Job Opportunities at Equity Bank

Job Grade:                Officer
Reports to:                    NOC Manager
Direct Reportees:        None

Job Purpose:  

The NOC Shift Engineer is responsible for monitoring the ICT & Telecoms infrastructure, network & systems for stability to maintain 24×7 operations and resolve service impacts as they occur.

Job Responsibilities/ Accountabilities:

• Pro-active monitoring of the entire IT Infrastructure and applications systems.
• Performance monitoring, diagnose, and resolve performance issues.
• Applying software and hardware monitoring tools to detect and action faults & warnings
• First Line resolution as per the SLA’s.
• Follow up to confirm service availability and stability after resolution.
• Logging tickets in the ticketing system take ownership and follow up to closure.
• Log calls to service Providers on the various faults captured on proactive monitoring.
• Updating Ticketing tool with relevant professional information during and after fault resolution.
• Resolution of tickets assigned and closure within the working shifts.
• Provision of the incident report with ticket closure.
• Escalation of unresolved tickets to Support Level 2, NOC Engineers and the SME’s as per the Incident Management Procedures and keeping shift leader in copy of all escalation
• Daily/shift reports as per shift responsibility.
• Provision of the incident reports with ticket closure and Daily/shift reports as per shift responsibility.
• Essential Knowledge
• Use of network monitoring tools.
• Proficiency in networking principles; TCP/IP, OSI and IP Addressing.
• Experience in handling computer networks, wide area networks, Oracle and IBM systems, data centres, telecommunications networks and tape library solutions.
• LAN and WAN troubleshooting skills and a solid understanding of network security.
• Can configure switches and routers remotely.
• Able to develop provisioning scripts (e.g. PERL) and can validate and troubleshoot new provisioning scripts.
• Prior experience working with Service and Incident Management applications such as Remedy, Smarts, Voyence, Spectrum, Siebel, Clarity, HP Service Management, Solarwinds and Clarify and other like OSS/BSS applications.
• Understanding of NMS, Ticketing and Databases Tools.
• Strong network diagnostic skills.
• Proficiency in MS Office.

Key Critical Competencies

1. Putting customers/business first; must have a passion for serving others.
2. Good and clear oral & written communication skills.
3. People skills.
4. Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.
5. Good problem solving capabilities.
6. Ability to work with minimum or no supervision.
7. Forecasting, planning and thinking ahead.
8. Understanding information in different formats such as pictorial, verbal and print representations.
9. Performing through people.
10. Operating under pressure and tight deadlines & schedules.
11. Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
12. Making a personal difference.
13. Strong analytical skills and able to collate and interpret data from various sources.
14. Able to manage relationships between several services providers contracted to provide services to ICT.
15. Capable of multi-tasking, good time management and prioritization of workload.

 
Qualifications

Requirements:

• Bachelor’s Degree in Information Science, Telecommunications, Computer Science or Engineering or equivalent with a minimum of 1 years’ NOC experience.
• Knowledge of Technical, IT, NOC systems and procedures
• Experience in the Banking hardware and software.
• Ability to solve different network problems including those that cannot be resolved using typical methods.
• ITSM (ITIL) Certificate / Trainings.
• Vendor Trainings.
• Linux or windows system administration is an added advantage.

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Description

The Business Analyst’s role is to elicit, analyse, document and validate the business needs of stakeholders, be they customers or end users. This includes interviewing stakeholders, gathering and compiling user requirements to understand the technology solutions they need.

The Business Analyst will also apply proven communication, analytical and problem-solving skills to help the business make good technology decisions. The Business Analyst will also be proactive by exploring Emerging technologies to optimize business processes. The Business Analyst will play a pivotal role in ensuring IT’s understanding of business requirements.

Majorly, the BA acts as bridge between specific Business Units /subsidiaries and IT Services, planning and coordinating operational activities by maximizing the value provided by systems to that particular business unit or Subsidiary. In addition, work with users to identify ways in which IT services can benefit their business, and define the detail of their requirement in terms of functionality and performance.
 
Qualifications

1. Strategy & Planning
   1. Collaborate with project sponsors to determine project scope and vision.
   2. Clearly identify project stakeholders and establish user classes, as well as their characteristics.
   3. Conduct interviews to gather user requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods.
   4. Identify and establish scope and parameters of requirements analysis on a project-by-project basis to define project impact, outcome criteria, and metrics.
   5. Work with stakeholders and project team to prioritize collected requirements.
   6. Research, review, and analyze the effectiveness and efficiency of existing requirements-gathering processes and develop strategies for enhancing or further leveraging these processes.
   7. Maintain an understanding of business’ processes and their IT needs.
   8. Maintain an awareness of current and emerging technologies.
   9. Identify opportunities where business objectives can be met by using IT.
2. Develop and manage relationships with business and subsidiary management and assist all levels within the business area to define their overall business requirements.
   1. Provide Business units/ Subsidiaries with advice, guidance and assistance in the identification, selection, testing, and analysis of IT Services’ capabilities.
   2. Work with users to define the details of their requirements, in terms of functionality and performance.
   3. Support introduction of new services
3. Documentation design
4. Training IT Services staff
   1. Training users and Service Delivery Group
   2. Pro-active identification of value-adding IT business solutions for the business units he/she represents.
   3. Ensure business requests align with IT strategy and recommend IT solutions that will maximize influence and business processes improvements.
   4. Draw out business prioritisation process – assist in ‘making the case’ for funding and supporting stakeholder discussion leading to approval.
   5. Represent specific business user constituencies in developing SLAs ensuring that realistic but robust requirements are submitted.
   6. Produce systems development specifications in alignment with expressed business needs.
   7. Interact within IT Services structure facilitating the understanding of specific requirements and adequate packaging of service for represented Business/Subsidiaries.
   8. Monitor overall and Business Unit/Subsidiary specific operational service performance against SLAs within specific user constituencies.
   9. Monitor overall operational service performance against SLAs and trigger appropriate actions in case of breach.
   10. Monitor overall application and functionality build, ensuring requirements are implemented.
   11. Manage key stakeholders in IT and business community and ensure tight alignment of IT initiatives with the business objectives.
   12. Coordinate communication strategies with end-users and business community.
   13. Establish (with Business and Technical Solutions) the best technical approach to deliver cost-effective solutions satisfying the business requirements and needs.
   14. Monitor specific functionality build, ensuring requirements, budget and calendar are respected.
   15. Assist with service release acceptance and user testing.
   16. Voice concerns and/or satisfaction of the user community with IT service, effectively creating a continuous improvement circle.

Formal Qualifications:

1. First degree in Business or ICT related Discipline; an MBA\CBAP is an added advantage.
2. Knowledge of business modelling conventions and/or a mainstream software development framework (e.g. AGILE, CMMI) are an advantage.

Years of Experience:

1. Minimum of 0 – 5 years IT Service Delivery experience or Minimum of 2 years Technical Account Management and Project Management experience for Financial Services ICT solution Provider