Key Responsibilities

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.

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a
related field.
• Cisco Certified Network Associate (CCNA) or higher preferred.
• Minimum 3–5 years of experience in network support or administration in
the financial services sector.
• Experience with routers, switches, firewalls, VPNs, and WAN technologies.
• Familiarity with ITIL processes and enterprise security protocols.

Skills and Competencies

• Strong problem-solving and analytical skills.
• Excellent interpersonal and communication skills.
• Ability to work under pressure and handle multiple priorities.
• Sound understanding of cybersecurity fundamentals