Specialist, Infrastructure Support




TITRE DU POSTE : Specialist, Infrastructure Support
DEPARTEMENT : Information Technology
TYPE DE CONTRAT : CDI assorti d’une période d’essai de 3 mois



Standard Bank RDC fait partie du plus grand groupe bancaire de l’Afrique en termes de capitalisation boursière dont le siège se situé à Johannesburg. Présente dans 38 pays dont 18 en Afrique, c’est depuis 1992 qu’elle opère au Congo à la suite de l’acquisition d’ANZ Grindlays Zaire qui existait dans le pays depuis 1973.

Standard Bank RDC offre une gamme variée de produits et services par le truchement de ses diverses branches à travers la RDC via un réseau des intermédiaires (banques correspondantes). Nous avons développé une expertise dans la prestation des services liés aux besoins des entreprises minières, multinationales, Nations-Unies et autres organisations internationales opérant en République Démocratique du Congo.
Nos équipes allient leur connaissance approfondie sur les conditions et déterminants du marché en RDC à l’expertise du Groupe Standard Bank opérant dans les marchés émergeants aux fins de développement des solutions sur mesure répondant aux besoins de la clientèle.

Links to structures
Job function* Information Technology
Job family* Infrastructure Management
Job reports to* Manager, IT Production Support
Career type* Functional/Specialist
Job purpose description* Responsible for support for the installing, testing, tuning, optimising, diagnosing problems, repairing, upgrading and maintaining both externally and internally supplied hardware and system software such as operating systems, data management products, office automation products, embedded systems, and other utility enabling software and related equipment.   Responsible for high-level troubleshooting and system security, and ensures repairs are undertaken in accordance with organisational policy and standards.
Job criticality Operationally Critical
Key responsibilities*
Output group 1* Maintain the data centre (live and disaster recovery sites)
Outputs and measures*
    • Working within group standards, ensure that all physical aspects of the local data centre are at standard.
    • Adhere to data centre architectural standards related to space planning, the engineering infrastructure (cooling, dehumidification, electrical systems, temperate control) and the technical infrastructure (cable plants, server racks, communication lines, switches, routers, etc). Ensure that expansion plans also adhere to these standards.
    • Monitor the use and availability of electricity in the data centre. This includes monitoring the availability of the UPS (uninterrupted power supply), battery banks, generator capacity, diesel supplies and overall power consumption.
    • Escalate any security failures or breaches immediately. Log the incident reports, participate in the investigations and execute the remedial actions to prevent recurrence.
    • Participate in the preparation of supporting documents to allow the formal review and tiering of the data centre. Ensure that the tier of the in-country data centre is maintained in line with group requirements.


Output group 2* Install and maintain the bank’s local server and PC infrastructure
Outputs and measures*
    • Install, configure and commission all new servers in the data centre. This includes the loading of the operating systems (which could include Unix, Windows Server, IBM AIX and RHEL – Red Hat Enterprise Linux), antivirus installations and updates, firewall maintenance and patching.
    • Perform basic database administration functions for in-country databases, primarily Oracle and SQL. This includes database tuning including memory allocation, file fragmentation and disk usage. Enforce data security standards on the databases, troubleshoot and resolve errors and plan capacity. Complex database administration may be performed by third party vendors or group teams.
    • Monitor file server and storage utilisation. Execute archiving actions in accordance with group standards to free up storage capacity.
    • Setup of employee fileshare folders based on instructions received from business. Monitor that the types of files and security access standards are maintained.
    • Perform daily backups and restores that are done offsite.
    • Configure all desktops, printers, scanners and periphery equipment. Ensure that protocols are followed in terms of receipt of the hardware from suppliers and that operating systems, firmware and applications are loaded to specifications. Adhere to agreed service level turnaround times for the deployment of new hardware to end users.
    • Decommission or clean retired or recycled hardware using approved disk wipe tools.
    • Ensure that all incidents are logged with the appropriate criticality ratings. If there are questions on the criticality rating, refer to the Manager Production Services for advice.
    • Provide second level support for incidents that were reported to Service Desk Consultants and that were not resolved on first call.


Output group 3* Maintain the local bank’s network and communication infrastructure
Outputs and measures*
    • Monitor the utilisation and speed of links by viewing the dashboards. Optimise the bandwidth. Raise incidents if any issues occur.
    • When requested, engage with the group or local telecommunications providers to drive resolution of connectivity issues.
    • Order and install telephony equipment include phone instruments, allocation of telephone lines, fax machines, voice recording and voicemail services. Review any installations done by third parties to determine if they meet group standards.
    • Perform the security installation and enablement of employee-owned tablets and smartphones.
    • Maintain network equipment loading of patches, firmware upgrades etc. Monitor the effectiveness of intrusion prevention and detection systems are in place.
    • Participate in the investigation of all local incidents related to unauthorised access to folders or systems.


