IT Support Officer – 2 posts at CRDB Bank

IT Support Officer will be responsible for managing incidents and requests raised by users through ticketing tool, calls and emails as well as monitoring systems and infrastructure and follow up on any incident emerged from detected system abnormality.

• Effectively manage Digital Channels systems administration such as Internet Banking, Mobile Banking, Agent Banking, SMS Service.
• Monitoring, integrations and provide 1st level support to internal customers for all Digital Channels systems.
• Provide 24 hour on call support and supervise day-to-day support of these systems.
• Review updates, test and implement changes and/or enhancements in compliance with the Change Management Policy.
• Participating in integration testing projects with third parties
• Responsible for initial tickets, emails assessment, assignment to L2 engineers, prioritization and following up for resolution of all the issues raised to ICT by internal and external customers, third parties and partners.
• Perform service requests in relational to Access Management tasks (creation of new user IDs, assign access rights to users, resetting users’ passwords, activating user IDs, disabling user IDs, etc) in accordance with relevant Access Management processes in line with SLAs.
• 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.
• Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams and stakeholders (internal and external) with respect to service performance and availability, including Branches, Business units, Aggregators, MNOs, third parties, who are linked to the Bank’s payment systems among others.
• Work with internal and external technical and service teams to create and/or update knowledge base articles.
• Monitor and providing report daily, weekly and monthly on components and services availability, capacity, and performance metrics, including trends analysis.
• Perform any other duty as assigned by the Manager/Supervisor.

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