JOB DESCRIPTION

• Customer Experience
• Ensure minimum network downtime to provide uninterrupted banking

services to internal and external customers.

• Act as the first point of contact for network-related escalations affecting

customer service.

• Collaborate with service desk teams to ensure prompt resolution of

network-related tickets.

• Continuously assess and improve the customer impact of infrastructure related decisions.
• People Management
• Support training and upskilling of junior IT support staff and interns on

network systems.

• Promote knowledge sharing and team collaboration within the IT unit.
• Encourage a high-performance culture by mentoring colleagues and

providing feedback to management on performance improvements.

• Process Controls and Operational Performance
• Maintain compliance with IT security policies, audit requirements, and

standard operating procedures.

• Monitor network health and usage using network monitoring tools
• Document changes and updates in infrastructure, ensuring adherence to

change management protocols.

• Conduct routine preventative maintenance and vulnerability

assessments.

• Business and Financial Performance
• Optimize network performance to support core banking applications and

digital platforms with minimal resource expenditure.

• Assist in budgeting and cost control for network-related expenditures

(hardware, licenses, services).

• Contribute to business continuity planning and disaster recovery exercises

from a network perspective.

• Recommend cost-effective infrastructure improvements aligned with

business needs.

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a

related field.

• Cisco Certified Network Associate (CCNA) or higher preferred.
• Minimum 3–5 years of experience in network support or administration in

the financial services sector.

• Experience with routers, switches, firewalls, VPNs, and WAN technologies.
• Familiarity with ITIL processes and enterprise security protocols.

Skills And Competencies

• Strong problem-solving and analytical skills.
• Excellent interpersonal and communication skills.
• Ability to work under pressure and handle multiple priorities.
• Sound understanding of cybersecurity fundamentals