IMYANYA 5 Y`AKAZI MURI Umwalimu SACCO: Deadline:03/06/2026

8. SECURITY OFFICERS (1)

Reports to: Security Manager,

Department: Operations

Age Limit: 35

• Being a Rwandan by Nationality
• Bachelor degree or A1 advanced diploma in Information Technology or Electronics
• Training certificates in CCTV, Access Control, Intruder Detection, Work through Scanner is an added value
• At least 5 years as technician of security systems in a reputable organization (attach proof)
• Having experience in security matters of a bank is an added value.

Job purpose

Responsible for developing , implementing and administering all aspects of the banks security program and safety program by ensuring that the security of the Cooperative working environment and the assets of the Cooperative are safeguarded , make assessment and advise the management on arrears where security is a concern for action to be taken , responsible for proper functioning of the security equipment’s installed at Head Office and in all branches to make sure security is maintained in all areas of UMWALIMU Sacco operation locations. Advising the management on legal matters and ensures compliance by the Cooperative to all legal/statutory requirements.

Skills& knowledge

• Professional training in Security, Safety procedures and Investigations preferred;
• An appreciation of security procedures within banks and financial institutions;
• Basic Knowledge of Computer use (MS Word, Excel, PowerPoint)

Key responsibilities

• Preparation and roll out of a well-documented security policy that is clear and understood by all.
• Ensuring security to employees, SACCOs’ assets and Premises and all other stakeholders.
• Ensuring compliance with the regulators standards on matters security and compliance with other legal requirements on security including fire disaster preparedness.
• Security admi
• nistration including management of Security Access Systems, Guards, CCTV, and Alarms.
• Conduct patrols and report suspicious activity, safety hazards, unusual circumstances, maintenance issues, accidents, issues and/or behavior.
• Monitor building activity, secured access and prevent unauthorized access.Respond to alarms in accordance to SLA standards.
• Client key access control, screening and badging.
• Monitoring and supervising the outsourced security guards to ensure all are at the working position with appropriate guarding equipments i.e guns.
• Check surveillance cameras periodically to identify disruptions or unlawful acts.
• Investigate people for suspicious activity or possessions
• Respond to alarms by investigating and assessing the situation
• Asset Protection including Facilities, Premises, and Staff.
• Conduct interviews and Investigations of internal Security matters
• Act as the organization’s contact person with law enforcement officers
• Conduct security risk assessments for the organization
• Creation and management of a safety program including emergency procedures.
• Security crisis management
• Provide assistance to people in need
• Apprehend and detain perpetrators according to legal protocol before arrival of authorities
• Submit reports of daily surveillance activity and important occurrences.
• Using your technical expertise to support maintenance of Security equipments installed at the Head Office and in branches and propose for outsourcing where not possible.
• Work with external services providers for all issues relating to Security related projects for proper implementation.
• Training staff on security and safety
• Any other duties as assigned by immediate supervisor.

• Ensure effective protection of institutional assets, staff, customers, and premises.
• Monitor and enforce compliance with security policies, procedures, and access controls.
• Identify, assess, and report security risks, incidents, and breaches in a timely manner.
• Coordinate security operations, surveillance, and emergency response activities.
• Strengthen safety awareness and promote a secure working environment across the institution.
• Support business continuity through effective incident prevention and response measures.

6. SOFTWARE QUALITY ASSURANCE ENGINEER

Reports to: Digital Factory Manager

Department: ICT

Age Limit: 35

• Being a Rwandan by Nationality;
• Having a Bachelor degree in computer science (or) Information Technology (or) Electrical (or) related field
• Having solid understanding of software testing methodologies, QA tools, and best practices
• Experience: 3+ years’ experience at similar position

