Manager ICT Operations

Reports To Head Business Technology

Supervises Direct:

• Senior Network & Infrastructure Officer
  
• Senior Database & Core Banking Administrator

Indirect:

Network & Infrastructure Officer, Database Administrator, Core Banking Administrator, ICT Support Officer

Interacts/Interfaces with

Internal:

• Heads of Departments, Business & Operational Delivery Teams

External:

• Service providers and system vendors

Job Purpose

Oversee the day-to-day operations and management of the bank’s IT infrastructure and services to ensure the availability, scalability, and reliability of ICT systems to meet business requirements and service level agreements (SLAs).

Responsibilities /Key Deliverables

• Ensure the availability, scalability, and reliability of ICT systems to meet business requirements and service level agreements (SLAs)
• Oversee and set priorities for the design, maintenance, development, and evaluation of all infrastructure systems, including LANs, WANs, the Internet, intranet, security, and wireless implementations.
• Supervise the design, installation, administration, and optimization of the Bank's corporate databases, database management systems, and related components to ensure high performance of the various business applications and specified server uptime.
• Implement and enforce IT security policies, standards, and procedures to protect the bank’s IT infrastructure and data assets
• Oversee IT service delivery processes, including incident management, problem management, change management, and request fulfillment.
• Ensure follow-up and root cause analysis and post-incident review of all high-severity incidents across services and analyze incident trends for repetitive and critical incidents for permanent resolution
• Implement and maintain a structured System Environment that facilitates the development of ICT services to leverage value from ICT Systems and applications across the bank.
• Oversee the management of System end-of-day/Month/Year procedures and manage system start-of-day procedures, end-of-day tasks, and related support activities.
• Review Service Level Agreements and track monthly SLAs for the team. Agree and manage service offerings and SLAs with internal customers.
• Collaborate with the ICT team and other stakeholders to drive forward improvements in systems monitoring, incident management, and general service delivery, and execute all appropriate delivery processes to optimise IT service(s).
• Maintain the ICT Systems' uptime as per the agreed service level agreements and ensure that all ICT services effectively support users across the branches and Head Office.
• Build and maintain formal partnerships with key internal and external stakeholders; e.g. ICT Support teams, business stakeholders, and key suppliers, to understand the business needs and changes in customer needs, and maintain and upgrade relevant ICT Systems
• Manage and Monitor staff performance and development, set performance objectives, carry out performance reviews, and coach and mentor all staff under jurisdiction.
• Effectively manage service levels of critical applications and minimize the cost of IT infrastructure by optimizing the delivery and performance of business services.
• Engage stakeholders and Produce robust ICT operations reports in accordance with the operations plan and budget for management decision-making.

Person Specification

Education & Training

• Bachelor’s Degree in Computer Science, Information Technology or any other related field.
• CISM, CISSP, CRISC, and CASP+ or any other related certifications is an added advantage.

Skills & Experience

• 6 years’ experience in IT Operations, 3 years of which should be at a supervisory level.
• Demonstrate ability to link and apply complex technologies to business strategies and high proficiency in Information and Communication Technology.
• Strong understanding of banking operations, Fintech, and product development trends.
• Strong skills in Project Management and project execution is an added advantage
• Familiarity with the financial services industry in Uganda.
• Strong understanding and experience in digital banking services.

Business Behaviors

• Adaptable to technological advancements, regulatory changes, and shifting business priorities
• Strong communication and interpersonal skills
• Ability to analyze complex issues
• Strategic Thinking
• Must be a person of integrity.
• Risk management skills.
• Strong leadership skills.

How to apply.

All candidates should send their updated CVs and application letters through the BrighterMonday Portal by Clicking on the 'Apply Now ' section