Background

Reporting to the IT Production Assurance Specialist, the role holder will be responsible for monitoring IT Services by real-time 24×7 Service monitoring of digital services layers, maintenance of an updated IT Service Catalogue and execution of the IT Problem Management process by coordinating both internal and external stakeholders to resolve failures or problems within the IT Environments in line with the set SLAs.

Key Accountabilities

• Management of a reliable Configuration management database, Definitive Hardware store and Definitive software library.
• Enforcement and control of the infrastructure configuration management Standards.
• Proactively monitor and prepare periodic reports (Daily, Weekly, Monthly and quarterly) for IT Environments’ health status – in Production, SIT, DR and UAT.
• Record and prioritize IT Problems, collaborate with respective Problem owners and prioritize problems with appropriate diligence for timely resolution.
• Monitor compliance to the Problem management procedure within the IT environments, publish temporary solutions (workarounds) and final solutions for known errors.
• Supervise and follow-up with respective Problem owners to investigate underlying cause of IT Problems, document Root Cause Analysis (RCA) reports and closure within agreed Problem SLA timelines.
• Plan and coordinate IT Disaster Recovery Plan maintenance.
• Contributes to Planning the Enterprise systems delivery, Support and monitoring annual budget through the Manager IT Service Delivery and validating related costs in the respective BAU environment.
• Minimize costs resulting from service failures and prevent operational losses.

Knowledge, Skills, and Experience Required

• Minimum of a Bachelor’s Degree in Computer Science, IT, Engineering or other numerical biased field from a reputable university or college.
• Certification in ITILv4.0+ foundation added advantage.
• Knowledge of Banking services or other IT certification is added advantage.
• Any other IT certification is added advantage.
• At least 3 years broad experience in support and implementation of information Systems and communication systems.
• General technological skills in Server hardware, Storage, Operating systems (Windows & LINUX), Security & Network infrastructure.
• Problem solving skills.
• Excellent report and technical writing skills.
• Excellent interpersonal, organizational, negotiation and communication skills.
• Exceptional oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, write reports and correspondence; speak clearly to third parties and employees.
• Self-motivated team player with the ability to adapt and work co-operatively and effectively in different situations and teams to carry out assigned tasks maintain a positive attitude under stress conditions.
• Disposition to share knowledge fully and willingly with other employees in the interest of the organization.
• Clear knowledge of IT Service Management best practices and frameworks.
• Self-Driven.
• Analytical Thinking & Inductive Reasoning.
• Critical Judgement and Decision-Making.
• Planning and Organization.
• Good Communicator – Presents ideas effectively, clearly and concisely both orally and in writing.
• Self-Development – Pursues positive change in self and organization. Drives own personal development plan.
• Problem Management skills.
• Report writing and Presentation skills.
• Good Co-ordination skills.
• Team-oriented attitude to help end users with technical problems.

• Management of a reliable Configuration management database, Definitive Hardware store and Definitive software library.
• Enforcement and control of the infrastructure configuration management Standards.
• Proactively monitor and prepare periodic reports (Daily, Weekly, Monthly and quarterly) for IT Environments’ health status – in Production, SIT, DR and UAT.
• Record and prioritize IT Problems, collaborate with respective Problem owners and prioritize problems with appropriate diligence for timely resolution.
• Monitor compliance to the Problem management procedure within the IT environments, publish temporary solutions (workarounds) and final solutions for known errors.
• Supervise and follow-up with respective Problem owners to investigate underlying cause of IT Problems, document Root Cause Analysis (RCA) reports and closure within agreed Problem SLA timelines.
• Plan and coordinate IT Disaster Recovery Plan maintenance.
• Contributes to Planning the Enterprise systems delivery, Support and monitoring annual budget through the Manager IT Service Delivery and validating related costs in the respective BAU environment.
• Minimize costs resulting from service failures and prevent operational losses.

• Problem solving skills.
• Excellent report and technical writing skills.
• Excellent interpersonal, organizational, negotiation and communication skills.
• Exceptional oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, write reports and correspondence; speak clearly to third parties and employees.
• Self-motivated team player with the ability to adapt and work co-operatively and effectively in different situations and teams to carry out assigned tasks maintain a positive attitude under stress conditions.
• Disposition to share knowledge fully and willingly with other employees in the interest of the organization.
• Clear knowledge of IT Service Management best practices and frameworks.
• Self-Driven.
• Analytical Thinking & Inductive Reasoning.
• Critical Judgement and Decision-Making.
• Planning and Organization.
• Good Communicator – Presents ideas effectively, clearly and concisely both orally and in writing.
• Self-Development – Pursues positive change in self and organization. Drives own personal development plan.
• Problem Management skills.
• Report writing and Presentation skills.
• Good Co-ordination skills.
• Team-oriented attitude to help end users with technical problems.

• Minimum of a Bachelor’s Degree in Computer Science, IT, Engineering or other numerical biased field from a reputable university or college.
• Certification in ITILv4.0+ foundation added advantage.
• Knowledge of Banking services or other IT certification is added advantage.
• Any other IT certification is added advantage.
• General technological skills in Server hardware, Storage, Operating systems (Windows & LINUX), Security & Network infrastructure.