Skills& knowledge

• Solid understanding of software testing methodologies, QA tools, and best practices
• Experience with manual and automated testing of web and mobile applications
• Familiarity with test automation tools (e.g. Selenium, Postman, JUnit, Cypress)
• Knowledge of version control and issue tracking tools (e.g. Git, Jira, Azure DevOps)
• Understanding of Agile development methodologies and sprint-based workflows
• Good analytical and troubleshooting skills
• Ability to communicate clearly and collaborate across technical and non-technical teams
• Keen attention to detail and a strong quality mindset

Key responsibilities

• Design, write, and execute manual and automated test cases for web and mobile applications
• Collaborate with developers and product owners to understand functional requirements and edge cases
• Perform various testing types including functional, regression, integration, performance, and user acceptance testing
• Log, track, and retest bugs using issue tracking systems (e.g. Jira, GitHub Issues)
• Ensure testing is done in accordance with the SDLC and Agile practices used in the Digital Factory
• Contribute to the development and maintenance of automated test scripts
• Support continuous integration by integrating test automation into CI/CD pipelines
• Maintain test documentation including test plans, test scripts, and QA reports
• Participate in sprint planning and retrospectives to provide feedback on testability and quality risks
• Assist in training and mentoring junior QA or interns if assigned
• To perform any other duties as may be assigned by the Director of the Department or the Digital factory Manager

• Ensure Defect Detection and Resolution
• Ensure to release Readiness and Product Quality
• Maintain Test Documentation and Maintenance
• Ensure compliance and standards

3. SYSTEM ENGINEER

Reports to:

Data Center Operations Manager

Department: ICT

Age Limit: 35

• Being a Rwandan by Nationality
• Bachelor degree in computer science (or) Information Technology (or) related field;
• Professional certifications such as: CompTIA Server+ or VMware or MCSA or Linux certificate;
• At least three (3+) years’ experience in a similar position;

Knowledge and Skills

• Solid understanding of servers, storage, networking, and virtualization technologies (e.g., VMware, Hyper-V)
• Experience with virtualization environment design
•  Familiarity with operating systems such as Linux and Windows
• Knowledge of networking concepts (e.g., TCP/IP, routing, switching)
• Proven ability to troubleshoot and resolve complex system issues.
• Problem-Solving: Proven ability to troubleshoot and resolve technical issues efficiently.
• Attention to Detail: High accuracy in handling system configurations and documentation.
• Communication: Able to clearly explain technical issues and collaborate with internal and external stakeholders.
• Personal drive and effectiveness;
• Ability to constantly deliver quality and value;
• Troubleshooting of complex systems
• Strong customer focus;
• Strong work process orientation;
• Ability to utilize capacity and resources effectively.

Key responsibilities

• Data Center Management: Manage and maintain data center hardware including servers, storage systems, virtualization and networking equipment.
• Monitoring and Maintenance: Perform real-time monitoring and routine maintenance, install and upgrade system software, firmware, and hardware as required.
• Develop and document infrastructure designs, configurations, and operational procedures.
• Virtualization Environment Management: Design, deploy, and manage virtualization infrastructure (VMware ESXi, vSphere, Hyper-V, or similar). Maintain and optimize virtual machines, templates, and resource pools.
• Capacity Planning: Analyze usage trends and forecast future infrastructure needs, working closely with the Data Center Operations Manager.
• Security and Compliance: Enforce policies and implement safeguards to ensure infrastructure complies with all relevant standards and regulations.
• Maintain system security, including access controls, patch management, and vulnerability assessments.
• Support regular audits and risk assessments.
• Troubleshooting and Resolution: Diagnose and resolve technical issues promptly, minimizing downtime.
• Disaster Recovery & Backup: Develop, test, and manage disaster recovery and backup strategies.
• Documentation & Reporting: Maintain detailed records of configurations, resolutions and activities. Generate performance, changes and incident reports for reference and audits.
• Research and recommend emerging technologies for future infrastructure growth.
• Project Management: Participate in or lead projects related to data center upgrades, expansions, or relocations.
• To perform any other duties as may be assigned by the Director of the Department or the Data Center Operations Manager.

