Summary
Date Posted: Saturday, October 28 2023, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
• The role of Information Technology Services Monitoring Coordinator is responsible for monitoring Application Systems, Information Technology Infrastructure, and Information Technology Services in the Command Center. The role also requires providing first line support on the Service Desk and coordinating responses to service requests and incidents which may occur.
• The position is key to ensuring Organizational Improvements, consistently improving, and maintaining the availability and uptime of systems to deliver reliable Information Technology Services through monitoring. The Monitoring Coordinator will assume the primary responsibility of monitoring events and assess the potential impact to the Bank’s internal and external Customers.
• In addition, the Coordinator will assist with crisis response, ensuring major incidents and relevant alerts/events are escalated and responded to in an effective and timely manner.

Job Responsibilities
Monitoring Activities:
• Responsible for monitoring the Applications and Network Systems to ensure it runs efficiently without interruption.
• Assist with troubleshooting and resolving of service requests or queries logged by users, internal stakeholders/customers.
• Assist with escalation or follow-ups to service providers on service-related issues.
• Ensure that the systems and technology used are constantly upgraded to remain relevant.
• To produce timely and accurate reports on systems performance and availability with the aim to give insight and trends to Management for effective decision-making.
• To constantly improve and introduce innovative solutions to various challenges and ensure that customer needs are properly defined and satisfactorily met.
• To constantly communicate, update and inform management, partners and peers about performance and service availability of systems and applications.
• To engage with third party providers for service continuity from an application and networking Infrastructure perspective.

Service Management:
• Documentation of Incident and Availability reports for Management.
• Monitor systems that assist in Infrastructure and Application event detection and alert remediation.
• Collaborate with cross-functional teams to understand complex Application Architectures in order to implement an effective monitoring strategy of holistic service visibility.
• Creation and maintenance of documentation for monitoring requirements and processes.
• Coordinate in the deployment, organization, and management of Standard Operating Procedures in the Command Center.
• Provide first touch Incident Response and effectively communicate service outages within the stipulated Service Level Agreements.
• Provide Weekly Reports on the status of major Incidents and Problems.
• Monitor Service Levels and Metrics, report on achievements and identify Trends.
• Provide the appropriate Management Information to aid Performance Management.
• Working closely with the Infrastructure, Operations and Technology Engineering Teams to understand System dependencies, points of failure, impacts, and external and internal Interfaces, in order to provide Quality Monitoring.
• Analyze Performance Data and make recommendation for Best Practices and Improvement.
• Coordinate incident resolution activities to ensure Service Level Agreements are met.
• Provide Daily Checklist and report on status of all monitored Systems at the beginning and end of day.
• Report major Incidents/System Outages to the IT Crisis Committee and send communication to the relevant Stakeholders and/or affected End-Users.
• Submit Performance Reports on a Weekly and Monthly basis to Management for review.
• Recognize trends of recurring Incident/Service Outages and make recommendations for Operational Improvements.
• Assist with other Service Desk activities and resolution of Incident and Service Requests logged via the Service Desk.
• Attend to User queries and provide solutions in timely and adequately manner.
• Liaise with 2nd and 3rd line support for any highly technical issues that cannot be resolved by 1st line.
• Provide regular updates to management including statistics on critical incidents and profile of affected users or branches.
• Perform any other duties as may be assigned by Management.

Risk Management:
• Evaluate risk likelihood and impact and prioritize them for analysis and response planning.
• Ensure that all risks applicable to your area are identified, assessed, reported, and captured in the risk register.
• Participate in the annual review of procedure manuals when requested.
• Familiarize yourself with and adhere to the Zanaco Enterprise risk management framework and participate in risk management training organized by IRM.

Requirements
Qualifications/Experience
• Education: Diploma in Computer Science or Information Technology related field; a Degree will be an added advantage.
• Professional: As required by Function
• Minimum Experience: Basic understanding of IT; Work experience in respective function will be an advantage.

Work Level
Junior
Job Type
Temp
Salary
Market Related
Duration
< 6 Months
EE Position
No
Location
Lusaka

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Postgraduate Degree

Job application procedure
• Interested and qualified? Click here to apply

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