IT Operations Engineer

Job description / Role

Role purpose:

Monitor performance of on-shift operators and provide assistance when needed.
To educate the system operators regarding their roles, responsibility, and authority.
To execute the daily operation tasks (start of day & end of day) of the IT back office (core banking and branch automation) as designed by the IT operations manual.
To monitor the IT systems for known problems and abnormal behavior and get involved with the seniors to resolve them and reduce downtime.
To execute backup operations of all systems.
Enhance existing operational procedures.
Involved in disaster recovery (DR) and business continuity planning (BCP) activities.

Key accountabilities of the role:

Banking systems support:
To participate in the implementation of all operation procedures and controls related to banking applications and escalate major problems to the concerned specialist.

End of day processing controls:
Work closely with IT management to enhance controls in existing operation tasks to minimize risk of mistakes and enhance performance of daily, monthly, and quarter-end processes.

Backup of the systems:
To perform supervision of daily, monthly, and infinite backup tapes as per backup policy.

System monitoring and maintenance:
To monitor environmental conditions in the data centers.
To inform and alert manager and concerned staff for any interruption in services due to hardware or software problems.
To ensure that only authorized personnel are allowed access to the data centers and report any attempted unauthorized access to the designated security officer.
To assist in monitoring the performance of all computer systems using tools and utilities.
To coordinate with hardware vendors and engineers in preventive maintenance and ensure that those are performed in a timely manner.
Report such activities to the IT operations team leader and system engineers.

ATM, SMS, call center, and other delivery channels:
To check the call center, ATMs, switches, SMS, card center, and other delivery channels and generate required reports for different departments.
Report any problems to the related system engineer.
To take care of ATM-related problems and escalate them to the vendor if needed.

Incident reporting:
Initiate and document all incidents related to the systems' availability and performance and escalate them to the different departments within the IT division.

Documentation / process ownership:
The incumbent is responsible to take ownership, maintain, and update documented processes or documentation related to his job function.
In the event where processes or documentation are shared, the incumbent shall be responsible to inform the owner of any document about required changes or improvements.

Reports:
Provide progress reports in a timely manner, including tasks, projects, incidents, and ad hoc requirements.

Automation:
Implement automation required for performing the responsibilities and targets after getting the appropriate approval.

Adhere to IT and bank policies and procedures:
Including but not limited to reporting, internal and external processes, security.
Report immediately any potential or actual weaknesses, risks, and incidents that are noticed or observed.

Monthly customer statements:
Generate monthly statements, convert, encrypt them, and send to the printing department.

Information security:
Maintain information security throughout the period of employment.
Report any potential or actual risks or incidents affecting the security of information to the helpdesk.

Specialist skills / technical knowledge required for this role:

Basic IT infrastructure knowledge is required.

Previous experience and qualifications required:

Four or five years of IT experience, preferably in IT operations.