IT Support Officer at CRDB Bank Tanzania

IT Support will be responsible for managing incidents and requests raised by users through ticketing tool, calls and emails as well as monitoring systems and infrastructure and follow up on any incident emerged from detected system abnormality.

Reporting Line

MANAGER DIGITAL CHANNELS SYSTEMS

Location

Tanzania Head Office

Department

DEPARTMENT OF ICT

Number of openings

1

Job Purpose

Principle Responsibilities

• Receive and provide 1st level Support for all issues coming to ICT Service Desk via Service Management tool, Calls or Emails or emerged from system monitoring.
• Responsible for initial tickets, emails assessment, assignment to L2 engineers, prioritization and following up for resolution of all the issues raised to ICT by internal and external customers, third parties and partners.
• Perform service requests in relational to Access Management tasks (creation of new user IDs, assign access rights to users, resetting users’ passwords, activating user IDs, disabling user IDs, etc) in accordance with relevant Access Management processes in line with SLAs.
• Proactive and reactive monitoring of technology systems including Servers, Network Infrastructure, Applications, Databases, ATMs, POS as well Data Center environment using the available monitoring tools.
• Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams and stakeholders (internal and external) with respect to service performance and availability, including Branches, Business units, Aggregators, MNOs, third parties, who are linked to the Bank’s payment systems among others.
• Work with internal and external technical and service teams to create and/or update knowledge base articles.
• Monitor and providing report daily, weekly and monthly on components and services availability, capacity, and performance metrics, including trends analysis.
• Perform any other duty as assigned by the Manager/Supervisor.

Qualifications Required

• Bachelor’s Degree in Computer Science, Information Technology, or their equivalent from an accredited institution.
• Flexibility to work in different shifts (including night shifts) 24X7.
• Basic knowledge in Networking (OSI network layers, TCP/IP).
• Basic Knowledge in database and programming.
• Experience on system testing and monitoring.
• Basic knowledge in ITIL.
• Excellence in interpersonal, communication and team skills
• Strong rapport and relationship building skills
• Good level of business awareness and problem solving
• Courtesy and customer focused attitude.
• Team player and High level of Integrity.

CRDB Commitment

CRDB Bank is dedicated to upholding Sustainability and ESG practices and encourage applicants who share this commitment. The Bank also promotes an inclusive workplace, hence applications from women and individual with disabilities are encouraged.

It is important to note that CRDB Bank does not charge any fees for the application or recruitment process, and any requests for payment should be disregarded as they do not represent the bank’s practices.

Only Shortlisted Candidates will be Contacted.

Deadline

2026-03-13

Employment Terms

CONTRACT

Contract Duration

1 MONTHS