Senior Manager Branch Technology Support at CRDB Bank Tanzania

Reporting Line

HEAD DIGITAL PLATFORMS & CHANNELS SUPPORT

Location

Tanzania Head Office

Department

DEPARTMENT OF ICT

Number of openings

1

Job Purpose

To manage and lead an internal team of Level 2 technical support Managers of Head Office & Branches on Power systems, Office Machines, ATM & POS maintenance and End-User working tools as well as Managing 3rd level technical support with respective Systems Vendors to ensure efficient and smooth day-by-day operations of all machines & systems used by the Bank to provide Banking services to Customers or for office automation.

The output of this position is reflected in Recommending best machines & systems solutions & suppliers, Maintaining Good Working Condition of Machines & Systems, Quickest response & resolution of Incidents & problems escalated from Level 1 Support (Service Management Department), Excellent management of Service Level Agreement (SLA) with system Vendors, Good Preventive Maintenance & Repair Workmanship, Cost Optimization.

Principle Responsibilities

• Provide effective management of Level 2 technical support for Head Office, Branch & Offsite Power systems: Generators, Uninterruptible Power Supply (UPS), Invertors, etc.
• Provide effective management of Level 2 technical support for Head Office & Branch Office Machines: Heavy duty Printer & Photo copiers, Note counting machines, Note Sorters, Note detectors, Digital Forex boards, etc.
• Provide effective management of Level 2 technical support for Head Office & Branch End-User working tools: Desktops computers, Laptops, Teller printers, Laser Printers, Cheque Scanners, etc.
• Coordinating the hardware & software support work of Zonal ICT / Field Support Technicians (FST).
• Service Level Agreement (SLA) Management, Incident & problems escalations for 3rd level support (Vendors) & follow-up resolution until closure.
• Implement Cost cutting initiatives to optimize Acquisition and Operational / support expenses for all Head Office & Branch Power systems, Office machines, End-user working tools.
• Setting SMART Objectives and conduct Performance Evaluation for Direct Reports in the section
• Prepare weekly/monthly performance update reports of the section
• Prepare and control annual budget (CAPEX & OPEX) of the section
• Setup and implement cost saving initiatives.
• Develop & update policies, procedures and processes to improve efficiency & productivity of the section.

Qualifications Required

• Bachelor’s degree in computer systems technology, Computer Science, Information Technology, Information Systems, Software Engineering, or a related field from a recognized institution.
• At least 5 years of general ICT Systems support experience in Banking environment.
• Minimum of 3-years' experience in Power systems, Office Machines and End-user working tools support.
• Experience of working in a deadline-oriented incident management environment managing multiple issues simultaneously.
• Experience and ability to work effectively in a dynamic, collaborative and fast-paced atmosphere.
• Experience in managing Back up / Recovery processes and Systems / Business Continuity.
• Technical interaction with vendors, contractors, and other stakeholders.
• Strong leadership and people management skills with the ability to build, motivate, develop, and lead high-performing teams.
• Excellent interpersonal, written, verbal, and stakeholder communication skills, with the ability to influence and engage at all organizational levels.
• Strong vendor, contract, and Service Level Agreement (SLA) management skills, ensuring effective service delivery and performance management.
• Strong ICT Service Management capabilities, including incident, problem, change, and service performance management aligned with best practices.
• Technical knowledge of Power systems, Office Machines and End-user working tools.

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

2026-07-31

Employment Terms

PERMANENT