Job Description

Key Deliverables

The Specialist, Infrastructure Supervision will be accountable to achieve the following objectives:

Strategy Implementation

• Abide by and execute the functional strategy cascaded by the functional lead
• Assist in review of the functional strategy and roadmap, in collaboration with the functional lead, to ensure its alignment with the changing dynamics of the internal and external ecosystem

Staff Leadership and Management

• Monitor the health, availability, and performance of servers, operating systems, databases, middleware, networks, and business applications.
• Perform proactive health checks and capacity monitoring to identify potential risks before service degradation occurs.
• Ensure infrastructure services meet agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Support routine system maintenance activities, patch deployment, upgrades, and configuration changes.

Incident & Problem Management

• Diagnose infrastructure and application issues through log analysis, monitoring tools, and troubleshooting techniques.
• Restore normal service operations as quickly as possible following incidents or system outages.
• Perform root cause analysis for major incidents and recurring service disruptions.
• Prepare incident reports and contribute to post-incident reviews.
• Escalate unresolved technical issues to vendors, engineering teams, or higher-level support groups.

Change & Release Management

• Assess infrastructure-related changes and support implementation activities.
• Participate in change reviews to evaluate operational risks and impacts.
• Validate the successful deployment of infrastructure and application changes.
• Support release implementation and post-implementation verification activities.

Governance

Strategic Meetings

• Participate in strategic meetings, when required
• Execute OpCo wide transformation initiatives, when required by the functional lead
• Implement adequate risk mitigation and controls, with directions from the functional lead
• Assist in the evaluation baseline of Service Level Agreements (SLAs) and KPIs, when required
• Assist in the preparation of proposal on change initiatives SLA, policies and procedures, when required

Escalations

Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to functional lead

Function Tactical

• Execute projects initiated in the specific sub-function
• Abide by the established objectives, targets and budgets for the sub-function, when required
• Document identified key risks, issues and dependencies and set mitigation actions, with guidance from the functional lead
• Prepare documentation required for sign-off on tactical changes

Performance

• Ensure execution in alignment with divisional strategy

Reporting

• Report on a daily basis to the functional lead relating to progress made within the work area and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects, as required
• Provide inputs to the Manager (as required) relating to progress made within the subdivision and in accordance with the measurement metrics set by the organisation

Budgets

• Abide by function's budgets in line with business objectives
• Abide by project initiative budgets in line with business objectives

Operational Delivery

The role is accountable for the following work area outcomes:

Strategy & Analytics, Budgeting, Data and Reporting

• Execute policies, procedures and guidelines cascaded by the functional lead and ensure compliance with the same
• Comply with the set governance mechanisms, under supervision from the functional lead
• Evaluate the efficiency and effectiveness of Infrastructure Supervision strategies and propose and offer suggestions for improvements

Infrastructure Operations

• Bachelor's degree in computer science, Information Technology, Telecommunications, Mathematics, or related discipline.
• Minimum 3 to 5 years of experience in Infrastructure Operations, Technical Support, System Administration, or Application Support.
• Hands-on experience with Linux and Windows operating systems.
• Good knowledge of networking fundamentals and database systems.
• Experience using enterprise monitoring and ticket management platforms.
• Understanding of ITIL processes including Incident, Problem, Change, and Service Level Management.
• Experience supporting digital financial services platforms is an advantage.
• ITIL Foundation certification or relevant technical certifications would be advantageous.

Key Performance Indicators - Indicators of success (Strategic)

1. Service Availability & Reliability

• ≥ 99.9% availability of critical infrastructure services.
• ≥ 99.5% availability of business-critical applications and platforms.
• Compliance with agreed SLA and OLA targets.

1. Incident Management:

• ≥ 95% of Priority 1 and Priority 2 incidents resolved within agreed SLA timelines.
• ≥ 95% of incidents correctly logged, categorized, and assigned.
• Reduction in recurring incidents through effective Problem Management.

1. Problem Management

• 100% completion of Root Cause Analysis (RCA) for major incidents.
• Closure of identified problem records within agreed timelines.
• Reduction in repeat incidents year-on-year.

1. Monitoring & Operations

• 100% monitoring coverage for critical infrastructure components.
• Timely escalation of critical alerts and service-impacting events.
• Completion of scheduled health checks, maintenance, and patching activities as planned.
• Where required, escalate unsolvable issues to Manager IT Service Management in a timeous manner
• Other tasks and duties, as assigned

Education:

• BSc or Masters Degree in Engineering or IT.
• Bilingual (French/English)
• Relevant post graduate qualification is an advantage

Experience:

• Minimum 3 to 5 years of professional experience including:
• Minimum 2 years of experience in IT Infrastructure Operations, Infrastructure Monitoring, System Administration, or Application Support.
• Minimum 1 year of experience supporting mission-critical platforms and business applications.
• Minimum 1 year of experience in Incident, Problem, and Change Management processes.
• Hands-on experience with infrastructure monitoring tools, ticketing systems, and operational support environments.
• Experience supporting Linux and Windows server environments.
• Experience in Digital Financial Services (DFS), Mobile Money, Telecommunications, or highly available enterprise environments is an advantage. Competencies: