Associate Infrastructure Owner

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Job Summary

The Associate Infrastructure Owner is responsible for the planning, provisioning, and maintenance of end-to-end technology infrastructure services across Absa Bank (Mauritius) Limited. This role ensures operational efficiency and user productivity by supporting and optimizing hardware, software, and systems.
The role also contributes to strategic initiatives within the Digital Transformation & Technology function, supporting the bank’s innovation and modernization agenda.

Job Description

  Maintain and Manage the technology Infrastructure of the bank

• System & Application Support
  Install, configure, upgrade, and troubleshoot desktop operating systems, business applications (e.g. Microsoft Office, banking software), and server environments including file, print, and application servers.

• Hardware & Peripheral Management
  Maintain and support desktop hardware and peripherals such as phones, printers, scanners, and secure banking devices (e.g. Card and PIN systems).

• Performance Monitoring & Preventive Maintenance
  Monitor server and resource performance, proactively identify issues, and implement corrective or preventive actions to ensure optimal efficiency.

• Security & Compliance
  Ensure all endpoints are protected with updated antivirus and patches. Adhere to information security guidelines and change management protocols for all production system changes.

• Incident & Problem Management
  Track and analyse trends in incidents and service requests, contributing to continuous improvement initiatives and recommending system or process enhancements.

• Technical Expertise & Support
  Provide diagnostic analysis and technical support for hardware and software issues across all user levels, including resolution of complex business-impacting problems.

• Project & Testing Support
  Support and participate in testing for locally driven projects. Support infrastructure-related activities across various project phases.

Deliver Projects and Initiatives

• Drive and deliver projects and initiatives of the Digital Transformation and technology function, aligned to the strategy of the bank
• Understand and analyse business requirements and opportunities, scout for and assess solutions and technologies that would be appropriate and make recommendation for implementation
• Ensure the different stages of the project delivery process are followed, including ideation, design, approvals, implementation, testing and go live, in line with Absa’s policies and standards
• Own and be accountable for delivery of identified solutions, communicating progress to stakeholders on a regular basis

Improve Customer Experience

• Always have a “Customer” first attitude and ensure all customer queries / calls are attended to on priority.
• Drive enhancements to improve the user experience and ensure technology solutions/platforms are customer-centric.
• Participate in internal brain-storming sessions for development of new products and services or amendment to existing services
• Facilitate a customer obsession culture within and across teams for the long term success of the brand and continuous business growth
• Provide insights, key learning’s and digital behavioural trends to relevant stakeholders on digital and technology projects

Risk Management

• Proactively identify and mitigate risks related to the ABML’s infrastructure or platforms
• Collaborate with Technology Risk and Compliance teams, ensuring appropriate controls are in place in the areas under his responsibility
• Contribute and deliver to the improvement of the risk profile of the function by delivering improved governance, risk management, controls, and compliance requirements.
• Ensure all issues identified within the ABML infrastructure (network, voice , server infrastructure and Data centre environment) are logged and remediation plans are put in place to address the risks identified

Mandatory Risk and Control objectiveEnsure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the rolePersonal Development

• Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews/checkins throughout the year
• By utilizing skills matrix, identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate.
• Maintain an awareness of technology advancements and emerging technologies applicable to the banking/fintech sector

Role/Person SpecificationPreferred Education, key skills and qualifications:

• Degree with minimum 4 years relevant experience in IT infrastructure management or equivalent of 7 years related experience
• Experience of banking / financial services preferred
• Familiarity with ITIL-style management procedures
• Experience working with cross-functional teams to deliver complex technology solutions.
• Familiarity with agile project management styles is a distinct advantage

Technical Skills:

• Knowledge of cloud platforms, application hosting, and security protocols for financial institutions.
• Good understanding of ITIL processes and associated concepts
• Familiarity with Virtual Platforms (VMWare, Nutanix)
• AWS Cloud certifications preferred
• Office 365, Windows & Linux certifications preferred
• Familiarity with agile project management styles is a distinct advantage
• Understanding of contact centre solutions is a distinct advantage

Soft Skills:

• Analytical Thinking: Ability to break down complex problems and develop practical solutions.
• Collaboration: A strong team player who thrives in cross-functional team settings.
• Adaptability: Comfortable working in a fast-paced and evolving environment.
• Innovation-Driven: Passionate about leveraging technology to improve the digital banking experience.
• Strong communication skills: Ability to influence and manage stakeholders at all levels.
• High attention to detail with a customer-first mindset.
• Ability to manage multiple priorities, projects, and deadlines simultaneously.

Education

Further Education and Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences (Required)