Network Infrastructure Support Officer

Perform assigned responsibilities, collaborate with team members, and adhere to company policies. Strong communication, problem-solving, and work ethic required. Adaptability, initiative, and willingness to learn are valued.

1. Customer Experience

• Ensure minimum network downtime to provide uninterrupted banking 

services to internal and external customers.

• Act as the first point of contact for network-related escalations affecting 

customer service.

• Collaborate with service desk teams to ensure prompt resolution of 

network-related tickets.

• Continuously assess and improve the customer impact of infrastructure related decisions.

2. People Management

• Support training and upskilling of junior IT support staff and interns on 

network systems.

• Promote knowledge sharing and team collaboration within the IT unit.

• Encourage a high-performance culture by mentoring colleagues and 

providing feedback to management on performance improvements.

3. Process Controls and Operational Performance

• Maintain compliance with IT security policies, audit requirements, and 

standard operating procedures.

• Monitor network health and usage using network monitoring tools 

• Document changes and updates in infrastructure, ensuring adherence to 

change management protocols.

• Conduct routine preventative maintenance and vulnerability 

assessments.

4. Business and Financial Performance

• Optimize network performance to support core banking applications and 

digital platforms with minimal resource expenditure.

• Assist in budgeting and cost control for network-related expenditures 

(hardware, licenses, services).

• Contribute to business continuity planning and disaster recovery exercises 

from a network perspective.

• Recommend cost-effective infrastructure improvements aligned with 

business needs.

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