Specialist; ATM & POS Support Job Purpose
Responsible to provide pro-active, efficient and cost effective second level technical support to ensure highest ATM and POS terminal services uptime to customers.
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Key Responsibilities
Branch User support responsibilities:
- Train branch ATM custodians how to operate the ATMs correctly and efficiently, e.g. Cash replacement, operator control panel, clear note jams and recycle bins, replacement of consumables, etc.
- Provide to merchants and agent POS terminal users basic POS operational and maintenance training (power on / off, login / log-off, receipt printing, etc.) and basic troubleshooting skills (out of power, network connectivity, etc.).
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Technical support responsibilities:
- Provide effective first and second level support for all ATM & POS issues in order to achieve ATM uptime of 99% and above consistently.
- Maintain an updated inventory of all ATMs and POS, including their location.
- On-site
supervision of vendors during installation of new ATMs to ensure good
workmanship and quality of work, as well as performing the following
tasks:
- ATM software installation using ATM disk image;
- ATM security set-up (key injection, etc.);
- Network devices & setup (GPRS, CDMA, IP Address, etc.);
- Re-calibration of ATM cassettes to correct denominations
- Configurations and installation of new POS terminals at branches, agents & merchants. Undertake all POS repair and maintenance at Agent / Merchant site.
- Constantly monitoring all ATMs centrally using ATM Manager System.
- Closely follow-up, attending and resolving all ATM & POS queries & incidents escalated from 1st Level support teams that are to be resolved internally.
- Timely attend to the ATM health reports (list of ATMs that require attention) generated by Network Operations Center.
- Escalate to 3rd level technical support (ATM / POS / Switch and closely follow-up all ATM & POS and system queries & incidents that cannot be resolved internally.
- Closely supervise the periodic ATM Preventive Maintenance (PM) work carried out by ATM support vendors to achieve highest level of ATM performance, good workmanship, accuracy and quality of work.
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Experience, Knowledge and Skills Requirements
- Bachelor Degree in Information Systems (IS), Computer Science, Electrical Engineering, Electronics & Telecommunication Engineering.
- Minimum of 3 years’ experience in IT Industry with exposure of 2 years in ATMs & POS support and operations.
- Certifications in CISCO/MSCA WINDOW 10 will be added advantage.
- Knowledge of Microsoft Windows PC Operating system version 7 & 10.
- Experience in supporting NCR and GRG ATMs.
Senior Manager; Networks
Job Purpose
Responsible for selection and implementation of the best network technology solutions & suppliers, maintaining highest uptime of all networks. Quickest response & resolution of network incidents & problems escalated from Level 1 Support (Service Management Department). Ensure excellent management of Service Level Agreement (SLA) with Network Service providers, cost effective maintenance of network and cost optimization.
Key Responsivities
- Creates and maintains overall network plans to support the organization’s business strategy, agrees service level agreements with customers and plans all aspects of the infrastructure necessary to ensure provision of network services to meet such agreements.
- Effectively lead a team of Level 2 networks support, responsible for Core (Data Centre) Network & Internet Connectivity, Wide Area Network (WAN) – Branch, Business Partners, ATM & POS Terminals Connectivity, Local Area Network (LAN) at Head Office, Branches and Voice & Video Network – Unified Communication Systems (UCS).
- Manage 3rd level network support with respective network service providers to ensure availability and good performance of data, voice & video connectivity used by the Bank to provide Banking services to customers as well as for internal office communications.
- Data Centre, Head Office, Branch, Agency Banking & ATM/POS terminals networks Installation, availability & performance assurance.
- Head Office & Branch Voice (VOIP telephone) and Video network installation, availability & performance assurance.
- Network Access Control (NAC) installation and performance assurance.
- Level 2 support & optimization of Data Centre, Head Office & Branch Data, Voice & Video Networks, Offsite ATMs network, etc.
- Data, Voice & Video network incidents management (escalation to 3rd level & follow-up resolution with vendors).
- Networks service providers & SLA management.
