Officer Enterprise Applications Support at Family Bank Ltd

Job Purpose:

• To ensure stability, availability, performance, and continuous improvement of the Bank’s enterprise applications by providing first-level technical support, incident resolution, system monitoring, and user assistance. The role is responsible for maintaining optimal functionality of business-critical systems, coordinating issue resolution with internal stakeholders and vendors, supporting system enhancements, and ensuring compliance with regulatory, risk, and operational standards to enable efficient banking operations.

Key Responsibilities:

Application Support & Incident Management

• Provide support on the configuration of ICT network systems and ensure efficient performance and deployment of appropriate business and support services.
• Manage the performance monitoring of ICT resources and perform advanced diagnosis and resolution of network infrastructure, software and hardware faults.
• Troubleshoot system and network problems and diagnose and solve.
• Documenting ICT infrastructure and manages entire inventory.
• Provide support, including procedural documentation instructions to repair a network fault or set up a system.
• Support the roll-out of new applications.
• Provide technical support for people using the network and day to day administration and monitoring of network use.
• Provide up to date and consistently build specifications and documentation for the core IT infrastructure and IT security infrastructure.
• Participation as a key player in the setup of new branches by installing, configuring and supporting all newly installed network equipment.
• General technical support to all computer users, both in emergency and routine.
• Troubleshooting of all network issues to identify and resolve issues affecting users.
• Liaising with the IT Network Manager regarding any technical issues that affect operations at the branch and providing recommendations on how they should best be handled.
• Lead the establishment of the networking environment by designing system configuration, directing system installation, defining, documenting and enforcing system standards.
• Design and implement new solutions and improve resilience of the current environment.
• Maximize network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimization.
• Undertake data network fault investigations in local and wide area environments.
• Securing network systems by establishing and enforcing policies and defining and monitoring access.
• Support and administer firewall environments in line with the Bank’s IT Security policy.
• Report on network operational status by gathering and prioritizing information and managing projects.
• Upgrading data network equipment to the latest stable firmware releases.
• Remote support of on-site engineers and end users/customers during installation.
• Remote troubleshooting and fault finding if issues occur upon initial installation.
• Capacity management and audit of IP addressing and hosted devices within data centres

Network Security and Compliance

• Support the implementation of Next-Generation Firewalls, Intrusion Prevention Systems (IPS), and Secure Web Gateways.
• Manage the support and administration of Next-Generation Firewalls, Secure Web gateways and other network security devices
• Implement the secure remote user access and manage Virtual Private Networks (VPN) for secure remote work.
• Support the Implementation and secure partner connections and manage site to site partner vpns
• Assess network security risks, evaluate, recommend and implement as necessary.
• Support closure of audit findings within the network infrastructure

User Training

• Training of users where user knowledge / skills are deficient
• Providing IT training to branch ICT contacts as required on basic network configurations, and VOIP telephony issues.

Academic & Professional Qualifications

• Holder of bachelor’s degree in Telecommunications, Computer Science or Information Technology related field.
• Professional technical qualifications such as CCNA
• Professional technical qualifications such as checkpoint certified security administrator (CCSA)

Experience Requirements

• 1–2 years of experience in IT networking and infrastructure,
• Advanced understanding of BGP, OSPF, MPLS, and VLANs for large-scale, complex, and high-availability LAN/WAN infrastructures.
• Knowledge of network technologies, including SD-Access and SD-WAN.
• Configuring and maintaining firewall appliances (e.g., Checkpoints & Cisco FTD) and VPN solutions to protect against threats.
• Threat Detection & Access Control: Experience with Intrusion Detection/Prevention Systems (IDS/IPS), network access control (NAC), and managing user access (RADIUS, TACACS+).
• Experience with IP Telephony and Unified Communications systems.