Job Vacancy at Virtual HR

Job Description

Reporting to the IT Operations Supervisor and to the CIO respectively, this position will be responsible for providing operational implementation, management and support for all services provided to clients 24/7 and ensuring SLA’s are met and client satisfaction is guaranteed.

Principal Accountabilities:

• Operating as per laid down operational processes: Start of Day, End of Day, Command Execution, activating jobs, etc.
• Monitoring of all services, including IT networks, as per the laid down thresholds and standards defined in the application standards for abnormalities and out of line occurrences to ensure the products perform to the SLA’s for both the production and DRP site
• Logging of incidents in an accurate and informative manner as and when they occur
• Escalating and reporting of out of line situations to the Operations Supervisor or Chief Information Officer
• Communicating and assisting bank customer counterparts relating to operational problems and queries
• Performing management functions in accordance with the paid down parameters relating to backup, bank output and processing
• Participating in Disaster Recovery and Business Resumption Planning activities under the direction of the Chief Information Officer
• Strictly adhering to all security protocols, both physical and technical

Qualifications, Experience and Knowledge

• Degree in IT/Engineering/Computer Science or related field
• ITIL V3 Certified is an added advantage
• At least 3 years’ experience as IT Helpdesk Support in a complex and busy working environment. Experience in the Financial Industry is an added advantage.
• Knowledge of IT infrastructure and operations
• Experience in managing Incidents/Problem/ Change is required.
• Experience in managing Preventive Maintenance Calendar is a plus
• Experience with Tieto Card management suite is an added advantage
• Ability to plan and schedule IT operations
• Must be prepared to work in a shift environment