Job Purpose Statement

Provide first-level support for service requests and incidents in line with the IT service support model, ensuring timely resolution or appropriate workarounds within agreed SLAs. The role also oversees daily Close of Business (COB) activities across core platforms, applies incident and problem management practices, and drives continuous improvement in system support and service delivery for internal and external customers

Job Specifications

• Aminimum of a Bachelor's degree in Computer Science, Information Technology, or a related field;
• Aminimum of 4 years' experience, including at least 3 years in systems/application support within a highly digitized environment.
• Qualifications in ITIL, COBIT, PMP, PRINCE2, or similar certifications preferred.
• Experience with cloud platforms, databases (Oracle, MySQL, PostgreSQL), monitoring tools, DevOps tools, and core banking systems.
• Proven experience managing third-party vendors and support partners.