

Job objective(s)

To ensure continuous uninterrupted operation of Messaging and Collaboration Application
and Infrastructure data within the framework of the agreed service levels.

To manage business continuity and disaster recovery operations and ensure there is 99.99%
service Availability and zero data loss in the event of disaster events.

Duties & Responsibilities

• Design technology solutions to enable business collaboration requirements and processes.

• Conducting research on collaboration software products to meet agreed upon
requirements and to support purchasing efforts.
• Oversee purchase, deployment, and upgrade schedules of social media management
solutions.
• Continually assess the changing social media environment to ensure the organization
maintains an optimal social channel mix.
• Create and maintain documentation as it relates to system configuration, mapping,
processes, and service records.
• Monitor and test system performance; prepare and deliver system performance statistics
and reports.
• Design and deploy new applications and enhancements to existing applications,
software, and operating systems.
• Administration and Support of Exchange Servers on Windows Server platform etc. for over
12,000 users Bank wide
• Manage and Administer Blackberry Server infrastructure and the Enterprise Mobility
Management Application for BYOD
• Ensure that all user requests via the helpdesk assigned to the team is responded to on time.

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• Administration and Support of Microsoft Lync application.

• Design and implement short- and long-term strategic plans to ensure infrastructure
capacity meets existing and future business requirements.
• Managing assigned projects and program components to deliver services in accordance
with established objectives.
• Establish service level agreements with business units and external service providers.
• Prepare RFPs, bid proposals, contracts, scope of work reports, and other documentation
for Messaging and Collaboration Services Support and associated efforts.
• Liaise with GPVM to coordinate the negotiation with vendors, outsourcers, and contractors
to secure- Banking specific products and services.
• IT asset management, including maintenance of component inventory and related
documentation
• Ensure proper documentation of Messaging and Collaboration process/procedures and
Configuration items
• Develop and control department budget appropriately
• Perform other duties as may be assigned by the CTO

Key Performance Indicators

Financial

IT Operations cost vs. Budget

Customer

Customer Satisfaction

Operational downtime associated E-Banking Services

IS Audit & Regulatory exceptions relating to IT Operations & Infrastructure

Internal Process

Service uptime

Employee

Employee satisfaction level

Carrier Development

Minimum Education Qualifications

• Minimum educational level – First degree in Computer Science/Engineering, Systems
Engineering or Operational sciences with strong Information Systems component.

• A second degree in any of these disciplines, an MBA and/or technical certifications will
enhance performance though not essential.

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Previous Work Experience Requirements

• Minimum requisite experience – 10 years relevant experience with at least 3 years at IT
management level within a technology intensive environment (Financial Services,
Telecommunications, etc).
Key Competency List (aligned to SFIA framework)
Core Skills/Competencies: Other required Skills/Competencies:

Corporate governance of IT (GOVN L5)
Procurement (PROC L5)

Solutions architecture (ARCH L5)
Supplier relationship management (SURE L5)

IT management (ITMG L5)
Emerging technology monitoring (EMRG L5)

Capacity management (CPMG L5)
Business process improvement (BPRE L5)

Service level management (SLMO L6)
Contract management (ITCM L5)

Availability management (AVMT L6)
Resourcing (RESC L5)

Configuration management (CFMG L5)
Learning & development mgmt (ETMG L5)

Change management (CHMG L5)
Stakeholder relationship management (RLMT

Asset management (ASMG L4) L4)

Release and deployment (RELM L6)
Business risk management (BURM L5)

Problem management (PBMG L5)
Client services management (CSMG L5)

Continuity management (COPL L5)
Human Experience Evaluation (USEV L5)

Technical Specialism (L5)

Financial management for IT (FMIT L4)

Project management (PRMG L5)

Workforce/Employment Wage
Type Requirement

Working Conditions Work Tools

Developed by: Approved by: Concurred by:

Date: Date: Date:

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