Global Systems Operator

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Global Systems Operator contributes to the overall success of the 24x7 Global Systems Operations Centre ensuring specific individual and team goals, plans, initiatives are executed and delivered in support of the team’s business strategies and objectives. All activities are conducted in compliance with governing regulations, internal policies and procedures.

• Contribute to a customer‑focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Consistently meet or exceed user expectations for the delivery of critical batch processes and monitoring across all geographies and lines of business, including managing work‑in‑progress limits, facilitating incident management bridges and communications, performing recovery procedures, and monitoring alerts/ incidents within the approved enterprise incident SLA.
• Monitor operations of workload automation and monitoring tools according to documented procedures, approve and set up manual scheduling, identify root cause for failed jobs, and perform corrective action for application/infrastructure alerts to meet service level agreements.
• Maintain a strong customer service mindset while monitoring the Bank’s online applications across all geographies to ensure they operate within documented Service Level Agreements.
• Document all problems worked on in detail within the incident record and provide a chronology to senior management for all service‑impacting issues, tracking and escalating incidents as necessary.
• Complete Shift Turnover logs, Morning Statuses and all relevant logs before shift turnover and keep Senior / Senior Manager aware of any outstanding issues requiring attention.
• Ensure all programmers and other individuals follow established protocols for Emergency Change Requests, Mailboxes, Special Processing, Incident/Batch Management, etc., so nothing adversely affects the Bank’s critical information asset processing.
• Suggest ongoing processing improvements and scrutinize changes submitted by other departments, stepping into the role of Senior Global Systems Operator in their absence.

• Associate’s or Bachelor’s Degree or a technical institute degree/certificate in Computer Science, Information Systems, or a related field, or equivalent work experience.
• 2‑5 years of technical or operations‑based work experience.
• Ability to work in a fast‑paced environment and adapt to change in process/procedure to accommodate customers while focusing on risk mitigation and customer service.
• Excellent verbal and written communication skills to ensure incidents/problems are clearly understood and documented.
• Excellent organization and time‑management skills with the ability to manage multiple problems from simple to complex concurrently.
• Ability to focus on timelines and Service Level Agreements to ensure they are achieved in an operations environment where multiple issues may occur.
• Spanish as a second language is an asset for communicating with our international partners.
• In‑depth knowledge of workload automation tools such as CA7 Scheduler, Autosys, Sysadmiral (Tidal), Control M (BMS), AS400/iRobot, etc.
• Working knowledge of Endevor, Data Management, Problem and Change Management, TSO/CLISTS, ACF, BUNDL, APCDOC, JCL, AIX and Service Now platforms (Event Management, Incident management, Knowledge).
• Working knowledge of monitoring tools that feed into the Global Systems Operations Centre (SMURF, Dynatrace, Splunk, Aternity, Foglight, AQA‑STM, etc.).
• Working knowledge of IMS, CICS, DB2, CMS and VSAM, and proficiency in configuring Personal Communications iSeries Access for Windows, using HMC consoles for a multi‑LPAR environment, RDARS and Content Management on Demand.
• PC skills are essential, including Windows, Office, Word, etc.
• Ability to handle problems ranging from moderate to difficult complexity, providing technical and/or operational guidance to Development and User areas.