- Setting SMART Objectives and conduct Performance Evaluation for Direct Reports in the section
- Prepare monthly progress update reports of the section.
- Prepare and control annual budget (CAPEX & OPEX) of the section.
- Setup and implement cost saving initiatives.
- Develop & update policies, procedures and processes to improve efficiency & productivity of the section.
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Experience, Knowledge and Skills Requirements
- Bachelor Degree in ICT, Telecom, Electronics, Electrical engineering or related fields.
- Minimum of 10 years’ experience in similar role, at least 3 years in managerial position, managing network or aspect of a network for a bank or similar enterprise in size and scale.
- Professional qualification in network management (e.g. CCNP, CCSP, CCDP) and in ITSM related area (i.e. ITIL or COBIT) is required.
- Project management certification will be an added advantage.
- Experience in design, configuration and implementation of enterprise network architecture for banks, including IP/MPLS, VSAT, VPN.
- Advanced knowledge of LAN, WAN & UCS networks technologies is required.
Manager; Data Centers Operations
Job Purpose
Responsible of planning, organizing and leading a team to deliver cost effective and efficient data centers facilities services (power, cooling, fire prevention/suppression systems) that meet and exceed business and customers’ expectations (availability, recoverability, security and continuous improvement).
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Key Responsibilities
- Responsible for availability, recoverability and security of Data centers facilities (Power Utility feeds, Generator systems, UPS, battery string, etc.), Cooling (HVAC, chiller), Fire Detection & suppression (FM200 Pre-action etc.), Data Centers space planning, Physical security, access control and other low voltage systems.
- Manage all datacenter facility services related to spacing, power, cooling and building services (HVAC, Electricity, Racking, Cabling).
- Conduct capacity planning for the data center. Oversee the data center master plan and modify as appropriate to adjust for changing circumstances.
- Perform cost-benefit and return on investment analyses for proposed power systems solutions to aid management in making implementation decisions.
- Review and standardize electrical protection designs, technical specifications and scope of work for all power systems related projects.
- Coordinate planning and execution of corrective and preventive maintenance tasks by the vendors and produce metric reports and related documentation.
- Prepare and manage all documentation associated with standard operating procedures, specifications, standards, codes, safety, protection and related equipment.
- Perform Failure analysis to reduce downtime and improve reliability to ensure incidents resolutions within SLA.
- Design and implement upgrades to existing systems to overcome obsolescence, preventative and corrective maintenance.
- Providing guidance to technicians on power systems troubleshooting and operation.
- Conduct research and propose appropriate recommendations on electrical designs and installations for continuous improvements.
- Provide periodic capacity & forecast planning statistics and periodic reports based on performance benchmarks.
- Prepare and maintain spare part lists, monitor inventory and ensure that all the critical parts for power systems are always available for fault repair and emergency requirements.
- Manage and execute internal corporate and technical policies and procedures.
- Reviewing vendor RAMS (Risk Assessment Method Statements) and MOPs (Methods of Procedure) and ensuring all safety procedures are adhered to while performing work.
- Respond on an as-needed basis to incidents and emergencies – such as power, cooling, fire alarms, etc., 24 x 7, and arrange for backup when not available within SLA.
- Setting SMART Objectives and conduct Performance Evaluation for Direct Reports in the section.
- Prepare monthly progress update reports of the section.
- Prepare and control annual budget (CAPEX & OPEX) of the section.
- Setup and implement cost saving initiatives.
- Develop & update policies, procedures and processes to improve efficiency & productivity of the section.
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Experience, Knowledge and Skills Requirements
- Bachelor Degree in ICT, Telecom, Electronics, Electrical engineering or any related field
- Minimum 5 years of management experience in data center operations.
- One applicable professional qualification in data centers management (e.g. Certified Data Center Professional, etc.), will be an added advantage.
- Experience in management of Data Center’s Power, Fire Detection & suppression, Data Centers space planning, Physical security, access control & other low voltage systems.
- Strong knowledge of Mechanical (Data Center Cooling) and electrical solutions / technologies in the market.
