Job purpose:
Enhancing and developing IT services capabilities and offerings while maintaining IT Services day-to-day operations and ensuring reaching the highest services levels of technical and systems support to the Bank users on a 24/7 basis.
Accountabilities:Handle all IT Services day-to-day operations including systems start of day, systems end of day, Regulatory/MIS/Operational reports generation, etc.…Handle all IT Services day-to-day monitoring and response operations.Provides detailed status reports and provide metrics to measure performance for both IT Services and team.Provide the required support level for 1st support team “IT Helpdesk.”Identification and resolution of technical problems and malfunctions as a 2nd level of support, and if needed escalate it for 3rd Level of support.Produce pre-defined analytical reports for IT Infrastructure availability, performance, utilization, etc.…Perform backup operations and monitoring process.Perform regular checks for event logs of production systems.Perform pre-defined checks according to schedule.Analyzes IT Services performance and recommends adjustments to a wide variety of complex systems management functions with responsibility for overall performance, capacity, and availability.Ensure and follow SLA rolls for all monitoring. Provide guidance, support, and help to junior IT Operators. Perform IT Infrastructure operating systems updates, security updates, Anti-virus, etc.…Vendors Management/Handling according to the escalation levels.Handling all ATMs issues/Monitoring the performance after working hours to ensure maximum availability for those machines.Monitor network 24/7 and take required action with service provider and handle internally with the concerned team.Monitor all Applications & infrastructure “performance, availability, S.W & H.W Etc.”
EducationBachelor’s degree in Computer Science, Engineering or any relevant discipline
Experience2-5 years of IT Experience. Experience analyzing information and driving resolution. Experience interpreting and supporting IT and Business Processes.
Knowledge:ITIL / ISO 20K Certification is desiredVirtualization “Citrix, Hyper-V, VMware”Operating SystemsCCNA, MCITP