JOB OVERVIEW

The Manager, IT Infrastructure is responsible for the daily operation, maintenance, and improvement of SME Bank’s IT infrastructure systems. The role ensures reliability, operational efficiency, and service continuity.

JOB DUTIES & RESPONSIBILITIES

1. Infrastructure Operations & Support

• Manage daily operations of server, storage, network, and desktop infrastructure.
• Ensure systems operate within established uptime and performance SLAs.
• Oversee monitoring, incident handling, and problem resolution.
• Ensure timely execution of backups, disaster-recovery procedures, and scheduled maintenance activities.
• Conduct regular health checks and maintain documentation of operational issues.

Implementation & Technical Support

• Assist in implementing infrastructure solutions based on approved designs and architecture from senior leadership.
• Provide Level 2/3 technical support for escalated infrastructure issues.
• Support deployment of new hardware, software, and network devices.
• Collaborate with application, security, and project teams on cross‑functional

2. Team Management

• Allocate resources between BAU activities and project work.
• Guide and coach team members to enhance skills and technical capability.
• Ensure compliance with internal processes, SOPs, and IT standards.

3. Vendor & Asset Management

• Coordinate with vendors for troubleshooting, maintenance, and support services.
• Participate in vendor discussions, but major procurement decisions are escalated to the Head of Infrastructure.
• Maintain up‑to‑date asset inventories for hardware, software, and licenses.

4. Documentation & Compliance

• Maintain complete and accurate documentation of configurations, procedures, and infrastructure diagrams.
• Ensure adherence to IT security standards, policies, and regulatory requirements.
• Support internal and external audits by providing infrastructure‑related information.

5. Scope of responsibilities

• Desktop, server, storage, and networking infrastructure
• Desktop and server virtualization software
• Backup/recovery and replication infrastructure
• Operating system software
• Telephony hardware and software
• Internal and external email software
• Fileserver platforms
• Industry reciprocity links
• All management, monitoring, and alerting infrastructure
• All data centre environmental infrastructure, i.e., power, cooling, rack space, cabling
• All external cloud resources, excluding application software, databases, middleware, and core banking applications, are required

PERSON SPECIFICATION KNOWLEDGE & EXPERIENCES

• Bachelor’s degree in Computer Science, Engineering, or related field.
• Minimum 3–5 years of experience in IT infrastructure operations.
• Experience managing technical teams or acting as a team lead.
• Good understanding of infrastructure technologies (networking, servers, virtualization, storage).
• Experience with vendor coordination and service-level management.

SKILLS & ABILITIES

• Be a good team player with a sense of responsibility and adaptability;
• High proficiency in English;
• Ability to prioritize, multitask, and work well under pressure to meet deadlines;
• Skills in managing, communicating, reporting, solving problems, and interpersonal skills.
• Highly committed, confident, and talented to work.
• Ability to develop the banking operations policies and procedures and translate to actions.
• Network, security, and communications (design, devices, protocols)
• Linux and Windows servers technologies
• Cisco or Other Ethernet security appliances
• TCP/IP delivery methods and solutions
• Scripting languages
• Design and operation of DNS, AD, and desktop delivery solutions