Job Description

Proactively monitor, conduct level 2 troubleshooting, and escalate all incidents and problems raised within the 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:

• Work with the Development team and understand the new products and systems and ensure the right support is provided throughout the transition period.
• Second level support for all DSS and onboarding services.
• Work with the Development team and understand the new products and systems and ensure the right support is provided.
• Support and solve common and basic issues faced by customers.
• Perform and coordinate root cause analysis of Incidents and share RCA/incident reports.
• 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.
• Manage all incidents and problems logged regarding self-service.
• Prepare daily, weekly, and monthly performance statistics for the performance of services and data center infrastructure, status reports, and graphical aids for management.
• Automate and consolidate all manual morning health check reports.
• Second support for all self-service channels and services ensuring proper escalation to Third level support.
• Automate and consolidate all manual morning health check reports.

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.
• Experience in developing with two of the following languages; C#/.Net, PHP, Java and Objective-C/Swift (added advantage)
• Experience with web application technologies including; CSS3, HTML 5 and Query/JavaScript
• Possess good interpersonal skills.
• Must be creative, innovative, aggressive and a team player.
• Ability to work overnight.
• Good observation and analytical skills.
• Flexibility to work on shift rotation basis
• Familiarity with Agile development methodologies.
• Experience with varieties of databases and object-relational Mapping (ORM) frameworks.
• Knowledge of programming and shell scripting, e.g., Java, Python, Bash script
• Linux & terminal commands
• DevOps skills

Qualifications and Experience:

• Bachelor's degree in computer science or related academic field.
• Experience with the following tools GIT, NetBeans IDE/Eclipse, Visual Studio and Android Studio
• ITIL qualification is preferable but not essential.
• 3 years' experience in handling Monitoring Tools (Microfocus) in large corporate organizations.
• 3 years' experience in systems and Network security technologies such as TCP/IP, Network devices (Switches, Routers, and Firewalls), UNIX/Linux, Windows, Oracle & Microsoft Database.

• Work with the Development team and understand the new products and systems and ensure the right support is provided throughout the transition period.
• Second level support for all DSS and onboarding services.
• Work with the Development team and understand the new products and systems and ensure the right support is provided.
• Support and solve common and basic issues faced by customers.
• Perform and coordinate root cause analysis of Incidents and share RCA/incident reports.
• 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.
• Manage all incidents and problems logged regarding self-service.
• Prepare daily, weekly, and monthly performance statistics for the performance of services and data center infrastructure, status reports, and graphical aids for management.
• Automate and consolidate all manual morning health check reports.
• Second support for all self-service channels and services ensuring proper escalation to Third level support.
• Automate and consolidate all manual morning health check reports.

• 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.
• Experience in developing with two of the following languages; C#/.Net, PHP, Java and Objective-C/Swift (added advantage)
• Experience with web application technologies including; CSS3, HTML 5 and Query/JavaScript
• Possess good interpersonal skills.
• Must be creative, innovative, aggressive and a team player.
• Ability to work overnight.
• Good observation and analytical skills.
• Flexibility to work on shift rotation basis
• Familiarity with Agile development methodologies.
• Experience with varieties of databases and object-relational Mapping (ORM) frameworks.
• Knowledge of programming and shell scripting, e.g., Java, Python, Bash script
• Linux & terminal commands
• DevOps skills

• Bachelor's degree in computer science or related academic field.
• Experience with the following tools GIT, NetBeans IDE/Eclipse, Visual Studio and Android Studio
• ITIL qualification is preferable but not essential.
• 3 years' experience in handling Monitoring Tools (Microfocus) in large corporate organizations.
• 3 years' experience in systems and Network security technologies such as TCP/IP, Network devices (Switches, Routers, and Firewalls), UNIX/Linux, Windows, Oracle & Microsoft Database.