• Maintain System Uptime and Availability
• Incident Response and Technical Support
• Ensure successful Backup and Disaster Recovery
• Ensure continuous Infrastructure Maintenance and Monitoring
• Ensure system compliance with security policies and standards (e.g., access control, patch management, vulnerability scanning)
• Maintain System Documentation and Reporting

4. DATABASE ADMINISTRATOR

Reports to: IT Operations Manager

Department: ICT

Age Limit: 35

• Being a Rwandan by Nationality;
• Having a Bachelor degree in computer science (or) Information Technology (or) Electrical (or) related field
• Having in-depth technical database administration skills in Oracle, MySQL, MSSQL, PostgreSQL and NoSQL DBs
• Having Azure Database Administrator Associate certificate would be an advantage with priority
• Experience: At least 3+ years’ experience at similar position level

Skills& knowledge

• Experience with SQL Server, PostgreSQL, and Oracle.
• Skills in performance tuning, high availability configurations, backup and recovery planning.
• Familiar with user access controls, replication strategies, and data reporting tools (Power BI, SSRS, etc.).
• Strong communication and organizational skills
• Process-oriented with a focus on quality and value delivery.
• Effective resource and capacity management skills.

Key responsibilities

Database administration

• Monitor and maintain institutional databases, identifying and resolving data or system issues.
• Ensure adherence to standard operating procedures, service delivery controls, and system methodologies.
• Troubleshoot database issues effectively to prevent operational disruptions.
• Document issues, resolutions, and proposals for future reference.
• Provide progress updates to the IT Operations Manager, including work in progress, completed tasks, and potential risks.
• Manage and monitor all database environments, including production, test, and development servers.
• Implement comprehensive backup, restoration, and disaster recovery procedures for databases and associated components (logins, scheduled jobs, linked servers, configurations).
• Optimize database performance through indexing, resource monitoring, and query tuning.
• Manage user roles, access rights, and permissions in compliance with policies and audit recommendations.
• Implement and manage data replication and synchronization between main servers and disaster recovery servers.
• Develop and maintain operational and management reports using SSRS and/or Power BI.
• Document procedures, configurations, and system changes for audits and reference.
• Participate in system audits, ensuring database-related controls meet compliance standards.
• Collaborate with developers and business units to support data needs and troubleshoot issues.
• Generate reports and queries from the database as needed.

Business analysis

• Translate business and technical requirements into detailed database solutions and automation specifications.
• Collaborate with business users and the Digital Factory team to understand requirements and deliver new or improved database functionalities.
• Assist with database reviews, revamp proposals, query testing, and resolving technical dependencies.
• Promote data architecture aligned with relational database technologies to support access across multiple business units.
• Initiate and implement Request for Change (RFC) processes and adhere to documented change management protocols.
• Propose and implement innovative solutions to address business challenges through automation.
• Perform any other duties assigned by the Director of the Department.

• Ensure Database Uptime and Availability
• Ensure Backup and Recovery Performance
• Maintain Database Performance Optimization
• Ensure Security & Compliance
• Maintain regularly Documentation & Reporting

4. DATABASE ADMINISTRATOR

Reports to: IT Operations Manager

Department: ICT

Age Limit: 35

• Being a Rwandan by Nationality;
• Having a Bachelor degree in computer science (or) Information Technology (or) Electrical (or) related field
• Having in-depth technical database administration skills in Oracle, MySQL, MSSQL, PostgreSQL and NoSQL DBs
• Having Azure Database Administrator Associate certificate would be an advantage with priority
• Experience: At least 3+ years’ experience at similar position level

Skills& knowledge

• Experience with SQL Server, PostgreSQL, and Oracle.
• Skills in performance tuning, high availability configurations, backup and recovery planning.
• Familiar with user access controls, replication strategies, and data reporting tools (Power BI, SSRS, etc.).
• Strong communication and organizational skills
• Process-oriented with a focus on quality and value delivery.
• Effective resource and capacity management skills.

