Career Opportunity: Team Lead, Channels Support

Department/ unit: Information Technology / IT Operations and Service Management.

▪ Planning and directing the channels infrastructure support activities, as well as managing the staff involved
in channels infrastructure operations
▪ Lead development, maintenance and operation of the channels infrastructure, applications and processing
according to the strategic guidelines, technology processes and needs in all areas, in order to keep running
the services provided by IT and in accordance with the institutional objectives.
▪ Lead effort to evaluate, recommend, integrate and coordinate enhancements to the channels applications and infrastructure services
▪ Drive technical direction in requirement definition, planning, coordination and implementation of channels applications and infrastructure
▪ Lead proactive monitoring, operation and maintenance of channels applications and infrastructure (FEP,
First Mobile, First Online, Agent Banking, USSD etc.) to maintain and support operations and ensure
compliance to relevant standards
▪ Work with Enterprise Architects to manage the track of information on all channels assets
▪ Lead effort to develop and configure channels infrastructure from conceptualization through stabilization
▪ Manage configurations, problems, incidents, IT service continuity and supply
▪ Manage effort to test, debug, document and analyze performance of channels applications and
infrastructure components
▪ Lead channels infrastructure implementation by analyzing the current system environment and
infrastructure and developing implementation and verification procedures to ensure successful installation of systems (hardware/software)
▪ Lead effort to provide support to all environments (production, test, QA, development, etc.)
▪ Supervise the planning and monitoring of event, fault, problem and performance management
▪ Perform routine evaluations of resource requirements necessary to maintain and/or expand service levels.
▪ Review service requests and perform activities to automate / resolve routine maintenance and support activities
▪ Provide leadership and technical guidance to reports
▪ Prepare plans for development and installation of channels infrastructure according to current and future requirements
▪ Coordinate with IT and the business teams to develop capacity management plans to ensure optimal
network operations
▪ Work with IT Risk Management to determine and implement DR requirements based on business needs
▪ Work with IT Risk Management to ensure the disaster recovery plan is kept current and operable in case of disaste.

  • Performance of infrastructure hardware, software and network
  • Proactive monitoring of applications and infrastructure (timeliness in identifying potential problems before
    they cause outages)
  • Average hours of downtime & non-availability of IT services in case of failure & Disaster
  • Percentage of incidents/problems due to capacity and performance shortages
  • Frequency of repeated quality audit exceptions
  • Percentage of overdue incidents and problems
  • Recovery time during planned and unplanned outages
  • Currency of recovery plans
  • Number of business requirements fulfilled
  • Timeliness of Subordinate reviews and mentoring
  • Effectiveness of Subordinate reviews and mentoring.
  • Supervises: Desk Head, Channels Support.
    ▪ Minimum of a first degree or its equivalent in a IT related discipline
    ▪ Masters or a recognized professional certification will be an added advantage
    ▪ 7+ years of experience in channels system support/ administration
    ▪ 4+ years of management experience
    ▪ Proficient knowledge of infrastructure design, implementation and operations
    ▪ Proficient knowledge of infrastructure and service delivery.
    Proficient knowledge of structured systems analysis and design, and software development life cycle
    ▪ In-depth understanding of service management tools for event management, provisioning and monitoring
    ▪ Sound knowledge of enterprise applications systems such as Finacle 10, Oracle ERP, etc.
    ▪ Sound strategic planning and management skills
    ▪ Sound interpersonal and communication skills and the ability to work effectively with business stakeholders
    ▪ Sound conflict management skills.
    ▪ Sound administrative and managerial ability.
    ▪ Customer-centricity
    ▪ Creative, results-oriented and analytical with strong problem-solving capability
    ▪ Sound leadership and influencing ability
    ▪ Coaching
    Core SFIA 5 Skill Requirements
    ▪ Business Risk Management (BURM 4)
    ▪ Continuity Management (COPL 4)
    ▪ Network Planning (NTPL 5)
    ▪ Network Design (NTDS 5).
    ▪ Capacity Management (CPMG 4)
    ▪ Availability Management (AVMT 5)
    ▪ Service Level Management (SLMO 5) ▪ Application Support (ASUP 5)
    ▪ IT Operations (ITOP 4)
    ▪ Problem Management (PBMG 4)
    ▪ Service Desk and Incident Management (USUP 4) Other SFIA 5 Skill Requirements
    ▪ Requirements Definition and Management (REQM 4)
  • Emerging Technology Monitoring (EMRG 4)
  • Learning Delivery (ETDL 3)
  • Administratively reports to Unit Head, IT Operations and Service Management

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