Latest Job Vacancies at Equity Bank Kenya

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NOC Shift Engineer

Job Purpose:  

The NOC Shift Engineer is responsible for monitoring the ICT & Telecoms infrastructure, network & systems for stability to maintain 24×7 operations and resolve service impacts as they occur. 

Job Responsibilities/ Accountabilities: 

• Pro-active monitoring of the entire IT Infrastructure and applications systems.
• Performance monitoring, diagnose, and resolve performance issues.
• Applying software and hardware monitoring tools to detect and action faults & warnings
• First Line resolution as per the SLA’s.
• Follow up to confirm service availability and stability after resolution.
• Logging tickets in the ticketing system take ownership and follow up to closure.
• Log calls to service Providers on the various faults captured on proactive monitoring.
• Updating Ticketing tool with relevant professional information during and after fault resolution.
• Resolution of tickets assigned and closure within the working shifts.
• Provision of the incident report with ticket closure.
• Escalation of unresolved tickets to Support Level 2, NOC Engineers and the SME’s as per the Incident Management Procedures and keeping shift leader in copy of all escalation
• Daily/shift reports as per shift responsibility.
• Provision of the incident reports with ticket closure and Daily/shift reports as per shift responsibility. 

Qualifications

Essential Knowledge 

• Use of network monitoring tools.
• Proficiency in networking principles; TCP/IP, OSI and IP Addressing.
• Experience in handling computer networks, wide area networks, Oracle and IBM systems, data centres, telecommunications networks and tape library solutions.
• LAN and WAN troubleshooting skills and a solid understanding of network security.
• Can configure switches and routers remotely.
• Able to develop provisioning scripts (e.g. PERL) and can validate and troubleshoot new provisioning scripts.
• Prior experience working with Service and Incident Management applications such as Remedy, Smarts, Voyence, Spectrum, Siebel, Clarity, HP Service Management, Solarwinds and Clarify and other like OSS/BSS applications.
• Understanding of NMS, Ticketing and Databases Tools.
• Strong network diagnostic skills.
• Proficiency in MS Office. 

Key Critical Competencies 

• Putting customers/business first; must have a passion for serving others.
• Good and clear oral & written communication skills.
• People skills.
• Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.
• Good problem solving capabilities.
• Ability to work with minimum or no supervision.
• Forecasting, planning and thinking ahead.
• Understanding information in different formats such as pictorial, verbal and print representations.
• Performing through people.
• Operating under pressure and tight deadlines & schedules.
• Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
• Making a personal difference.
• Strong analytical skills and able to collate and interpret data from various sources.
• Able to manage relationships between several services providers contracted to provide services to ICT.
• Capable of multi-tasking, good time management and prioritization of workload. 

Requirements: 

• Bachelor’s Degree in Information Science, Telecommunications, Computer Science or Engineering or equivalent with a minimum of 1 years’ NOC experience.
• Knowledge of Technical, IT, NOC systems and procedures
• Experience in the Banking hardware and software.
• Ability to solve different network problems including those that cannot be resolved using typical methods.
• ITSM (ITIL) Certificate / Trainings.
• Vendor Trainings.
• Linux or windows system administration is an added advantage.
• Network support and Training like CCNA
• Experience in NOC-added advantage 

Service Desk Analyst

Job Purpose:   

The Service Desk Analyst is responsible for receiving, processing and resolution of ICT users’ incident reports and service requests and maintain 24×7 Operation. 

Job Responsibilities/ Accountabilities: 

• Receiving of service requests and incidents reports via phone, web, mail, or other authorized means.
• Authentication of requester and of approvals where applicable.
• Log in tickets.
• Categorization of Service Requests
• Prioritization of Incidents.
• Qualifies Incident as covered by SLA.
• Qualify that services are in the Service Catalogue
• Logging tickets in the ticketing system take ownership and follow up to closure.
• Assign tickets to the respective groups/ individuals.
• Resolution of tickets assigned and closure within the working shifts.
• Service Provision as per SLAs
• To provide first level support to users with IT support issues.
• Use available resources to resolve incidents (people, tools, and processes).
• Incident ownership, follow-up, and closure.
• Ensures that the Business Users agrees that the resolution provided addressed their needs prior to Incident closure.
• Escalation of incidents and requests that require expert input directly to the Senior Service Desk Analyst and the SME.
• Daily/shift reports as per shift responsibility.
• Provision of the incident reports with ticket closure and daily/shift reports as per shift responsibility.

Qualifications

Education Requirement:   

• Bachelor’s Degree or HND in Computing / IT. 
• Knowledge of Technical, IT, Service Desk systems and procedures. 

Experience:  

• Minimum 1 year Service Desk experience or technical field officer (TFO) experience.
• Candidate having experience in the hardware and software used by Equity Bank will be given priority. 
• Candidate should be able to solve different support problems including those that cannot be resolved using typical methods.  

Professional Certifications / Additional Qualification:  

• ITSM (ITIL) Certificate / Trainings.    

IT Knowledge: 

• Proficiency in MS Office. 
• Proficiency in computing principles.  
• Understanding of IT support tools. 
• Proficiency in MS Office.  

Key Critical Competencies 

• Putting customers/business first; must have a passion for serving others.
• Good and clear oral & written communication skills. 
• People skills. 
• Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.
• Good problem-solving capabilities.
• Ability to work with minimum or no supervision.
• Forecasting, planning and thinking ahead. 
• Understanding information in different formats such as pictorial, verbal and print representations. 
• Performing through people.
• Operating under pressure and tight deadlines & schedules.
• Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
• Strong analytical skills and able to collate and interpret data from various sources.
• Able to manage relationships between several services providers contracted to provide services to ICT.
• Capable of multi-tasking, good time management and prioritization of workload.
• Ability to solve different support problems including those that cannot be resolved using typical methods.

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