Job Purpose
• Reporting to IT infrastructure senior manager. IT infrastructure senior officer will have overall responsibility for the ‘in life’ delivery of all desktop application systems from communication and network point of view.
Main accountabilities and approximate time split
Accountability: Time split 90% • To ensure the infrastructure service delivery matches the agreed SLA so that system issues and faults are resolved within the prescribed SLA times.
• To ensure skills required to infrastructure existing and new systems within the bank are developed and maintained.
• To implement all network security, data integrity and regulatory standards.
• Provide a medium-level to high-level of technical expertise to resolve day-to-day or major complex business problems.
• To participate in improving service levels and cost effectiveness through the implementation of modern network management tools.
• Evaluate equipment requirements and proposals for supply, implementation and development of needed or existing infrastructure.
• Ensure effective escalation and resolution of issues.
• Ensure that service IT deliverables are consistent and replicate in its delivery; meets immediate business needs; and ensures that all knowledge gained throughout the process is utilized to proactive address potential future service issues.
Accountability:
Staff learning
Time Split: 10%
• Lead the technicians in a professional and ‘hands on’ way.
• Provide coaching, guidance and encouragement to less experienced staff.
Technical skills / Competencies
• Mobile communications/data communications.
• Minimum 2 years of experience within a technical service team to troubleshoot day-to-day network problems.
• An understanding of other data communication.
• Good business awareness to complement the technical skills and customer service orientation.
• A good understanding of IT systems in place in various areas within the bank.
• A general understanding of branch operations.
• A complete understanding for all of infrastructure components.
• An understanding and knowledge in various telecom equipements.
• IVR programming and flow control knowledge (preferable).
• General VOIP knowledge.
• General network security knowledge.
• Ability to multi-task well and prioritize accordingly.
• Ability to identify, clarify, and resolve issues and risks; escalating them as needed.
• Security policies implementation and maintainance knowledge.
• Active directory implementation and maintainance knowledge.
• Network architecture.
• WAN knowledge.
• Ethernet knowledge.
• Fiber optic network knowledge.
• High energy levels with strong motivational skills.
• Self-starter with strong drive to perform.
Knowledge, Expertise and Experience
Knowledge, Qualifications/ Experience:
• An understanding of short business plans for AWB.
• A good understanding of IT systems in place in various areas within the bank.
• An understanding of the bank’s performance management techniques.
• Solid knowledge of Cisco routing, security technologies and relation to infrastructure design.
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