IT Service Management Analyst at Exim Bank Limited

IT Service Management Analyst
Location :Corporate Office
Experience :2 – 3
Key Words : IT and Digital Transformation

IT Service Management Analyst at Exim Bank Limited July 2024

Job Description
Proactively monitor, conduct level 1 troubleshooting, and deliver
cost-effective and efficient ICT services (Incident, Complain and
Communications Management, Proactive Monitoring, ICT Service Requests,
etc.) that meet and exceed business and customers’ expectations
(availability, recoverability, security, and continuous improvement).

Roles & Responsibilities
•Act as a single point of contact for provision, deletion, and transfer
of access requests for different applications and systems such as CBS,
AML, Sybrin, domain access, etc.
•Responsible
for resolution and closure of all access requests fulfillment logged
into Helpdesk tool from branches & HQ ensuring SLA(s) and customer
expectations are met.
•Custodian of Access Management document,
ensuring it’s constantly updated quarterly, reviewing roles, as well as
getting signoff from management whenever a new system is introduced that
needs access provision from the Service desk.
•Proactive and
reactive monitoring of technology systems including Servers, Network
Infrastructure, Applications, Databases, ATMs, POS as well Data Center
environment using the available monitoring tools.
•Support multiple
technical teams in 24 x 7 environment operational environments with high
uptime requirements. Varied shift schedules may include day or
evening/odd hours.
•Recognize, identify, and prioritize incidents
following customer business requirements, organizational policies, and
operational impact.
•Provide timely responses to all incidents, outages, and performance alerts.
•Categorize issues for escalation to appropriate technical teams and
between the ICT Department and stakeholders (internal and external)
concerning service performance and availability. This includes Branches,
ATMs, Business units, Aggregators, MNOs, and third parties, who are
linked to the Bank’s payment systems among others.
•First-line
troubleshooting of incidents arising from monitoring, by recording
incidents and correlating them with the events, applying appropriate
workarounds, communicating, and coordinating resolution with other
support levels including third-party partners and vendors.

•Responsible for performing first-level troubleshooting, resolving, and
escalating all issues relating to the Self-service channels, Data Center
& DR infrastructure, Core Banking Services, Core Network, Branch
Connectivity, and ATM/POS Head Office and Branches.
•Perform and coordinate Root Cause analysis of incidents and share RCA/incident reports.
•Work with the System Development team to understand the new products
and systems and ensure the right support is provided throughout the
transition period.
•Educate system users on how to solve minor operational problems.
•Responsible for Consolidating and sharing morning, afternoon, and evening services health check reports.
•Creation of status reports, graphical management tools, and daily,
weekly, and monthly performance statistics for the network and data
center infrastructure.
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Qualification and Experience
•University degree in computer science or related discipline
•Excellent technical and computer skills
•Software development skills will be an added advantage.
•Ability to effectively prioritize and execute tasks in a high-pressure environment.
•Exceptional customer service orientation
Go to our Homepage To Get Relevant Information.
NB: Only shortlisted candidates will be contacted