Job Description
The role is responsible for the stability, security, and efficiency of our IT systems and services. This role involves leading a team of IT professionals, collaborating with other departments, and implementing best practices to optimize our technology infrastructure.
KEY PERFORMANCE INDICATORS (Please add)
System Uptime/Availability:
The percentage of time that systems and services are operational. Higher uptime indicates better reliability and availability of infrastructure.
Incident Response Time:
The average time it takes to respond to incidents. Faster response times demonstrate efficient incident management.
Mean Time to Repair (MTTR):
The average time it takes to repair a system or service after a failure. Shorter MTTR indicates quicker recovery from issues.
Change Success Rate:
The percentage of changes to the infrastructure that are implemented successfully without causing incidents. Higher success rates suggest effective change management processes.
Capacity Utilization:
The extent to which the IT infrastructure resources (e.g., servers, storage, network) are utilized. Optimal utilization indicates efficient use of resources.
Cost Efficiency:
Measures the cost-effectiveness of the IT operations, often expressed as cost per user, cost per application, or cost per transaction. Lower costs while maintaining quality indicate better efficiency.
Service Level Agreement (SLA) Compliance:
The percentage of SLAs that are met. Higher compliance rates indicate better performance in meeting agreed service levels.
User Satisfaction:
The satisfaction level of end-users with the IT services, often measured through surveys or Net Promoter Scores (NPS). Higher satisfaction indicates better service quality.
Number of Security Incidents:
The number of security incidents detected and resolved. Fewer incidents indicate stronger security practices and infrastructure.
Backup and Recovery Success Rate:
The percentage of successful backups and recoveries. Higher success rates indicate reliable data protection processes.
Patch Management Efficiency:
The percentage of systems patched within a specified timeframe. Higher rates indicate effective patch management and reduced vulnerability exposure.
Network Performance:
Metrics such as network latency, throughput, and packet loss. Better network performance indicates a more reliable and faster infrastructure.
Resource Provisioning Time:
The time it takes to provision new infrastructure resources (e.g., servers, storage). Shorter times indicate more efficient provisioning processes.
Energy Consumption:
Measures the energy usage of IT infrastructure. Lower energy consumption indicates more sustainable and cost-effective operations.
Employee Productivity:
The productivity levels of the IT staff, often measured through the completion of projects or tasks. Higher productivity indicates efficient and effective team performance.
Automation Level:
The extent to which operations are automated. Higher levels of automation indicate more advanced and efficient operational processes.
KEY RESPONSIBILITIES
Infrastructure Management:
Oversee the design, implementation, and maintenance of the bank’s IT infrastructure, including servers, networks, storage, and cloud services.
Ensure the infrastructure is scalable, secure, and highly available to meet the bank’s needs.
Implement and manage disaster recovery and business continuity plans.
Operations Management:
Manage day-to-day IT operations to ensure the efficient and reliable delivery of IT services.
Monitor system performance, identify issues, and implement solutions to minimize downtime and disruptions.
Develop and enforce IT policies, procedures, and standards.
Service Desk Management:
Oversee the operation of the IT service desk, ensuring timely and effective support for all users.
Develop and implement service desk policies and procedures to improve efficiency and customer satisfaction.
Monitor service desk performance metrics and implement improvements as necessary.
Provide training and support to service desk staff to ensure high-quality service delivery.
Team Leadership:
Lead, mentor, and manage a team of IT professionals, providing guidance and support for their development.
Foster a collaborative and productive work environment.
Conduct regular performance reviews and provide feedback to team members.
Project Management:
Plan and execute IT projects, ensuring they are completed on time, within scope, and within budget.
Coordinate with other departments to align IT initiatives with business goals.
Evaluate and recommend new technologies and solutions to improve the bank’s IT capabilities.
Security and Compliance:
Implement and maintain robust security measures to protect the bank’s data and systems.
Ensure compliance with industry standards, regulatory requirements, and internal policies.
Conduct regular security audits and risk assessments.
Vendor Management:
Manage relationships with external vendors and service providers.
Negotiate contracts and service level agreements (SLAs) to ensure quality and cost-effectiveness.
Monitor vendor performance and address any issues that arise.
Budget Management:
Develop and manage the IT budget, ensuring cost-effective use of resources.
Monitor and control expenditures to stay within budget.
Provide regular financial reports and forecasts.
MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)
Bachelor’s degree in information technology, Computer Science, or a related field.
Minimum of 5-7 years of experience in IT infrastructure and operations management.
Proven experience in managing IT teams and projects.
Strong knowledge of network architecture, server management, and cloud services.
Excellent leadership and team management skills.
Strong problem-solving and analytical abilities.
Proficiency in IT infrastructure technologies (e.g., Windows/Linux servers, networking, virtualization).
ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)
Relevant certifications (e.g., ITIL, PMP, CISSP, AWS/Azure certifications) are highly desirable
COMPETENCIES REQUIRED
Excellent communication and interpersonal skills.
Ability to manage multiple tasks and projects simultaneously
Skills
Cost Effectiveness Analysis, General Management, Information Technology (IT) Infrastructure, Information Technology Operations, People Management, Performance Metrics, Service Level Agreement (SLA), Team Management
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