Job Location : Head Office, Hq
Job Purpose:
Proactively monitor, conduct level 1 troubleshooting, and escalate all incidents and problems raised within the Network Operation Center (NOC) to ensure 24/7 operations.
Main Responsibilities:
Job closing date : 08-Apr-2026
Job Purpose:
Proactively monitor, conduct level 1 troubleshooting, and escalate all incidents and problems raised within the Network Operation Center (NOC) to ensure 24/7 operations.
Main Responsibilities:
- Work with the Development team and understand the new products and systems, and ensure the right support is provided throughout the transition period.
- First-level support for all self-service channels and services ensures proper escalation to second-level support.
- Second-level support for all DSS and onboarding challenges
- Supporting and solving common and basic issues faced by customers, such as solving minor knowledge issues, providing detailed support process information, and fulfilling users' requests that need IT involvement.
- Perform and coordinate root cause analysis of incidents and share RCA/incident reports.
- Daily proactive monitoring, conducting first-level troubleshooting, resolution, and escalation of all issues pertaining to Data Centre & DR infrastructure, Core banking services, Core network, branch connectivity, ATM/POS, Self-service channels, power & cooling utilities at Head Office and branches.
- Manage all incidents and problems logged regarding self-service and channels, ensuring SLA(s) and customer expectations are met.
- Preparation of daily, weekly, and monthly performance statistics for the performance of services and data center infrastructure, status reports, and graphical aids for management.
- Service management standards and baselines in operating systems, network virtual environments, databases, and middleware
- Good knowledge of networks, applications, data center infrastructure, self-service channels, power, and cooling utilities monitoring and troubleshooting.
- Possess good interpersonal skills.
- Must be creative, innovative, aggressive, and a team player.
- Ability to work on a shift basis.
- Good observation and analytical skills.
- Familiarity with Agile development methodologies.
- Experience with a variety of databases and object-relational Mapping (ORM) frameworks.
- Knowledge of programming and shell scripting, e.g., Java, Python, Bash script
- Bachelor's degree in computer science or related academic field.
- Experience with the following tools GIT, NetBeans IDE/Eclipse, Visual Studio, and Android Studio
- Three years' experience in handling Monitoring Tools (Microfocus) in large corporate organizations.
- Three years' experience in systems and Network security technologies such as TCP/IP, Network devices (switches, routers, and Firewalls), UNIX/Linux, Windows, Oracle & Microsoft Database.
- Experience in developing with two of the following languages C#/.Net, PHP, Java and Objective-C/Swift (added advantage)
- Experience with web application technologies including CSS3, HTML 5 and JQuery/JavaScript
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted.
Job closing date : 08-Apr-2026
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