About the position
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 PERFORMANCE AREAS
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.
Requirements & Qualifications:
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.
- Cisco HCI and Hyper V will be an added advantage
Desired Skills:
- ICT infrastructure design
- Microsoft Active Directory
- Microsoft System Center
- Microsoft Azure
- ITIL
- MCITP
- virtualization
- VoIP infrastructure
- wireless networks
- Veeam
- WSUS
- server deployment
- storage infrastructure
- backup and restore
- network security
- infrastructure monitoring
- technical support
- infrastructure optimisation
- Cisco HCI
- Hyper V
Desired Work Experience:
Desired Qualification Level:
