To manage and lead an internal team of Level 2 technical support Managers of Head Office & Branches on Power systems, Office Machines, ATM & POS maintenance and End-User working tools as well as Managing 3rd level technical support with respective Systems Vendors to ensure efficient and smooth day-by-day operations of all machines & systems used by the Bank to provide Banking services to Customers or for office automation.

The output of this position is reflected in Recommending best machines & systems solutions & suppliers, Maintaining Good Working Condition of Machines & Systems, Quickest response & resolution of Incidents & problems escalated from Level 1 Support (Service Management Department), Excellent management of Service Level Agreement (SLA) with system Vendors, Good Preventive Maintenance & Repair Workmanship, Cost Optimization.

Responsibilities or duties

• Provide effective management of Level 2 technical support for Head Office, Branch & Offsite Power systems: Generators, Uninterruptible Power Supply (UPS), Invertors, etc.
• Provide effective management of Level 2 technical support for Head Office & Branch Office Machines: Heavy duty Printer & Photo copiers, Note counting machines, Note Sorters, Note detectors, Digital Forex boards, etc.
• Provide effective management of Level 2 technical support for Head Office & Branch End-User working tools: Desktops computers, Laptops, Teller printers, Laser Printers, Cheque Scanners, etc.
• Coordinating the hardware & software support work of Zonal ICT / Field Support Technicians (FST).
• Service Level Agreement (SLA) Management, Incident & problems escalations for 3rd level support (Vendors) & follow-up resolution until closure.
• Implement Cost cutting initiatives to optimize Acquisition and Operational / support expenses for all Head Office & Branch Power systems, Office machines, End-user working tools.
• Setting SMART Objectives and conduct Performance Evaluation for Direct Reports in the section
• Prepare weekly/monthly performance update reports of the section
• Prepare and control annual budget (CAPEX & OPEX) of the section
• Setup and implement cost saving initiatives.
• Develop & update policies, procedures and processes to improve efficiency & productivity of the section.

Qualifications or requirements

• Bachelor’s degree in computer systems technology, Computer Science, Information Technology, Information Systems, Software Engineering, or a related field from a recognized institution.
• At least 5 years of general ICT Systems support experience in Banking environment.
• Minimum of 3-years’ experience in Power systems, Office Machines and End-user working tools support.
• Experience of working in a deadline-oriented incident management environment managing multiple issues simultaneously.
• Experience and ability to work effectively in a dynamic, collaborative and fast-paced atmosphere.
• Experience in managing Back up / Recovery processes and Systems / Business Continuity.
• Technical interaction with vendors, contractors, and other stakeholders.
• Strong leadership and people management skills with the ability to build, motivate, develop, and lead high-performing teams.
• Excellent interpersonal, written, verbal, and stakeholder communication skills, with the ability to influence and engage at all organizational levels.
• Strong vendor, contract, and Service Level Agreement (SLA) management skills, ensuring effective service delivery and performance management.
• Strong ICT Service Management capabilities, including incident, problem, change, and service performance management aligned with best practices.
• Technical knowledge of Power systems, Office Machines and End-user working tools.

• Provide effective management of Level 2 technical support for Head Office, Branch & Offsite Power systems: Generators, Uninterruptible Power Supply (UPS), Invertors, etc.
• Provide effective management of Level 2 technical support for Head Office & Branch Office Machines: Heavy duty Printer & Photo copiers, Note counting machines, Note Sorters, Note detectors, Digital Forex boards, etc.
• Provide effective management of Level 2 technical support for Head Office & Branch End-User working tools: Desktops computers, Laptops, Teller printers, Laser Printers, Cheque Scanners, etc.
• Coordinating the hardware & software support work of Zonal ICT / Field Support Technicians (FST).
• Service Level Agreement (SLA) Management, Incident & problems escalations for 3rd level support (Vendors) & follow-up resolution until closure.
• Implement Cost cutting initiatives to optimize Acquisition and Operational / support expenses for all Head Office & Branch Power systems, Office machines, End-user working tools.
• Setting SMART Objectives and conduct Performance Evaluation for Direct Reports in the section
• Prepare weekly/monthly performance update reports of the section
• Prepare and control annual budget (CAPEX & OPEX) of the section
• Setup and implement cost saving initiatives.
• Develop & update policies, procedures and processes to improve efficiency & productivity of the section.

• Technical interaction with vendors, contractors, and other stakeholders.
• Strong leadership and people management skills with the ability to build, motivate, develop, and lead high-performing teams.
• Excellent interpersonal, written, verbal, and stakeholder communication skills, with the ability to influence and engage at all organizational levels.
• Strong vendor, contract, and Service Level Agreement (SLA) management skills, ensuring effective service delivery and performance management.
• Strong ICT Service Management capabilities, including incident, problem, change, and service performance management aligned with best practices.
• Technical knowledge of Power systems, Office Machines and End-user working tools.

• Bachelor’s degree in computer systems technology, Computer Science, Information Technology, Information Systems, Software Engineering, or a related field from a recognized institution.
• At least 5 years of general ICT Systems support experience in Banking environment.
• Minimum of 3-years’ experience in Power systems, Office Machines and End-user working tools support.
• Experience of working in a deadline-oriented incident management environment managing multiple issues simultaneously.
• Experience and ability to work effectively in a dynamic, collaborative and fast-paced atmosphere.
• Experience in managing Back up / Recovery processes and Systems / Business Continuity.