• Responsible and accountable for management of a reliable Configuration management database, Definitive Hardware store and Definitive software library. • Supervises the Technology Release Management, Change Management, and Problem Management ITIL Processes. • Monitor and report on progress of problems, ensuring the Problem management team resolve problems within agreed SLA timelines. • Implement the IT Problem management process, make temporary solutions (workarounds) available, develop final solutions for known errors and ensure that improvement is derived from past problems records. • Maximize IT service quality by obtaining Root Cause Analysis (RCA) from the respective system owners to rectify and prevent re-occurrences, through reactive and proactive procedures within set RTO timelines. • Support the design, implement, and coordinate IT Disaster recovery planning processes and ensure business continuance. • Monitor services and perform Events Management on all Configuration Items (CIs) to detect and escalate exception conditions or events. • Support the Manager IT Service Delivery in documenting and managing both External and Internal – SLAs and stakeholders.

• Minimum of a Bachelor’s Degree in Computer Science, Information Technology (IT), Engineering or other numerical biased field from a reputable university or college. • PRINCE2/ PMP (Project Management and Planning) added advantage. • Knowledge of Banking services or other IT certification is added advantage. • Certification in ITILv4.0+ expert training. • Any other IT certification is added advantage. • At least 4 + years of technical support role in medium to large organizations. • Ability to lead and manage a team(s). • Curiosity about how processes, and systems work. • Data and statistical analysis experience. • Strong interpersonal communication and relationship-building skills. • Excellent report and technical writing skills. • Problem Management, Change Management skills. • Able and willing to solve complex analytical challenges, independently analyze information and make recommendations based on analysis. • Self-motivated team player with the ability to adapt, work co-operatively and effectively in different situations. • Exceptional oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, speak clearly to third parties and employees. • Critical-thinking and root-cause-analysis skills. • Planning and Organization. • Critical Judgement and Decision-Making. • Good Communicator – Presents ideas effectively, clearly, and concisely both orally and in writing. • Interpersonal Skills – Create a culture of continuous development and ownership with self and the team. • Inspire Commitment –Actions and behaviors are consistent with words. • Self-Development – Pursues positive change in self and organization. Drives own personal development plan. • Rapidly establish a good working relationship with end users and other professionals such as Infrastructure System Administrators. • Willingness to solve complicated problems and see projects through to completion. • Analytical skills to study problems and records and identify solutions. • Self-motivated, Positive attitude under stress conditions. • Team-oriented attitude to help end users with technical problems.