ICT Infrastructure Specialist

Job Description

The role of the Infrastructure Specialist is to ensure that the Banks’ Information Communication and Technology (ICT) infrastructure services are available in line with the Service Level Agreements and requirements of the organisation.

Key Responsibilities

ICT Governance and Policies

• Contribute to the formulation of Service Level Agreements (SLAs), Service Catalogue, ICT Policies, Architecture, and Strategy documents.
• Provide inputs to the development and review of SLAs between the ICT Unit, business, and third parties.
• Conduct research and provide recommendations to improve ICT security and infrastructure policies.
• Implement ICT change management processes and policies.
• Contribute to the formation and deployment of disaster recovery policies and guidelines.

IT Infrastructure Optimisation

• Research tools that aid in maintaining efficient ICT infrastructure operations.
• Design, review and deploy ICT infrastructure components.
• Define tools that aid in monitoring infrastructure components.
• Implement patch management solutions are designed, deployed, and managed.
• Maximise the performance, availability, and capacity of ICT infrastructure.
• Recommend ICT infrastructure service improvements and optimisation plans.

IT Service Management and Support

• Plan and schedule for ICT infrastructure projects impacting the Bank.
• Provide telephonic and remote assistance to ICT infrastructure and services team members.
• Serve on standby and act as an escalation point for the ICT Unit.
• Sign-off installation completion reports and service delivery completion notices, confirming actual delivery and value derived.
• Identify and schedule appropriate downtime for maintenance and upgrades.

Project Execution and Collaboration

• Provide technical input into projects across the project stages.
• Utilise collaboration tools to execute and monitor projects and manage ICT infrastructure resources.
• Develop and maintain collaborative relationships with team members, management, and service providers.
• Engage in knowledge transfer initiatives with ICT Infrastructure staff members.

Procurement, Cost Management and Reporting

• Provide technical inputs into the formulation of requests for proposals and procurement motivations.
• Monitor services delivered against costs and compare amounts charged to delivered services.
• Develop, promote and implement innovative cost-saving ICT solutions.
• Prepare regular reports to management for the analysis and review of services.
• Formulate and evaluate installation standards, methodologies, and processes.

Key Measures/KPIs

• Technical support requests resolved within agreed Service Level Agreement (SLA) timeframes.
• Customer support surveys evaluating user experience.
• Average time taken to resolve support tickets.
• Hardware and software deployment efficiency.

Expertise & Technical Competencies

Minimum Requirements:

• A Bachelor’s Degree / Advanced Diploma in Information Technology or equivalent.
• A minimum of 7 years in ICT infrastructure planning, design and implementation, and Microsoft Systems Administration environment.
• Minimum 3 years’ experience deploying server and storage infrastructure components.
• Information Technology Infrastructure Library (ITIL) Foundation certification.
• Microsoft Certified IT Professional (MCITP): Server Administrator.
• Advanced knowledge of the design, implementation and management of Microsoft Active Directory environment, and Microsoft System Center environments.
• Expert knowledge of voice over internet protocol (VoIP) infrastructures, virtualisation environments and wireless network environments.
• Ability to map and provide complex Information Communication and Technology solutions and advice in relation to the Banks’ strategy.
• Sound knowledge of Microsoft Operations Framework (MOF) practices.
• Experience of running a disaster recovery environment.
• Sound knowledge of Backup/restore technologies such as Veeam.
• Manage the MS WSUS environment for the deployment of patched and security fixes.
• Working knowledge of MS Office Professional and a basic knowledge of financial processes.
• Manage Microsoft Azure subscriptions and resources.
• Implement and manage storage.
• Deploy and manage virtual machines (VMs).
• Configure and manage virtual networks.
• Manage identities within the MS Azure environment.

TECHNICAL COMPETENCIES

IT Security

• Demonstrates a broad understanding or very detailed area of expertise in security subject(s).
• Demonstrates a broad knowledge of security policies and interprets policies.
• Understands a specific security application or tool and how it works.
• Conducts risk assessments.
• Assesses security safeguards.
• Deals with threats and serious incidents proactively.

IT Strategy Planning

• Has a deep knowledge of IT solutions and their short and long term benefits and able to make a business case for large IT initiatives to improve overall performance.
• Closely involved in organisational decision making , developing the IT strategy as a cornerstone for the organisational strategy.
• Able to carry out benchmarking exercises with similar sized organisations and report on the organisation efficiencies and deficiencies in addition to suggesting how to achieve “best of breed“ solutions.

IT Network and Securities

• In depth knowledge, analyse and understand business processes and users’ needs in order to identify integrated IT solutions, provide a match with the work flows, recommending changes / improvements to infrastructure or systems and may also input from experience into the soundness of business processes.
• Design and recommend IT network Infrastructure/system blueprints.
• Undertake comprehensive analysis of networks / systems and provide recommendations on integrated IT solutions.

IT Support

• Contacts end-user / customer to follow up on services and/or solutions to ensure that their needs have been correctly and effectively met.
• Understands issues from the end-user/customer’s perspective.
• Keeps end-user/customer up-to-date with information and decisions that affect him/her.
• Monitors services provided to end-user / customer and makes timely adjustments as required.
• Proposes new, creative and sound alternatives to improve technical services.
• Uses advanced techniques in solving technical problems.

Planning & Organising

• Is relied on to help others plan and organise their workload.
• Uses effectively advanced time management processes to deal with high workloads and tight deadlines.
• Organises, prioritises and schedules tasks so they can be performed within budget and with the efficient use of time and resources.
• Achieves goals promptly, despite obstacles encountered, by organising, reprioritising and re-planning.

Written Communication

• Understands that different writing styles are required for different documents or audiences.
• Write effective correspondence, prepare questions and reports, statements of circumstance and briefing notes.
• Reviews others’ documents for clarity and impact.
• Has a solid mastery of writing principles such as grammar, sentence construction etc.

Required Personal Attributes

BEHAVIOURAL COMPETENCIES

Information Seeking and Analysis

• Breaks down problems into simple lists of tasks or activities
• Investigates the problem or situation beyond routine questioning.

Achievement Orientation

• Focuses on new or more effective ways of improving own work and meeting targets.
• Focuses on raising quality, customer satisfaction and revenues.
• Formulates own objectives and action plans in order to achieve a measurable improvement in the future.
• Makes specific changes to systems and processes in order to improve efficiency and quality.

Self-awareness & Self Control

• Ignores angering actions and continues a conversation or task. May leave temporarily to withhold emotions, then return immediately to continue
• Feels strong emotions in the course of a conversation or other task, such as anger, extreme frustration, or high stress; holds the emotions back, and continues to act calmly.

Customer Service Orientation

• Views others, including colleagues, as customers and wants to meet their needs.
• Keeps the customer informed of relevant developments or changes.
• Gains the trust of customers by maintaining clear, two-way communication regarding mutual expectations and satisfaction with service.
• Admits possible errors or mistakes to customers.

Attention to Detail

• Double-checks the accuracy of information or work.
• Ensures that the work produced doesn’t contain any errors.

Flexibility

• Changes his/her perception, and ideas or alters normal procedures to fit a specific situation to get a job done and/or meet company goals.

Teamwork & Cooperation

• Values and utilises the expertise of colleagues, asking for ideas and input and collaborates to form decisions and plans.
• Willingly learns from others.
• Creates opportunities for knowledge and expertise sharing between all members of the team.

Analytical Thinking

• Identifies the cause-and-effect relationship between two aspects of a situation

Integrity

• Takes pride in being trustworthy, serves all equally, respects others and embraces diversity.
• Is honest in all relations (internal/external relations).