Key responsibilities

Database administration

• Monitor and maintain institutional databases, identifying and resolving data or system issues.
• Ensure adherence to standard operating procedures, service delivery controls, and system methodologies.
• Troubleshoot database issues effectively to prevent operational disruptions.
• Document issues, resolutions, and proposals for future reference.
• Provide progress updates to the IT Operations Manager, including work in progress, completed tasks, and potential risks.
• Manage and monitor all database environments, including production, test, and development servers.
• Implement comprehensive backup, restoration, and disaster recovery procedures for databases and associated components (logins, scheduled jobs, linked servers, configurations).
• Optimize database performance through indexing, resource monitoring, and query tuning.
• Manage user roles, access rights, and permissions in compliance with policies and audit recommendations.
• Implement and manage data replication and synchronization between main servers and disaster recovery servers.
• Develop and maintain operational and management reports using SSRS and/or Power BI.
• Document procedures, configurations, and system changes for audits and reference.
• Participate in system audits, ensuring database-related controls meet compliance standards.
• Collaborate with developers and business units to support data needs and troubleshoot issues.
• Generate reports and queries from the database as needed.

Business analysis

• Translate business and technical requirements into detailed database solutions and automation specifications.
• Collaborate with business users and the Digital Factory team to understand requirements and deliver new or improved database functionalities.
• Assist with database reviews, revamp proposals, query testing, and resolving technical dependencies.
• Promote data architecture aligned with relational database technologies to support access across multiple business units.
• Initiate and implement Request for Change (RFC) processes and adhere to documented change management protocols.
• Propose and implement innovative solutions to address business challenges through automation.
• Perform any other duties assigned by the Director of the Department.

• Ensure Database Uptime and Availability
• Ensure Backup and Recovery Performance
• Maintain Database Performance Optimization
• Ensure Security & Compliance
• Maintain regularly Documentation & Reporting

JOB TITLE

KNOWLEDGE, SKILLS, EXPERIENCE AND KEY RESPONSABILITIES REQUIRED

KEY RESULT AREA

1. DIRECTOR OF RISK

Reports to:

Director General/BOD Risk Committee

Age Limit: 45

• Being a Rwandan by Nationality
• Bachelor’s degree in Finance, Risk Management, Accounting, data analysis, statistics or related field; Master’s preferred.
• Having Professional risk management certification (e.g., FRM, CRM or PRM) highly desirable.
• Minimum of 5 years of progressive experience in risk management, including at least 3 years in a senior leadership or managerial role specifically focused on risk management preferably within financial institutions or SACCOs.
• Proven experience in implementing ERM frameworks (ISO 31000 /COSO) would be an advantage with priority.

Knowledge and Skills 

• Strong analytical skills, problem-solving, and quantitative skills.
• People management and leadership skills;
• Proficiency in MS Excel and risk reporting tools; familiarity with automated risk software is an advantage.
• Report writing skills
• Excellent communication, training, and stakeholder engagement skills.
• Strong strategic orientation
• Ability to translate complex risk information into clear insights for decision-making.
• Due Diligence
• Attention to Detail

Key responsibilities

ERM Framework Development & Implementation

• Review and understand the SACCO’s strategic initiatives and goals to align risk management practices.
• Assess current processes and infrastructure to determine the Cooperative’s risk profile.
• Evaluate the existing ERM approach for risk identification, analysis, mitigation strategies, and monitoring.
• Perform end-to-end risk identification across all key business units.
• Identify material risks and opportunities in business units.
• Continually assess adherence to internal Risk as well as established policies.
• Conduct quantitative risk assessments to determine the Cooperative’s overall risk profile.
• Develop and maintain a comprehensive risk register to track material risks and serve as a foundation for future improvements.
• Project relevant trends that affect enterprise risk management and advise of ways to mitigate & isolate potential problem areas
• Ensure consistent application of the internal policies and procedures with regards to strategic risk, credit Risk, operational risk; etc
• Formulate a risk appetite statement aligned with Cooperative strategy, policies, and regulations.