- Good command on Engineering Drawings and Software such as Systems Monitoring software, Computerized Maintenance Management systems and Auto CAD.
Specialist; Data Centers
Job Purpose
Monitor, troubleshoot, and maintain the bank’s Data Centers Power Cooling, Fire Detection and suppression, Physical security, access control and other low voltage systems.
Key Responsibilities
- Daily monitoring, troubleshooting, resolve or escalate to vendors incidents related to the Data Centers Power (Utility feeds, Generator systems, UPS, battery string, etc.), Cooling (HVAC, chiller), Fire Detection & suppression (FM200 Pre-action etc.), Physical security, access control & other low voltage systems.
- Coordinate planning and execution of routine maintenance tasks.
- Inspect data centers facilities and equipment for unsafe or malfunctioning conditions.
- Provide statistics and reports to aid in management decisions.
- Monitors, logs, and reports on the Data Center functions using local and remote monitoring systems, direct observation, and as reported by others.
- Responds to and corrects issues related to the operation of the Data Center, such as monitoring alarms, staff/client reports, or direct observation.
- Maintains the Data Center infrastructure either directly or by coordinating maintenance activities of the Bank’s staff and/or contractors.
- Provides customer services support to Information Technology staff.
- Works on individual or group projects related to the operation and maintenance of the Data Center under the direction of the Manager, Data Center.
- Stays current with Data Center training on processes and procedures as they are created or revised and as directed by the Manager, Data Centers.
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Experience, Knowledge and Skills Requirements
- Bachelor’s Degree in Electrical/ Mechanical Engineering or any other related field.
- Minimum of 3 years’ experience in work related to power (generators, UPS, DBs) and cooling systems.
- Knowledge of current technologies in Data Centers Facilities (Power Utility feeds, Generator systems, UPS, battery string, etc.), Cooling (HVAC), Fire Detection & suppression (FM200 Pre-action etc.)
- Strong Data Center systems technical skills.
- SLA and vendor Management skills.
Senior Specialist; Networks Security
Job Purpose
Plan, organize and lead a team to deliver cost effective and efficient IT security controls to protect and defend the bank’s network infrastructure against any internal and external threats (e.g. unauthorized access, cyber-attacks, etc.).
Key Responsibilities
- Protects network infrastructure by defining access privileges, control structures, and resources.
- Manage and ensure optimal security configurations of all network security hardware and equipment (Firewalls, routers, switches, load balancers, etc.) for the LAN, WAN, Data Centers Core Network, and WLAN.
- Conduct research and make recommendations on network security products, services, protocols, and standards in support of network security continuous improvements.
- Provide “ownership” of security incidents and problems thru final resolution for the Bank’s Firewalls, IDS/IPS, and other network security incidents.
- Define, Implement, and maintain policies, procedures, processes, standards, and guidelines for network security administration and appropriate use.
- Monitor network traffic for unusual activity.
- Analyze and establish security requirements for your networks.
- Provide network security statistics and reports to aid in management decisions.
- Consult with the management and design rules and regulation for the acceptable use of the networks.
- Maintain an inventory of network security hardware and software equipment.
- Ensure networking stability and monitor all work regularly.
- Prepare and maintain networking security documentation and layouts.
- Contributes to team effort by accomplishing related results as needed.
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Experience, Knowledge and Skills Requirements
- Bachelor’s Degree in Computer Science or any other related field.
- Minimum of 5 years in network security technologies and setup/configuring enterprise-wide security in firewalls, routers, and switches.
- Preferred professional certifications, CCNP, ISO27001, CISSP, ethical hacking, OS and Databases related certifications, and other relevant security certifications.
- Excellent knowledge of current protocols and standards, including Core. Switching/Routing, SSL/IPSec, VOIP, Business Continuity, Disaster Recovery.
- Hands-on experience installing and troubleshooting Firewalls, routers, bridges, switches, hubs, networks cabling, telephony systems, modems, network interface cards, and so on.
