Senior Analyst, Communications TT

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Purpose of Role:

The position of Senior Communications Analyst is responsible for providing specialized technical support commensurate with acquired telecommunications skills required during the conception, planning and design of technical solutions to satisfy business needs. The position reports to a manager, although, depending on the nature, size and duration of a project, the incumbent may also be reported temporarily to a Communications project manager in a matrix environment. May lead large projects or projects that have significant impact to the Bank that cross multiple disciplines and organizations. Must be able to work independently to accomplish tasks. The scope of communications includes network architecture, communications hardware and software, networking applications, network management, planning and management of financial budgets, communications products and services.
Responsible for providing directional guidance to IT Support staff and clients to plan, implement, and support a diverse and wide range of technology, encompassing all FirstCaribbean networks in all branches in the region, maintaining service reliability and availability in line with Service Level Agreement requirements consistent with strategic objectives. Procedures and policies, based on experience and industry best practice, will be developed to quickly resolve all incidents and introduce cost-effective structural remedies to permanently fix problems while maintaining confidentiality, availability, and integrity of all systems, networks, and data. Knowledge of banking products, procedures, business practices, and customer expectations is a must to gauge the effect of change on service delivery.

Key Accountabilities:

As per the technical architecture plans, capacity plans, and business plans, participate in the procurement, testing, installation, training, and support of all communications infrastructure needs to support the institution across the region.
Participate in the Incident Management, Change Management, Configuration Management, Release Management, Availability Management, Capacity Management, and IT Service Continuity Management processes. Key participant in the Problem Management process.
Ensure that all work performed adheres to best practices and ITIL standards so as to ensure the end-to-end confidentiality, availability, and integrity of First Caribbean’s computer systems environment.
Implement a high level of automation in the infrastructure to meet business needs in a cost-effective and timely manner.
Maintain contact with internal clients and peers in the industry to improve service levels while containing costs
Represent the department in some cross-departmental projects where creative technical guidance in the area of speciality is required.
Prepare Quarterly key review as required.
Participate in CRP exercises and provide CRP script updates when necessary.
Develop innovations or improvements in area of speciality that will result in changes to current methods, procedures and processes.
Implement changes based on client and customer readiness as well as systems readiness in accordance with established change management process
Adhere to ITIL standards, practices, processes and procedures
Document all operational practices
Maintain confidentiality, availability and integrity of all systems and data as per best practice
Provide selective technical guidance and coaching to junior Communications Analysts. Monitor areas where technical or business risk may need to be escalated for specialist or management judgement. Set example for staff in proper compliance with procedures.

Critical Knowledge & Skills Required:

Banking processes and procedures and good knowledge of banking products
ITIL best practices including IT Service Management essentials (understanding and meeting customer expectations, maintaining service levels)
Thorough knowledge of First Caribbean Bank’s applications, systems, and networking environment.
Able to assess risk and reward to prioritize teamwork and avoid SLA breaches
Certification in a major networking technology and network firewall technology will be an asset.

Experience Required:

Requires an extensive working knowledge of specialized technical field. Relevant skills and abilities normally acquired through a combination 4 years of education beyond high school, plus computer courses in technical specialty and/or minimum 7 years in a systems field
Competence in problem resolution and an understanding of the customer impact and business needs.
Exercise some independent judgement and analysis to arrive at recommendations or conclusions
Capacity Management, Availability Management, Incident Management, Problem Management, Change Management, Configuration Management
Project experience as a manager or sub-project manager
Able to assess risk and reward to prioritize team work and avoid SLA breaches.
Considerable depth of experience in all aspects of technology including LAN/WAN communications, Internet/Intranet, Client/Server, AS/400
Read and interpret specialized technical documentation.
Familiarity with resource monitoring and measuring tools
Compose technical memos, business memos, and operations instructions
Strong communications skills.