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.