Infrastructure Support Specialist

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Job Summary

This position is responsible for the administration, support and maintenance of all Infrastructure hosted in Country, including Virtual Servers, Physical Servers, Storage and Backup servers. The person in charge will ensure systems are secure and stable, and will ensure performance at the best possible and acceptable operational levels.

Job Description

Key Accountabilities

Accountability: Servers and Platforms Support

• Provisioning servers: Installs, upgrades, configures and troubleshoots servers as required by dependent services.
• Schedules backups for all eligible systems, carries out and reviews the backups daily, maintains backup systems, ensuring integrity, compliance, and disaster recovery readiness.
• Performs routine maintenance of servers, workstations, and network devices to ensure system stability.
• Supports IT system audits, focusing on infrastructure, data storage, and cybersecurity risks.
• Monitors resource utilization and performance of above servers and resources and plans / executes preventive or corrective actions to maintain high efficiency levels.
• Contributes to implementing security measures, including access control and server configuration management.
• Regularly monitors incidents, trends, status and ensures speed of resolution of issues, and is pro-active in devising improvements and recommending changes to systems, products or services.
• Provides technical support for IT service management processes, ensuring optimal service delivery and performance.

• Ensures change management procedures are adhered to when installing or upgrading any systems.

• Supports IT tasks and projects, providing a high level of functional expertise including system migrations, upgrades or deployments.

• Ensures information security guidelines are implemented as prescribed by group information security.

• Supports business in converting their requirement to actual services.

• To supervise maintenance of End User hardware.

• Performs any other work-related tasks as may be allocated through the department leadership.

Accountability:  Test Management

Responsibility is to ensure that proper testing occurs for all  servers and hosts, and related changes released into the production environments as assigned to you by Line Management

Key Activities

• Work closely with Release Analysts
• Review releases and assign appropriate release testing tasks
• Compile and review the Testing Deliverables
• Conduct installation procedure tests
• Participate in functional, performance, and integration testing results
• Coordinate user acceptance testing
• Coordinate back out testing
• Conduct supporting documentation review
• Compile test results
• Conduct release test review
• Coordinate post release testing
• Validate and communicate results of testing activities

Accountability: Risk Management

• Build relationship with country IT Risk and Governance team and provide support wherever required.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.

Accountability: People Management

• Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
• By utilizing skills matrix, identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate.

Essential / Minimum

• At least 3 + years experience in developing, implementing/integrating a standard desktop build, in a sizeable organisation with a global footprint (30000+ employees), which provides a functional and serviceable platform for the business, across multiple hardware and software platforms.
• Exposure to the Banking/ ICT Industry
• A thorough understanding of technology strategic issues in the banking or financial services sector
• ITIL V2/V3 experience
• Communicate effectively with business analysts, project leadership, architects, developers and others across the organization
• Work collaboratively across the business and IT communities by working cooperatively with others to accomplish department and project objectives
• Be seen as a team player that exhibits critical thinking and confidence and has credibility across the project team
• Thin/Slim client technologies, Desktop hardware and associated peripherals

Preferred / Advantage

• Relevant IT certification (e.g. storage systems certification, Operating Systems support certifications, Networking certifications, Systems Security, etc.)
• ITIL certification.
• Technical understanding of IT systems, Applications and Networks.
• Proven track record with requisite experience in similar environment

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)