Risk Reporting & Tools Development

• Develop user-friendly tools and datasets (preferably using MS Excel) to generate robust risk heat maps.
• Design management dashboards including Key Risk Indicators (KRIs) and propose automated monitoring solutions.
• Recommend automated tools for integration with ERM data for future enhancements.
• Document the Cooperative’s ERM Framework consistent with ISO 31000 / COSO standards.

Capacity Building & Stakeholder Engagement

• Develop risk training materials and conduct training for key stakeholders, including the Board, Management, and Risk Champions.
• Provide guidance on embedding a risk-awareness culture throughout the SACCO.

ERM Roadmap & Project Management

• Develop a roadmap to address gaps and implement the new ERM requirements.
• Produce a project close-out report summarizing the status of key risk activities, achievements, and recommendations.

• Lead the implementation and continuous improvement of the Enterprise Risk Management Framework.
• Ensure effective identification, assessment, mitigation, and monitoring of institutional risks.
• Strengthen risk governance, compliance, and internal control systems.
• Provide timely and accurate risk reports to Management, Board Committees, and Regulators.
• Promote a strong risk management culture and support strategic decision-making.
• Enhance institutional resilience by minimizing risk exposures and operational losses.

JOB TITLE

KNOWLEDGE, SKILLS, EXPERIENCE AND KEY RESPONSABILITIES REQUIRED

KEY RESULT AREA

FINANCIAL ACCOUNTANT (3 Staff).

Reports to: Chief Accountant

Age Limit: 35

• Being a Rwandan by Nationality;
• Bachelor’s degree in accounting or finance)
• CPA or ACCA qualification is a must
• Experience: At least 1 year’ experience in Accounting or Finance preferably in banking or other financial institutions.

Personal Attributes

• Demonstrate leadership abilities
• Good judgement
• High sense of responsibility
• Confident
• Integrity
• Diligent
• Attention to details
• Positive attitude
• Teamwork spirit

Skills & knowledge

• Having in depth experience and knowledge in banking products and Finance.
• Strong understanding of international Financial Reporting Standards.
• Analytical and problem-solving skills.
• Report writing skills
• Analytical Skills & demonstrate use of excel spreadsheets
• Good understanding of Microfinance regulatory environment.
• Ability to work under pressure and handle multiple priorities.
• Ability to learn quickly and adapt easily
• High levels of personal initiative and commitment
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively.
• Good computer literacy with excellent use of MS Office – Advanced Excel, Word and PowerPoint
• Ability to work with Finance Team and contribute the productive inputs

