Oversee the day-to-day operations of the IT Assist team, ensuring adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Drive the maturity of the Incident, Request Fulfillment, Access Management, and Knowledge Management processes, leveraging the IT Service Management (ITSM) platform.
Monitor key IT Assist metrics (KPIs) such as First Call Resolution (FCR), Mean Time To Resolve (MTTR), Customer Satisfaction (CSAT), and backlog management.
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Analyse and identify key risks and develop appropriate review programmes and tests for superior’s review and approval
Conduct preliminary assessment of reviewable areas, interview appropriate personnel, determine data requirement; accumulate, verify and analyse data, observe actual practices and evaluate operational function
To perform analysis using CAATs such as ACL etc
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· Collaborate with teams (e.g. Website, Communications) to solve technical challenges such as Wordpress management, integrations (Adaptis-ipay88) and system optimisation.
· Manage and optimise back-end systems (e.g. DynaMail, Alaya, SiteGIant, CiviCRM, Vodia, Automate, SiteGround, etc.) and system integrations (e.g. Adaptis-iPay88) to ensure reliability and scalability.
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We are seeking a highly competent, hands-on, and commercially driven Executive, IT Support Administration to manage the full spectrum of IT support, and infrastructure within our Corporate Division.
This role is ideal for an IT professional who can independently troubleshoot technical issues, manage IT resources, coordinate with vendors, and provide reliable IT support to ensure smooth business operations.
Maintain and harden existing sites — firmware, switch configs, IP documentation, rack hygiene, cable labelling, replacing failing routers and APs with minimal store downtime.
Reduce repeat work — when the same fault appears at three stores, you raise it, script around it or propose the permanent fix.
Support endpoints — in-store PCs, terminals and printers, remote support via SSH / RDP / RustDesk / MeshCentral / Intel AMT.
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Troubleshooting s Risk Mitigation: Identify and resolve technical bottlenecks during migration/deployment phases, ensuring minimal disruption to client operations.
Documentation s Handoff: Build standard operating procedures (SOPs), Project As-Builts, Low-Level Diagram(LLD), system architecture diagrams, and detailed handover documentation for ongoing support teams.
Process Optimization: Continuously refine deployment scripts, templates, and rollout checklists to improve implementation speed and consistency.
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Serve as an execution focal point coordinating workstream activities across Process & Technology, L1/L1.5 Support, Back Office, Quality & Regulatory, Finance, and Solutions & Infrastructure.
Coordinate with Affiliate Transition Leads to monitor local readiness, site cutover tasks, shadowing/reverse-shadowing activities, and hypercare execution.
Drive alignment between technical infrastructure rollouts (e.g., CCaaS Genesys, REXIS CRM, AI tools) and operational wave deployment schedules.
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Participate in application project implementations, including installation, configuration, testing, and validation activities to ensure successful deployment.
Coordinate with service providers and vendors to analyze, troubleshoot, resolve, and document application-related issues beyond the capability of IT Support or Group IT teams. Provide regular updates and escalate critical issues to the IT Support Manager when required.
Maintain high availability and reliability of application services to support secure, efficient, and uninterrupted business operations across departments.
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Steer the build activities and manage all IT projects ensuring the quality, content, costs and deadlines.
Guarantee the operational stability & efficiency.
Guarantee the operational efficiency and Service Level Agreements of the technology and infrastructure running under his/her domains and ensure that the necessary evolutions are recommended and implemented.
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We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.
Security Framework Alignment: Oversee the definition and maintenance of the Bank’s technical security standards, ensuring strict alignment with industry frameworks (e.g., NIST, PCI-DSS, ISO/IEC 27001, SOC 2, CIS Benchmarks).
Policy & Standard Engineering: Guide the review and updating of technical security policies, baselines, and procedures for Web Application Firewalls (WAF), Web Proxies, Enterprise VPNs, Network Access Control (NAC) systems (Cisco ISE), and related perimeter devices.
Audit & Compliance Remediation: Lead technical readiness for internal, external, and regulatory audits. Drive team execution to track, prioritize, and validate the remediation of security findings and vulnerabilities across business units.
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