Job Purpose:

Responsible for proactive monitoring, conduct level 2 troubleshooting, and escalate all incidents and problems raised within the Network Operation Center (NOC) to ensure 24/7 operations

Main Responsibilities:

• Work with the Development team, understand the new products and systems, and ensure the right support is provided throughout the transition period.
• Second-level support for all applications and services supported by the service delivery unit (e.g. DSS, NMB Cure, SMAX, Site scope, onboarding services, etc.).
• Support and solve common and basic issues faced by customers, such as solving minor knowledge issues, providing detailed support process information, and fulfilling users' requests that need IT involvement.
• 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 and channels, ensuring SLA(s) and customer expectations are met.
• 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 process within the unit.

Knowledge and Skills:

• Service management standards and baselines in Operating Systems, Network Virtual environments, Databases, and middleware
• Good knowledge of networks, applications, data center infrastructure, self-service channels, power, and cooling utilities monitoring and troubleshooting.
• Possess good interpersonal skills.
• Creative, innovative, aggressive and a team player.
• 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.
• Three years' experience in handling Application Support, development and intregration in large corporate organizations.
• Experience in developing with two of the following languages C#/.Net, PHP, Java and Objective-C/Swift is an added advantage.
• Experience with web application technologies including CSS3, HTML 5 and JQuery/JavaScript
• Experience with the following tools GIT, NetBeans IDE/Eclipse, Visual Studio, and Android Studio
• ITIL, Linux & terminal commands qualification is preferred.
• Experience in systems and Network security technologies such as TCP/IP, Network devices (Switches, Routers and Firewalls), UNIX/Linux, Windows, Oracle & Microsoft Database is desirable

NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.

Female candidates and people living with disabilities are strongly encouraged to apply for this position.

NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.

Only shortlisted candidates will be contacted.

• Work with the Development team, understand the new products and systems, and ensure the right support is provided throughout the transition period.
• Second-level support for all applications and services supported by the service delivery unit (e.g. DSS, NMB Cure, SMAX, Site scope, onboarding services, etc.).
• Support and solve common and basic issues faced by customers, such as solving minor knowledge issues, providing detailed support process information, and fulfilling users' requests that need IT involvement.
• 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 and channels, ensuring SLA(s) and customer expectations are met.
• 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 process within the unit.

• Service management standards and baselines in Operating Systems, Network Virtual environments, Databases, and middleware
• Good knowledge of networks, applications, data center infrastructure, self-service channels, power, and cooling utilities monitoring and troubleshooting.
• Possess good interpersonal skills.
• Creative, innovative, aggressive and a team player.
• 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.
• Three years' experience in handling Application Support, development and intregration in large corporate organizations.
• Experience in developing with two of the following languages C#/.Net, PHP, Java and Objective-C/Swift is an added advantage.
• Experience with web application technologies including CSS3, HTML 5 and JQuery/JavaScript
• Experience with the following tools GIT, NetBeans IDE/Eclipse, Visual Studio, and Android Studio
• ITIL, Linux & terminal commands qualification is preferred.
• Experience in systems and Network security technologies such as TCP/IP, Network devices (Switches, Routers and Firewalls), UNIX/Linux, Windows, Oracle & Microsoft Database is desirable