Key responsibilities

• Oversee and manage the day-to-day reconciliation of suppliers’ accounts and other general ledgers within Umwalimu SACCO’s financial accounting systems, ensuring accuracy, completeness, and timely resolution of discrepancies.
• Review and analyze supplier invoices and prepare the relevant payment documents, including bank payment vouchers, payment orders, and ticket vouchers. Additionally, analyze, process, and prepare all payment vouchers related to transport, accommodation, official missions, and sitting allowances for staff as well as elected governance bodies, ensuring compliance with applicable policies and procedures)
• Ensure full adherence to the three-way matching principle (¹LPO, ²DLN/GRN/Internal Reception Committee Report & ³Supplier’s Invoice before processing any payment).
• Assist tax officers to prepare for filing of monthly tax returns including VAT, PAYE, WHTs, RSSB statutory taxes, CIT, property taxes and other taxes.
• Collaborate with ICT Department to ensure the accuracy and integrity of financial information generated by the system, including the Trial Balance, General Ledgers, and reports from the Credit and Operations departments, particularly for regulatory reporting to the National Bank of Rwanda.
• Ensure proper maintenance of debtors’ and creditors’ control accounts by continuously reconciling them with debtor and creditor listings across all levels.
• Ensure full responsibility for completing and properly filing all supporting documents related to processed transactions. Ensure that contracts for accruals and prepayments are duly executed and accurately recorded in the books of accounts.
• Prepare and coordinate the daily replenishment of branch safes and vaults in collaboration with the Operations Department, ensuring accuracy, adequacy of cash levels, and compliance with internal controls.
• Ensure timely reconciliation of all business bank accounts and interbank transfers, promptly identifying and resolving any discrepancies
• Ensure arithmetical accuracy of month and year-end activities including accounting for accruals, prepayment and depreciation of fixed assets, etc.
• Ensure monthly fixed assets register reconciled with the General Ledger Balance as reflected in the Trial Balance
• Assist in the creation and modification of General Ledger internal accounts in the Core Banking System, ensuring compliance with International Financial Reporting Standards (IFRS) and the chart of accounts prescribed by the National Bank of Rwanda
• Ensure strict compliance with the filing process for supporting documents by clearly putting the transaction numbers on the ticket vouchers and submitting them promptly to the responsible personnel for both review and filing purposes.
• Provide all daily purchase codes to suppliers on the same day to enable timely EBM issuance and ensure full compliance with financial consumer protection regulations.
• Assist the Chief Accountant in the preparation of the periodic financial statements.
• Ability to assist internal and external auditors by providing supporting documentation and responding promptly to information requests

• Accurate and timely preparation of monthly, quarterly, and annual financial reports.
• Proper maintenance of accounting records and supporting documentation in compliance with applicable standards and regulations.
• Effective management of budgets, cash flows, reconciliations, and financial controls.
• Timely statutory and regulatory reporting with zero material compliance issues.
• Improved financial analysis and reporting to support management decision-making.
• Effective coordination of external and internal audit processes with minimal audit findings.

JOB TITLE

KNOWLEDGE, SKILLS, EXPERIENCE AND KEY RESPONSABILITIES REQUIRED

KEY RESULT AREA

INTERNAL AUDITORS (4)

Reports to: Operations Audit Manager,

Department: Internal Audit

Age Limit: 35

• Being a Rwandan by Nationality
• Bachelor degree in Business related field (Accounting, management, finance, economics or Equivalent Degree)
• Having CPA or ACCA qualifications is a must
• At least 2 years’ experience in auditing (attach proof)

Job purpose

• Responsible for regular internal audit and inspection to ensure that controls are in place and that laid down policies and procedures are adhered.
• Liaise with external auditors

Knowledge and Skills

• Thorough knowledge of financial and regulatory requirements as relates to financial institutions
• Accounting principles and procedures including International Accounting standards and auditing standards and best practice from relevant institutions such as Rwanda Accountants Institute guidelines
• Up to date knowledge of internal audit issues and trend especially risk based internal audit
• Good knowledge of the organization;
• Strong Analytical skills;
• Report writing and presentation skills.
• Computerized accounting system and Internal Audit procedures
• Communication skills
• Broad knowledge of operations and systems

Key responsibilities

• Ensure the organization develops sound policies and procedures that minimize risks without compromising efficiency
• Evaluate the organization’s compliance with internal policies, procedures and operating instructions
• Evaluate the organization’s compliance with statutory regulations and requirements
• Conduct regular and surprise inspection of all procedures, policies and processes ensuring that they comply with all statutory requirements and best practice
• Evaluate reliability of the information produced by the accounting and computerized systems of the Sacco
• Provide investigation services to the line managers
• Evaluate the efficacy of internal control procedures that are currently in place;
• identifying if and where processes are not working as they should and advising on changes to be made;
• performing risk assessments on key business activities and using this information to guide what to cover in audits;
• Completes audit work papers by documenting audit tests and findings;
• Communicates audit findings by preparing a final report; discussing findings with auditees;
• Prepares special audit and control reports by collecting, analyzing, and summarizing operating information and trends;
• Make recommendations on how to improve internal controls and governance processes;
• Conduct follow up reviews of financial, operational, or regulatory compliance deficiencies noted during audits
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Perform other duties as required by the Supervisor, consistent with the goals, objectives, and responsibilities of the internal audit department and with the approval of the direct Supervisor

