24/7 Proactively monitor, conduct level 1 troubleshooting, and escalate all incidents and problems raised within Network operation center (NOC) which will or has the potential to degrade bank services, and ensure service delivery meets and exceeds business customers expectations by maintaining the value of the services.
Main Responsibilities:
- Daily proactive monitoring, conducting first level troubleshooting, resolution and escalation of all issues pertaining to Data Centre & DR infrastructure, Core banking services, Core network, branch connectivity, ATM/POS, Self-service channels, power & cooling utilities at Head Office and branches.
- Monitor network devices and service components, pinpointing critical issues exceeding thresholds that could lead to downtime.
- Prepare daily, weekly, and monthly performance statistics for the network and data center infrastructure, status reports, and graphical aids for management.
- Maintain current configuration on existing NOC infrastructure
- Monitor network devices and service components, pinpointing of critical issues exceeding thresholds that could lead to downtime.
- Automate and consolidate all manual health check reports.
- First level support for all OMNI Channels and services ensuring proper escalation to second level support.
- Knowledge sharing to operational level support team.
- Maintain and optimize NOC infrastructure licenses; make sure that all business-critical services are monitored.
- Coordinate planning and execution of routine maintenance tasks.
- Configuration, maintenance and automation of processes using service manager Max(SMAX)
- Integrating ticketing and monitoring systems, manage proactive visibility of services.
- Automation of service monitoring with Kapptivate robots.
Knowledge and Skills:
- Service management standards and baselines in Operating Systems, Network Virtual environments, Databases and middleware.
- Good Knowledge on networks, applications, data center infrastructure, self-service channels, power, and cooling utilities monitoring and troubleshooting.
- Advanced knowledge of microfocus tools.
- Knowledge of bank’s products and operations.
- Possess strong communication skills. Both written and oral.
- Must be creative, innovative, aggressive and a team player.
- Flexibility to work on shift rotation basis
- Good observation and analytical skills.
- Ability to manage network service providers, vendors, contractors
- Familiarity with Agile development methodologies.
- Knowledge of programming and shell scripting, e.g., Java, Python, Bash script
- Linux & terminal commands
- DevOps skills
Qualifications and Experience:
- BSc. in Computer Science, Engineering, or a related field
- 4 years’ experience in handling Monitoring Tools in large corporate organizations
- Professional certification in ITIL is essential.
- Certification or training in Agile is an added advantage.
- Self-service channels, Monitoring tools training/ certifications
- Experience in systems and Network security technologies such as TCP/IP, Network devices (Switches, Routers and Firewalls) UNIX/Linux, Windows, Oracle & Microsoft Databases.
- At least two years’ experience on integrations with Banking products/systems
