Works as part of the LAM Operations team who are customer focused delivering world class customer service whilst maintaining awareness of regulatory and governance responsibilities.
Action incidents, changes and service requests within agreed service levels.
Provision of the production service to internal consumers in line with production stability KRI’s.
Operational Support and Governance
Deliver the following operational services by LAM Operations to the business:
Joiners – setup of new user access to requested business systems.
Movers – ensure a movers access to business systems is amended in a timely manner.
Leavers – deprovision user access upon user exit ensuring the associated user access to internal and 3rd party applications is disabled or removed.
User Access Requests – manage the provisioning and deprovisioning of user access to applications that are provisioned internally by ICBCS/SBG as well as external 3rd party applications.
Perform system password resets and account unlocks as requested.
Creation and set up of new distribution lists, shared folders, mailboxes, service accounts, breakglass accounts as requested via Signature
Troubleshoot user access issues
Be familiar in performing user administration and service request activities using toolsets such as Sailpoint, HiPAM, Cherwell, Active Directory, Unix etc
Be familiar with the IT Service Management tools including Cherwell to raise and action service requests, incidents, change tasks or problem tasks
Provide ad-hoc user access reports or access control lists for 3rd party applications as and when required
Identify and recommend improvements to manual processes which can be automated or partially automated to reduce cost or manual effort.
Assist with on-boarding new applications to the LAM Operations team by:
Working with RTB teams to obtain administrator access
Document LAM specific procedure manuals
Cross-skilling other members of the LAM Operations team
Adhere to GPS governance, standards and procedures including all security policies and control frameworks.
Adhere to the IT Risk and Security framework, actively identifying and closing operational risk items. Ensure identification, awareness and planning of activities to mitigate risk.
Delivery of agreed Change The Bank tasks and projects assigned to the LAM Operations team
Provide out of office hours support based on a rota published by the LAM Operations team.
Assist with Business Continuity and Disaster Recovery Tests including attendance at business continuity sites.
Experience required to successfully perform the role:
Extensive experience of working in a regulated environment, ideally Financial Services
Specialist Skill – Acquires and develops the specialist and technical knowledge and skill to perform the role on an ongoing basis within the changing environment of the Bank.
Business Knowledge and Contribution – Understands the broader business environment in which they work from an industry, organisation, Business Unit and role perspective.
Risk Management – Identifies and manages risk within their area/s of influence and uses, develops and implements risk measurement and management systems, processes and policies within the business.
Project Management – Develops and monitors courses of action (work plans) for themselves to ensure that work is completed in a controlled and efficient manner.
Knowledge Management – Uses, develops and implements systems and processes to capture, manage and distribute up to date, accurate and readily accessible knowledge and information across the business, to a wide range of stakeholders
Serving Our Customers
Working in Teams
Pays attention to detail
High level of integrity
Customer focused mindset
Knowledge, technical skills and expertise
SailPoint – Demonstrable skills in operational use of SailPoint for Identify Access Management.
HiPAM – Demonstrable skills in operational use of HiPAM
Active Directory – a good understanding of Active Directory OU structure, Group Policies and NTFS permissioning. Experience in provisioning of access to AD groups and OUs is essential.
ITSM Tool experience – experience in using Cherwell or other recognized ITSM tools is desirable.
Application access administration
Understanding of Financial Regulatory controls across multiple global jurisdictions.
Other key applications as designated
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