• Timely execution of approved internal audit plans and assignments.
• Strengthened internal control systems and compliance across the institution.
• Identification and mitigation of operational, financial, and compliance risks.
• Timely issuance of audit reports with practical recommendations for improvement.
• Increased implementation rate of audit recommendations by management.
• Enhanced accountability, transparency, and operational efficiency within the institution.
• 100% compliance with internal procedures and statutory regulation requirements.

1. IT SUPPORT & INFRASTRUCTURE MANAGER

Reports to: Director of ICT department

Age Limit: 40

• Being a Rwandan by Nationality;
• Having a Bachelor degree in computer science (or) Information Technology (or) Electrical (or) related field
• Having ITIL or COMPTIA A+ or MCITP or CCNA certification;
• Experience: 4 years’ experience at similar position level

Skills& knowledge

• Familiarity with network monitoring tools
• In-depth knowledge of IT support best practices, including ITIL frameworks.
• Familiarity with Microsoft Windows, macOS, Active Directory, Office 365, networking basics, and hardware troubleshooting.
• Proficient in electrical design and diagnostic tools.
• Problem-Solving: Proven ability to troubleshoot and resolve technical issues efficiently.
• Communication: Able to clearly explain technical issues and collaborate with internal and external stakeholders.
• Ability to constantly deliver quality and value;

Key responsibilities

• Develop and enforce IT support policies, procedures, and standards.
• Ensure the Head Office and branches IT equipment and electrical is well-supported and meets operational needs.
• Ensure the reliability, availability, and performance of LAN, wireless, VPN, and other branch network infrastructure. And work closely with ISPs for network restoration.
• Lead and manage the team, including hiring, training, and performance management.
• Oversee the installation, configuration, and maintenance of PCs, OS, switches, routers and other endpoint devices.
• Maintain users’ data backups.
• Oversee day-to-day IT support operations, ensuring timely and effective resolution of user issues.
• Monitor and report on IT support metrics (SLAs, ticket volume, response/resolution times).
• Maintain IT asset inventory and ensure software/hardware compliance.
• Collaborate with other IT teams (Security, Data Center and IT operations) to ensure smooth service delivery.
• Ensure effective onboarding/offboarding IT processes for employees.
• Coordinate IT support for system upgrades, rollouts, and office moves.
• Implement a desktop computer “tool box” that enables all user departments to easily collaborate on virtual system-wide teams without any specific knowledge of other team members’ desktop environment.
• Develop and maintain documentation, including electrical schematics, support manuals, and service logs.
• Participate in project planning, implementation, and commissioning of electrical systems.
• Conduct root cause analysis of recurring electrical problems and implement preventive solutions.
• Monitor and ensure compliance with electrical safety standards, codes, and regulations.
• Recommend upgrades and improvements to electrical systems for enhanced reliability and performance.
• Coordinate the troubleshooting and resolution of complex electrical issues.
• Identify recurring problems and implement proactive solutions.
• Manage vendor relationships and service contracts related to the responsibilities.
• Maintain documentation for support processes and user guides.
• Stay current with industry trends and recommend improvements.
• To perform any other duties as may be assigned by the Director of the Department

• Ensure Network & Systems Availability
• Ensure effective IT Support
• Ensure the proper functioning and maintenance of IT equipment
• Adhere to IT security policies and audit requirements.
• Maintain regularly Documentation & Reporting
• Ensure Business Continuity & Risk Management