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Exim Bank Vacancy – IT Service Management Analyst
Exim Bank Vacancy – IT Service Management Analyst
Exim Bank
Dar es Salaam
IT Service Management Analyst
REPORTING TO:ITSM Specialist (Assistant Manager)
DEPARTMENT:Technology
REGION:Dares Salaam
HOURS OF WORK6am-8pm Monday to Friday in a planned shift of 8 Hours.
PURPOSE OF JOB:
Proactively monitor, conduct level 1troubleshooting, and Deliver cost effective and efficient ICT services (Incident, Complain and Communications Management, Proactive Monitoring, ICT Service Requests etc.) that meet and exceed business and customers’ expectations (availability, recoverability, security, and continuous improvement).
PRINCIPLE ACOUNTABILITIES:
PRINCIPAL RESPONSIBILITIES:
- Act as a single point of contact for provision, deletion, and transfer of access requests for different applications and systems such as CBS, AML, Sybrin, domain access etc
- Responsible for resolution and closure of all access requests fulfillment logged into Helpdesk tool from branches & HQ ensuring SLA(s) and customer expectations are met
- Custodian of Access Management document, ensuring it’s constantly updated on quarterly basis, reviewing roles, as well as getting signoff from management whenever a new system is introduced which need access provision from Service desk
- Proactive and reactive monitoring of technology systems including Servers, Network Infrastructure, Applications, Databases
- ATMs, POS as well Data Center environment using the available monitoring tools
Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements. - Varied shift schedules may include day or evening/odd hours
- Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact
- Provide timely response to all incidents, outages, and performance alerts
- Categorize issues for escalation to appropriate technical teams and between ICT Department and stakeholders (internal and external) with respect to service performance and availability. This includes Branches, ATMs, Business units, Aggregators,
- MNOs, third parties, who are linked to the Bank’s payment systems among others
- First line troubleshooting of incidents arising from monitoring, by recording incidents and correlate them with the events, apply appropriate workarounds, communicate, and coordinate resolution with other support levels including third party partners and vendors
- Responsible for performing first level troubleshooting, resolving, and escalating all issues relating to the Self-service channels, Data Center & DR infrastructure, Core Banking Services, Core Network, Branch Connectivity and ATM/POS Head Office and Branches
- Perform and coordinate Root Cause analysis of incidents and share RCA/incident reports
- Work with System Development team and understand the new products and systems and ensure the right support is provided throughout the transition period
- Educate system users on how to solve minor operational problems
- Responsible for Consolidating and sharing morning, Afternoon and evening services health check reports creation of status reports, graphical management tools, and daily, weekly, and monthly performance statistics for the network and data center infrastructure
QUALITIFICATION & EXPEREINCE:
- Degree in computer science or related discipline
- Excellent technical and computer skills
- Software development skills will be an added advantage.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation
- Ability to explain solutions to users who do not have a technical background.
- Experience in IT support to customers.
- Problem solving skills.
- Team collaboration skills-Routinely work with other IT personnel to resolve user issues.
- Excellent written and spoken communication skills.
- Working experience in Banking industry will be added as an advantage.
Kindly use the provided link to submit your application.
Application deadline: 27th March 2024
NB: Cnly shortlisted candidates will be contacted
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