VACANCY DETAILS

Job particulars

Key responsibilities

Incident Management (25%)
Provide first-level support for incidents and service requests escalated to the Platform Support Operations team.
Ensure incidents are resolved within SLA or appropriate workarounds are provided while awaiting permanent resolution.
Availability Management (25%)
Monitor, analyse, and improve service availability.
Ensure systems, processes, tools, and support teams consistently meet agreed availability targets.
Problem Management (20%)
Escalate system issues and engage 2nd and 3rd level support teams for timely resolution.
Follow up on faults, bugs, and recurring issues affecting core and business systems.
Capacity Management (15%)
Optimize system performance and resource utilization through regular performance reviews.
Assess the impact of new services on existing infrastructure capacity.
Project Support (10%)
Provide technical support across project lifecycles, including requirements review, solution design, development, testing, and production deployment.
Change Management Governance (5%)
Ensure compliance with release and change management processes.
Support the Change Advisory Board (CAB) by providing inputs for change approvals, testing, and deployments.

Aminimum of a Bachelor’s degree in Computer Science, Information Technology, or a related field;.
Aminimum of 4 years’ experience, including at least 3 years in systems/application support within a highly digitized environment.
Qualifications in ITIL, COBIT, PMP, PRINCE2, or similar certifications preferred.
Experience with cloud platforms, databases (Oracle, MySQL, PostgreSQL), monitoring tools, DevOps tools, and core banking systems.
Proven experience managing third-party vendors and support partners.

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HIRING ORGANISATION

s Expand Recruitment Services