Reporting To: Manager: Office Applications

Job Purpose

The purpose of the job is to be responsible for providing advanced operational support and maintenance of Office Applications systems which include, Active Directory Services, Enterprise Email solution and M365 collaboration platforms, Office Automation applications (SharePoint, Intranet, Optima, smart service, inform etc.), Enterprise File Management system. (NetApp), External customer-facing platforms (Corporate website, domains etc.) and Printing services. Responsible to maintain maximum uptime and work closely with business units to achieve organizational goals.

Responsibilities for the Role

• Perform daily system health checks and monitoring of all Office Applications systems as per system checklists and prepare daily status reports.
• Ensure that all issues under Audit, Security and Compliance are attended to timely and all raised issues by internal and external auditors are mitigated/resolved on time as per bank policies and procedures.
• Works collaboratively with NOC, SOC, and Service Management team by managing all incidents and closing all opened tickets within SLA and escalating to the vendor in case there is a need.
• Participate in preparing and implementing Disaster Recovery Plans, system maintenance and Change Management process for successful change execution. 
• Ensure that backups of all administering applications are being performed daily and are tested on a regular basis.
• Working with vendors in the process of troubleshooting escalated incidents. This may involve gathering technical information requested by them and discussing and challenging their findings.
• Working together with other system administrators and participating in special tasks as assigned by Management and must be flexible and available 24/7.
• Support, mentor, and coach the subordinates to ensure the team is developed and committed to executing their duties and performing at their level best for better results.
• Research and provide expert advice on complex systems analysis and design by identifying the need for new systems or modification to existing systems.
• Coordinate with all relevant business units about training and testing on new and existing applications within the unit and attend appropriate training and workshop programs.
• Participate in all ICT projects for holistic vision and control based on established governance practices and architecture models.
• Prepare and maintain technical/user documentation, and presentations for entire systems and develop innovative and cost-saving initiatives which will be implemented and used by all users.
• Carry out another assignment as may be assigned by Manager Office Applications, ICT management and Executive management.

Knowledge, Skills, Qualifications and Experiences Required

• Bachelor’s degree in computer science, ICT, or a related academic field.
• Professional certifications from Microsoft.
• At least 5 years of experience in Office application systems from any financial institution and a minimum of 2 years of experience as an IT Technician.
• Experience working in a deadline-oriented incident management environment managing multiple issues simultaneously.
• Technical handling interaction with vendors, contractors, and other stakeholders.
• Demonstrated leadership and personnel management skills.
• Strong interpersonal, written, and oral communication skills.
• Ability to explain complex ideas to those with limited IT and systems knowledge.
• Business analysis knowledge
• Technical knowledge of Information and Communication Technologies, Platforms, Networks, Infrastructure, and applications
• Advanced technical knowledge in System administration and support
• Advanced technical knowledge of Client and server operating systems, workflow automation and enterprise file manager.

Deadline 14th July 2023