IT Infrastructure Analyst at NCBA Rwanda

Job Title Analyst, IT Infrastructure

Reports To: Manager, IT Infrastructure

Department IT Division IT

Grade Band 4

Job Holder Vacant Supervisor Manager, IT Infrastructure

Signature Signature

Job Purpose Statement

The IT Infrastructure Analyst is an ICT specialist role whose purpose is to provide effective and efficient support and system administration to the bank’s servers and network devices.

The position is within the Technology team at NCBA Rwanda responsible for the to plan, organize, and manage IT Infrastructure activities that facilitate the stable operation of NCBA Rwanda’s ICT systems, servers, and network infrastructure.

This includes supporting activities from the IT shared services in Nairobi and local vendors to ensure proper maintenance, support, and optimization of key functional areas; particularly the IT infrastructure.

Responsibilities

• Analyse, troubleshoot, diagnose, and assess IT Infrastructure related incidents and faults, provide first-line solutions, and escalate issues to supervisor, second level support or group Support Center when necessary.
• Provide 24 hour on-call support for users and systems in NCBA Rwanda and provide remedial actions so as to observe service level agreements with business.
• Provide support in all IT Infrastructure related activities in-order to deliver robust solutions, pre- emptive actions, and adequate plans by working jointly with external vendors/partners and working closely with the group support centre and other pertinent stakeholders.
• Work hand in hand with stakeholders in ensuring that IT Infrastructure systems are correctly integrated, tested, documented, and implemented within established parameters, procedures, and timeframes
• Provide support in all Data Centre maintenance / availability and access management activities to ensure safety and reliability of the Bank’s computer installations.
• Support in implementation in ICT systems for Disaster Recovery / Business Continuity while ensuring availability, capacity, and serviceability of these systems.
• Validate and confirm that all bank’s data is backed up and secured appropriately by the relevant support staff at IT shared service center while all security aspects are implemented as per the Bank’s IT Security Policy, auditors' recommendations
• Maintain and ensure pertinent procedures and policy documents are up to date.
• Ensure adherence with the Group’s technical and security standards in all aspects of the technical activities.
• Monitor System Performance of all core servers, routers and WAN links to ensure optimum efficiency.
• Provide support in maintaining and enhancing all regulatory reporting ecosystems
• Provide support in performing core banking system (T24) close of business (COB) process

Key Result Areas

Perspective Measurement Dimensions

• People
• Competence development and knowledge transfer
• Scope of cross-training and diversity of systems supported.
• Customer Focus
• Service level (response & resolution time) standards or benchmarks.
• Uptime and availability targets for the IT Applications systems.
• Adherence to and application of established policies, processes and procedures.
• Quality of technical support, operational services and issue analysis.
• ICT systems
• Productivity or resource utilization standards or benchmarks
• Audit ratings
• RCSA ratings
• Financial
• Expense management goals

Core Value Behaviors (Performance Drivers)

• Confident (Self Mastery). Describes people who are self-assured, in control, Bold, and deliver to the highest standards of expectations with ease while exhibiting the sort of presence that builds confidence in others.
• Comfortable (Connecting with people). Describes people who are cool and resilient under pressure, honest in every dealing, open to constructive criticism, can be relied on to deliver.
• Elegant (Effortless delivery). Describes people who demonstrate effortless simplicity and are able to do mundane things with grace and flair. They connect easily with different audiences, exhibit finesse in all interactions and have a high sense of values that they uphold at every turn.
• Prestige (Pride and ownership of our work). Describes people who believe in themselves, are respected and treat others with respect and occupy a significant place in people’s minds.

Planning: What planning responsibilities are applicable to this role? Indicate what the planning entails

Type of Planning Duration of Planning

Long Term Planning 1 – 6 months => System and hardware Upgrades

Short Term Planning Daily/weekly/monthly/Quarterly planning

Scheduling for implementation of changes

Resource allocation and management of work volumes

Financial Responsibility: What financial responsibilities are applicable to the role? Indicate the amounts responsible for? The responsibility can be for OPEX, CAPEX, and Petty cash etc. Indicate what the financial responsibility entails e.g. approving, monitoring, reporting

Opex - Monitoring of system components to support purchase proposals so as to pre-empt system and system component failures.

Responsibility for stocks, equipment etc (non – cash resources). Indicate the type of resources responsible for and the approximate value.

Resources, equipment, stocks etc Approximate value (Kshs)

Network devices licenses Servers licenses

Operating systems licenses

N/A

Responsibility for generating revenue. Indicate the revenue streams the position holder is responsible for as a % of the departmental target.

None

Relationship Management: Indicate the departments/organizations/companies etc that the position holder will need to relate/liaise with as part of this role

• All business units Internet Service Providers
• IT Infrastructure support companies

Competence Requirements

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Technical skills to effectively perform system administration, systems analysis, business needs analysis, troubleshooting and deliver solutions in a structured manner that consistently produces a high quality of service.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

Knowledge, Skills and Experience Requirements

• University Degree in Computer Science – 2nd Class Upper, or equivalent
• Certification or Proven working knowledge of CISCO technologies.
• ITIL Certification
• 3 years’ experience in implementing and supporting hardware, enterprise systems and networking systems.
• Proven Systems and business needs analysis with experience in providing first and second level solutions, technical incident management, problem management and support services to business end users.
• Experience in supporting either an accounting or a banking system for a minimum of 3 years will be desirable.