Job Description
Reporting to the IT Operations Supervisor and to the CIO respectively, this position will be responsible for providing operational implementation, management and support for all services provided to clients 24/7 and ensuring SLA’s are met and client satisfaction is guaranteed.
Principal Accountabilities:
Operating as per laid down operational processes: Start of Day, End of Day, Command Execution, activating jobs, etc.
Monitoring of all services, including IT networks, as per the laid down thresholds and standards defined in the application standards for abnormalities and out of line occurrences to ensure the products perform to the SLA’s for both the production and DRP site
Logging of incidents in an accurate and informative manner as and when they occur
Escalating and reporting of out of line situations to the Operations Supervisor or Chief Information Officer
Communicating and assisting bank customer counterparts relating to operational problems and queries
Performing management functions in accordance with the paid down parameters relating to backup, bank output and processing
Participating in Disaster Recovery and Business Resumption Planning activities under the direction of the Chief Information Officer
Strictly adhering to all security protocols, both physical and technical
Qualifications, Experience and Knowledge
Degree in IT/Engineering/Computer Science or related field
ITIL V3 Certified is an added advantage
At least 3 years’ experience as IT Helpdesk Support in a complex and busy working environment. Experience in the Financial Industry is an added advantage.
Knowledge of IT infrastructure and operations
Experience in managing Incidents/Problem/ Change is required.
Experience in managing Preventive Maintenance Calendar is a plus
Experience with Tieto Card management suite is an added advantage
Ability to plan and schedule IT operations
Must be prepared to work in a shift environment
