Purpose of the Role

Effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues while minimising disruption to operations.

Accountabilities

Provide technical support for the service management function to resolve complex issues for a specific client or group of clients. Develop the support model and service offering to improve service to customers and stakeholders. Execute preventative maintenance tasks on hardware and software, use monitoring tools/metrics to identify potential issues, and ensure optimal performance. Maintain a knowledge base with detailed documentation of resolved cases for future reference, self‑service opportunities, and knowledge sharing. Analyze system logs, error messages and user reports to identify root causes of hardware, software and network issues, and provide resolution by fixing or replacing faulty components, reinstalling software or configuring changes.

Im...