Investrust Bank Plc (BP) is looking for suitably qualified vibrant and self-motivated individuals to positions that have fallen vacantas below;

Position Title: Manager Technical Support and Operations x1

Grade: IBP7

Department: Technology and Operations

Location: Head Office

Reports to:    Director Technology and Operations

Job Purpose

This position is responsible for the day-to-day operation of the Bank’s computer systems and network ensuring 24/7 operation of systems and when problems arise, effecting quick and permanent solutions in addition to manage the implementation of ICT projects and the operations of the Helpdesk

Key Responsibilities

1. Creates and maintains infrastructure and security standards, documentation and procedures of the Bank

2 Develops a proactive approach to IT support and conducts regular customer service feedback surveys

3 Ensures detailed analysis of incidents to determine incident trends, and makes recommendations
based on findings

4 Ensure associated Policies. Procedures and Standards are produced, communicated and implemented

5. Coordinates all ICT projects in liaison with other project managers and the planning thereof to
ensure that appropriate resources are available and assigned accordingly

6. Manages and maintains the disaster recovery site in line with best practise and ensures that Disaster Recovery Plans are tested and DRP documents updated

7. Manages vendor relationships and ensures timely effective provision of technical support

8. Provides technical advice on new technology that is appropriate to banking services

9. Direct and coordinate a team of tech support specialists/help desk technicians

10. Prioritize IT-related problems as they come into Help Desk and escalate when necessary

11. Regularly analyse and review logs to determine it problems are imminent and develop solutions
before they occur

12 Follow up with customers to gauge their satisfaction with problem resolution identity tech support
problem areas to negative trends and, if warranted, implement corrective actions

Qualifications and experience

1 Grade 12 Certificate with 5 ‘0’ with creditor better in Mathematics and English

2. Minimum Degree in Computer Science/computer Engineering Information Technology information
Systems

3. Minimum of five (5) years proven experience in technical support is desired of which three (3) years
must be at management level though a smilar amount of experience in a customer support role
would be very helpful

4 Experience as a team leader in any area of IT will be considered

5. Good communication skills and the ability to work well with people at all levels are essential must
be customer focused

6. Strong computer analytical and organisational skills

7. Must be able to work quickly and methodically, a problem solver and possess a positive, lake-charge attitude,

8. Appropriate project management and/or technical support management certification will be an
added advantage