Workatele

Specialist- Production Assurance at dfcu Bank, Kampala , Uganda

dfcu Bank

Specialist- Production Assurance at dfcu Bank, Kampala , Uganda

dfcu Bank

Full time Job

Date Posted: August 27, 2025

Application deadline:

September 3, 2025 5:00pm

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Job description

KEY ACCOUNTABILITIES:

  • Responsible and accountable for management of a reliable Configuration management database, Definitive Hardware store and Definitive software library.
  • Supervises the Technology Release Management, Change Management, and Problem Management ITIL Processes.
  • Monitor and report on progress of problems, ensuring the Problem management team resolve problems within agreed SLA timelines.
  • Implement the IT Problem management process, make temporary solutions (workarounds) available, develop final solutions for known errors and ensure that improvement is derived from past problems records.
  • Maximize IT service quality by obtaining Root Cause Analysis (RCA) from the respective system owners to rectify and prevent re-occurrences, through reactive and proactive procedures within set RTO timelines.
  • Support the design, implement, and coordinate IT Disaster recovery planning processes and ensure business continuance.
  • Monitor services and perform Events Management on all Configuration Items (CIs) to detect and escalate exception conditions or events.
  • Support the Manager IT Service Delivery in documenting and managing both External and Internal – SLAs and stakeholders.

KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED:

  • Minimum of a Bachelor’s Degree in Computer Science, Information Technology (IT), Engineering or other numerical biased field from a reputable university or college.
  • PRINCE2/ PMP (Project Management and Planning) added advantage.
  • Knowledge of Banking services or other IT certification is added advantage.
  • Certification in ITILv4.0+ expert training.
  • Any other IT certification is added advantage.
  • At least 4 + years of technical support role in medium to large organizations.
  • Ability to lead and manage a team(s).
  • Curiosity about how processes, and systems work.
  • Data and statistical analysis experience.
  • Strong interpersonal communication and relationship-building skills.
  • Excellent report and technical writing skills.
  • Problem Management, Change Management skills.
  • Able and willing to solve complex analytical challenges, independently analyze information and make recommendations based on analysis.
  • Self-motivated team player with the ability to adapt, work co-operatively and effectively in different situations.
  • Exceptional oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, speak clearly to third parties and employees.
  • Critical-thinking and root-cause-analysis skills.
  • Planning and Organization.
  • Critical Judgement and Decision-Making.
  • Good Communicator – Presents ideas effectively, clearly, and concisely both orally and in writing.
  • Interpersonal Skills – Create a culture of continuous development and ownership with self and the team.
  • Inspire Commitment –Actions and behaviors are consistent with words.
  • Self-Development – Pursues positive change in self and organization. Drives own personal development plan.
  • Rapidly establish a good working relationship with end users and other professionals such as Infrastructure System Administrators.
  • Willingness to solve complicated problems and see projects through to completion.
  • Analytical skills to study problems and records and identify solutions.
  • Self-motivated, Positive attitude under stress conditions.
  • Team-oriented attitude to help end users with technical problems.

Application deadline:

September 3, 2025

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