IT Service Monitoring Officer

Requirements

• Minimum of a Bachelor’s Degree in Computer Science, IT, Engineering or other numerical biased field from a reputable university or college.
  
• Certification in ITILv4.0+ foundation added advantage.
  
• Knowledge of Banking services or other IT certification is added advantage.
  
• Any other IT certification is added advantage.
  
• At least 3 years broad experience in support and implementation of information Systems and communication systems.
  
• General technological skills in Server hardware, Storage, Operating systems (Windows & LINUX), Security & Network infrastructure.
  
• Problem solving skills.
  
• Excellent report and technical writing skills.
  

• Management of a reliable Configuration management database, Definitive Hardware store and Definitive software library.
  
• Enforcement and control of the infrastructure configuration management Standards.
  
• Proactively monitor and prepare periodic reports (Daily, Weekly, Monthly and quarterly) for IT Environments’ health status – in Production, SIT, DR and UAT.
  
• Record and prioritize IT Problems, collaborate with respective Problem owners and prioritize problems with appropriate diligence for timely resolution.
  
• Monitor compliance to the Problem management procedure within the IT environments, publish temporary solutions (workarounds) and final solutions for known errors.
  
• Supervise and follow-up with respective Problem owners to investigate underlying cause of IT Problems, document Root Cause Analysis (RCA) reports and closure within agreed Problem SLA timelines.
  
• Plan and coordinate IT Disaster Recovery Plan maintenance.
  
• Contributes to Planning the Enterprise systems delivery, Support and monitoring annual budget through the Manager IT Service Delivery and validating related costs in the respective BAU environment.
  
• Minimize costs resulting from service failures and prevent operational losses.