Key Responsibilities

• Lead, organise and control systems administration/management activities within policies/procedures, budget, planning to meet customer requirements.
• Resolve complex problem management issues regarding systems/operations by liaising with outside vendors and partners. May include installations, set-ups, error messages, on line transactions, system/application status, operational procedures in accordance with the service level agreement. Act as a point of escalation for complex problems within the team, providing technical advice and support to others.
• Undertake complex projects requiring specialised technical knowledge.
• Ensure user satisfaction by providing preventive maintenance, troubleshooting and quickly resolving highly complex problems.
• Undertake complex system/network projects/enhancements requiring additional specialise technical expertise. Co-ordinate and allocate the necessary resources and establish the right priorities in the execution of activities in an accurate and timely manner.
• May identify areas for automation and evaluate effectiveness and appropriateness of solutions.
• Define and implement recommendations on complex or ambiguous issues in the area of either systems, or databases, or applications or a combination thereof.
• Review highly complex problem situations and define preventive measures / improvements to processes, procedures or tools.
• May have day to day operational responsibility regarding work allocation, shift schedules, skills development plans, quality checking and follow-up for one or several teams. Provide input to performance management and development of the team(s), liaising with line manager regarding growth opportunities.

Competency Profile

• Takes Accountability for Delivering Results
  Decides on and pursues the best course of action to deliver results following in-depth analyses of relevant issues and conflicting factors and after assessing foreseeable risks; follows through to ensure delivery and closure or escalates as needed.
• Demonstrates Operational Excellence
  Sets clear standards for quality of work; adheres to / encourages a continuous improvement mindset; implements procedures, standards and policies to ensure operational success in terms of security, availability, reliability and customer satisfaction
• Expands Knowledge
  Continually extends specialist knowledge as a means of anticipating and preparing for changes in the business; uses a variety of methods and opportunities to learn and to exchange knowledge; encourages and facilitates development of others.
• Business Understanding and Commercial Sense
  Applies understanding of how different divisions contribute to meeting SWIFT's business objectives; understands market drivers of success and encourages changes to improve offerings while optimising commercial performance.
• Builds and Reinforces Customer Relationships
  Builds and maintains effective working relationships with a range of customers; actively listens to and translates complex needs into appropriate solutions while remaining sensitive to the complexities of the business and SWIFT's commitment to integrity in all relationships; encourages others to demonstrate strong customer focus and responsiveness.
• Leads with a Team Focus
  Encourages effective team working within and across the department; respects diversity and recognises contributions from colleagues; coaches and leverages others to achieve goals; leads by example and through constant demonstration of SWIFT values.
• Communicates Effectively
  Communicates effectively across a wide range of practical or theoretical issues ; modifies communication style to optimise understanding by others; clarifies applicable goals, objectives and business situations; acknowledges and respects other views.