Job Summary
To design, setup, configure, monitor and maintain network and communication software, hardware, and components and oversee day to day functioning and availability of IT infrastructure, thus ensuring smooth IT services at the business unit level
Roles & Responsibilities
- Install, set-up, configure, and maintain network and communication software, hardware, and components including workstations, peripherals, communication lines, cabling, and equipment
- Gather data pertaining to business needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
- Monitor network equipment for outages, traffic problems and service levels, and provide problem resolution when needed
- Identify utilization patterns and their effect on operations and system availability and performance expectations
- Notify network users of maintenance requirements and effects on system availability in a timely manner to ensure minimum impact on other processing activities.
- Diagnose, troubleshoot, and resolve problems or errors encountered with network systems software, hardware, and components, as well as replace defective components (as necessary) on a timely basis to minimize disruptions to business operations as well as to escalate problems as necessary.
- Anticipate potential communication and networking problems and implement preventive measures
- Analyse WAN connectivity for Disaster Recovery as well as draft procedures to be followed for network switching
- Back-up network and communication software, hardware, components configuration files and logs on a regular basis, according to the Bank’s policies and procedures.
- Maintain logs related to network functions, as well as maintenance and repair records
- Maintain current documentation including network diagram and architecture
- Ensure timely implementation and compliance to standards of assignments and ad-hoc requirements relating to geographically distributed infrastructure of network components
- Coordinate with ERP providers for undertaking customizations/ configurations/ introduction of new modules, based on requirements and ensure smooth functioning of the ERP system across the unit
- Provide monthly performance reports to analyse the strength of current ERP systems and identify weaknesses to improve issues that require management attention
- Take overall responsibility for Email management, including Email configuration, Email server management, migration from lotus notes to outlook and downtime management
- Manage the proxy server and act as a domain controller for the corporate directory
- Guide the team in handling the communication systems across the unit including handling the Dynamic Bridge Exchange (DBX) and Internet Protocol (IP) telephony systems
- Maintain strong relationships with network providers (LAN, WAN and hardware vendors).
- Provide inputs to superiors on upgrades of IT systems available in the market and execute the same, as directed, in consultation with service providers
- Allocate work to subordinates, nominate for training as per guidelines, conduct performance reviews and manage leave and overtime to ensure efficiency.
- Participate in the identification of training and development initiatives for all subordinates
- Drive the engagement and satisfaction of the team through holding periodic meetings to discuss the achievements and address any employee issues and/or concerns
- Supervise direct reportees in their day-to-day tasks, design career development programs for the staff and guide them in managing their performance by providing appropriate feedback and counselling. Provide recommendations to HR & Admin on hiring and promotions
KPIs
- % adherence to defined SLAs/TATs for resolution of issues faced by users
- Planned vs actual uptime of IT and communication network for the Organization
- Number of instances of defaults observed vis-à-vis defined SOP
- Efficiency of disaster recovery and business continuity planning- Number of instances of data loss due to breakdowns
- Timely ERP Software update
- % reduction in user complaints on account of dissatisfactory resolution of issues
Work experience requirement
Minimum 4+ years of related experience, preferably in a similar industry
Qualification
• Engineering with specialization in computers or a Diploma in computers
• Global certifications like ITIL / CCNA / MCSE would be preferred
Competencies
IT Hardware
Network Topology and Security Systems
Cloud technologies
Communicating effectively
Self and Team Management
Planning & Decision Making
Customer Centricity
Ownership & Result Orientation
ERP Platform Implementation
IT Budget and cost control
