The Ugandan Jobline

 

Job Title:    Manager IT Services

Organization: Housing
Finance Bank

Duty Station:
Kampala, Uganda

Reports to: Head
Information Technology

 

About US:

Housing Finance
Bank, is a Commercial Bank and the leading provider of housing finance
solutions with a vision to be the preferred consumer and business bank with a
focus on housing finance.

 

Job Summary:  The Manager IT Services is accountable for
delivering agreed IT Service Level Agreements (SLAs) between the IT function
and the user departments and ensuring efficient and effective services support
to users across the Bank’s various IT platforms. The role holder will be
accountable for planning, coordinating and direct management of the Bank’s IT
Services Help Desk and ensuring that Help Desk staff are equipped with the
competence, knowledge and tools they require to offer an efficient 1st line
support to all users.

 

Key Duties and Responsibilities:  

·       
Accountable
for coordinating the development and documentation of SLAs with different user
departments and ensuring that appropriate processes, systems and resources are
put in place to offer effective service support to the users in line with the agreed
SLAs.

·       
Manage
day-to-day incidence and problem resolution process, coordinating issue
logging, analysis and closure with the users, IT staff and third party service
providers.

·       
Develop,
review and manage inter departmental and external service provider service
level agreements in line with the customer service charter and the departmental
work plans

·       
Conduct
regular service review meetings with all departments; ensuring active ICT
stakeholder engagement for good business relationships,

·       
Conduct
regular internal SLA reviews with all departments, publish I.T SLA performance
reports in line with agreed interdepartmental SLA targets for all IT services

·       
Provide
2nd line support, troubleshoot and solve technical problems on user computing
devices such as Desktops, laptops, scanners, printers, MS Office products, MS
Exchange and other critical IT services;

·       
Track
and analyse trends in Service Desk requests, generate statistical reports
monthly and Provide management information relating to Inter-departmental SLA performance,
identify areas for service improvement, escalating events that may breach (or
have breached) SLAs;

·       
Develop
and publish IT customer survey at least twice a year, follow-up on feedback
received to manage new requirements, compile issues for closure and identify
training needs;

·       
Deliver
high quality communications and engagements with customers during service
interruptions to ensure that incidents resolution is prioritised in line with
customer needs.

·       
Follow
up with IT support staff (at all support levels) and external service providers
(service resources) involved in resolution to ensure incidents are
resolved/closed, and the customer communication is complete;

·       
Develop
and continuously update an IT service catalogue.

·       
Continuously
review IT solutions, workarounds, temporary fixes from vendors and ensure there
is sufficient documentation of all solutions in the ITSM portal by all
technicians.

·       
Coordinate
with other departments to deliver End User Technology training, to share broad
knowledge on use of hardware and software and ICT policies.

·       
Plan,
coordinate and ensure participation of the IT Service Desk Team in refresher
trainings for specific platforms/services CRM next, DMS and ATMs Custodians.

·       
Manage
the performance of IT Service Desk Staff, through performance appraisals and
ensuring the meet productivity targets.

 

Qualifications, Skills and Experience:

·       
The
applicant for the Housing Finance Bank Manager IT Services job opportunity must
hold a Bachelor’s Degree in ICT and Computer related studies e.g. Computer
Science, Computer Engineering, IT, or other related studies e.g. Bachelor of
Statistics, Data Science, Mathematics, Electrical, Data Communication and
Networks

·       
ITIL
Foundation Certificate in IT Service Management

·       
At least
five years of IT experience in large Microsoft, Solaris, VMware and Cisco based
enterprise environments

·       
Expert
knowledge of VMware and Windows 2008/2012 server and Exchange 2013

·       
Strong
knowledge of managing Cisco network, brocade network switches and wireless
technologies, UNIX and storage systems, VOIP PBS system

·       
Understanding
of the OSI networking model and networking topologies, VOIP technologies

·       
Demonstrated
knowledge of key protocols such as TCP/ IP, UDP, DNS, DHCP, SMTP and SNMP

·       
In-depth
understanding of Information Technology Infrastructure Library (ITIL)

·       
Good
knowledge of PC and Server operating systems, corporate protection systems,
programming with UNIX, SQL, knowledge of web design

·       
Excellent
customer service and people skills

·       
Consistently
approaches work with energy and positive, constructive attitude

·       
Superior
organization and communication skills, both verbal and written

·       
Strong
monitoring skills, management and leadership skills

·       
Positive
and constructive attitude towards work

·       
Proven
initiative, good judgement, confidence, assertive team working skills and
ability to meet deadlines without close supervision

·       
Total
commitment to quality and attention to detail

 

How to Apply:

All Interested
candidates should hand deliver their applications with a recent CV, copies of
all academic transcripts, certificates and testimonials, daytime telephone
contact, postal and email address and three competent referees to:

Head, Human Resources,

Housing Finance
Bank,

Investment House

4 Wampewo Avenue,
Kololo

 

NB:
Please take note that ONLY shortlisted candidates will be contacted and any
form of canvassing will lead to automatic disqualification.

 

Deadline: 23^rd February 2021

 

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latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline

 

 

 

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