Job Summary

The position is responsible for the administration, support, maintenance, and performance of IT infrastructure hosted within the country. This includes virtual and physical servers, storage systems, backup infrastructure, workstations, and related network resources.

The role ensures that infrastructure remains secure, stable, available, and capable of delivering optimal operational performance. The position also supports testing, risk management, information security, IT service management, and technology projects.

Key Responsibilities

Servers & Platforms Support

• Provision, install, upgrade, configure, and troubleshoot servers required by business and dependent services.
• Schedule, monitor, and review daily backups for eligible systems.
• Maintain backup infrastructure and ensure data integrity, compliance, and disaster-recovery readiness.
• Perform routine maintenance on servers, workstations, and network devices.
• Support IT infrastructure audits, particularly those covering infrastructure, data storage, and cybersecurity risks.
• Monitor server and infrastructure resource utilization and performance.
• Identify and implement preventive and corrective measures to maintain high system efficiency.
• Support implementation of security controls, including access management and server configuration management.
• Monitor incidents, trends, and system status and ensure timely resolution of infrastructure issues.
• Proactively identify opportunities to improve systems, products, and services.
• Provide technical support for IT service-management processes.
• Ensure change-management procedures are followed when installing, upgrading, or modifying systems.
• Support IT projects involving system migrations, upgrades, deployments, and related technical activities.
• Ensure Group information-security requirements and guidelines are implemented.
• Translate business requirements into appropriate technology services and solutions.
• Supervise maintenance of end-user hardware.
• Perform other infrastructure-related duties assigned by departmental leadership.

Test Management

The successful candidate will ensure appropriate testing is conducted for servers, hosts, and related changes before and after deployment into production environments.

Key Activities

• Work closely with Release Analysts.
• Review releases and assign appropriate testing activities.
• Compile and review testing deliverables.
• Conduct installation-procedure testing.
• Participate in functional, performance, and integration testing.
• Coordinate User Acceptance Testing (UAT).
• Coordinate back-out testing.
• Review supporting technical documentation.
• Compile and document test results.
• Conduct release-test reviews.
• Coordinate post-release testing.
• Validate and communicate testing results to relevant stakeholders.

Risk Management

• Build effective working relationships with the Country IT Risk and Governance team.
• Provide technical support to risk and governance initiatives.
• Contribute to improving the organization’s risk profile through stronger:
  • Governance
  • Risk management
  • Internal controls
  • Compliance processes

People & Professional Development

• Take responsibility for personal performance development.
• Maintain relevant documentation and prepare for performance reviews.
• Use skills matrices to identify training and development needs.
• Develop and agree on an individual training and development plan with the team leader.
• Complete agreed development activities within required timelines.
• Undertake relevant technical and professional training and obtain certifications where required.

Essential Requirements

• At least 3 years of experience developing, implementing, or integrating standard desktop builds within a sizeable organization.
• Experience in an organization with a global footprint of 30,000+ employees is preferred.
• Experience or exposure to the Banking or ICT industry.
• Strong understanding of technology and strategic IT issues within banking or financial services.
• Experience with ITIL V2/V3.
• Ability to communicate effectively with:
  • Business analysts
  • Project leaders
  • Solution architects
  • Developers
  • Infrastructure teams
  • Other organizational stakeholders
• Ability to work collaboratively across business and IT functions.
• Strong teamwork, critical-thinking, and problem-solving skills.
• Ability to establish credibility and work effectively within project teams.
• Knowledge of thin/silent client technologies, desktop hardware, and associated peripherals.

Preferred Qualifications & Experience

The following will be an advantage:

• Relevant IT certifications, particularly in:
  • Storage systems
  • Operating systems
  • Networking
  • Systems security
  • Infrastructure support
• ITIL certification.
• Strong technical understanding of IT systems, applications, and networks.
• Proven experience working in a similar infrastructure-support environment.

Education

• Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies — required.

Key Areas of Expertise

Infrastructure: Servers, storage, backups, workstations, network devices
Service Management: ITIL, incident management, change management
Security: Access control, configuration management, cybersecurity
Testing: Functional, performance, integration, UAT, release and post-release testing
Risk: IT governance, controls, compliance and risk management
Operations: System monitoring, troubleshooting, maintenance and disaster recovery