Output group 4 Support the execution of third-party interfaces (live and batch loads)
Outputs and measures
    • Monitor the connectivity and network traffic for live interfaces including payment systems, trading analytics tools (e.g. Reuters, Bloomberg) and central bank interfaces. Log all incidents immediately. Provide input to the manager on the potential impacts of faults and outages and participate in the resolution discussions internally and with third party providers.
    • Monitor the processing of overnight and other batch uploads to all third parties including credit agencies, central banks, credit card companies (Visa, Mastercard, Amex etc.) and third party processing partners. Raise and resolve incidents.
Output group 5 Ensure availability of web and email services
Outputs and measures
    • Allocate employee mailboxes, set the system limitations on individual email size, attachment type and mailbox size. Maintain email distribution groups.
    • Archive of historical mailboxes for current and ex-employees in accordance with group retention standards.
    • Set up and maintain local web servers and services. This includes the local intranet, internet access (with internet access restrictions), proxy servers, internet firewalls and DNS servers.
    • Engage with local internet services providers and with group teams when internet or email services fail. Participate in the local root cause investigations.


Output group 6 Participate in group and local information technology projects
Outputs and measures
    • Participate in the hardware, storage and network impact assessment for all projects that are planned for the country.
    • Participate in the planning, development, testing and implementation of internal IT production services projects end to end for example the deployment of new regulatory standards on data protection or the implementation of new electronic communications infrastructure.
    • Execute the local technical testing of new systems and infrastructure and provide the test results to the manager.
Output group 7 Perform governance activities in line with local and group IT standards
Outputs and measures
    • Provide input on the development of the in-country business continuity management plan. Participate in the disaster recovery testing once a year and help to resolve hardware and connectivity issues identified during testing.
    • Log all change requests and incidents correctly and close out within the allocated timelines.
    • Adhere to service level agreements in terms of resolution times and level of service.
    • Highlight service delivery issues experienced with third party service providers to the manager.
    • Provide input into the selection of catalogue items for the creation of purchase orders. Check that the goods received agree with the purchase orders and invoices.
Formal minimum qualification 1* Type of qualification: First Degree
Field of study: IT and Computer Sciences
Other qualifications, certifications or professional memberships ITIL Foundation Certification
Experience required 1* Job Function: Information Technology
Job Family: Infrastructure Management
Years: 1-2 Years
Experience Description: Experience in supporting technical infrastructure including a complex data centre environment.
Experience preferred 1 Job Function: Information Technology
Job Family: Business Partnering
Years: 1-2 Years
Experience Description: Experience engaging directly end users on their technology requirements would be advantageous.
Behavioural Competencies
Behavioural competency 1* Competency Label: Developing Expertise
Competency Description: “Developing Expertise” is about individuals being open to learning as well as maintaining an efficient rate at which they learn. Furthermore, aims to develop relevant expertise can apply productively in service of their organisation’s goals.
Behavioural competency 2* Competency Label: Examining Information
Competency Description: This competency serves to aid effective problem solving and requires being effective at probing and analysing situations efficiently and accurately. This competency is important because without sufficient analysis, effective solutions become less probable. In addition, poor analysis makes it more likely that individuals become confused and anxious, bored, error prone or overwhelmed by detail, which also impacts negatively on successful problem solving.
Behavioural competency 3 Competency Label: Interpreting Data
Competency Description: This competency is about interpreting data accurately with an emphasis on the processing and interpretation of numbers. This competency also includes the utilisation of technology.
Behavioural competency 4 Competency Label: Interacting with People
Competency Description: This competency is about fostering relationships that benefit the organisation as well as an individual’s effectiveness and efficiency. More specifically, it includes personal networking behaviours, making contact with others and strengthening relationships.
Behavioural competency 5 Competency Label: Showing Composure
Competency Description: This is about the extent to which individuals can remain calm under pressure and maintain poise before and during important events. As such, the competency addressed in this document is concerned with the extent to which individuals show behaviours that lead to the effective handling of pressurised situations.
Behavioural competency 6 Competency Label: Checking Details
Competency Description: This competency is concerned with the careful checking and confirmation of details in a task. Another behaviour associated with the “Checking Details” competency is being accurate. Being accurate requires individuals to have a strong quality orientation as well as to be thorough and detailed in their approach when completing tasks in order to avoid making mistakes.
Behavioural competency 7 Competency Label: Taking Action
Competency Description: This competency is about taking action in service of achieving the organisation’s goals. It is about being energetic, showing initiative and being action oriented.
Technical Competencies
Technical competency 1*


Competency Label: Infrastructure/Platforms
Competency Description: Enterprise computing infrastructure support and maintenance provision.
Proficiency Level: PROFICIENT – Clear knowledge and application of the concept
Technical competency 2


Competency Label: Business Continuity Management
Competency Description: Refers to the knowledge and experience required to ensure provision of service continuity planning and support.
Proficiency Level: PROFICIENT – Clear knowledge and application of the concept
Technical competency 3



Competency Label: Capacity Management
Competency Description: Refers to the knowledge and skills required to manage the capability and functionality of hardware, software and network components to meet current and predicted needs in a cost-effective manner.
Proficiency Level: PROFICIENT – Clear knowledge and application of the concept
Technical competency 4



Competency Label: Database Administration
Competency Description: Refers to the knowledge and experience required to manage the installation, configuration, upgrade, administration, monitoring and maintenance of physical databases.
Proficiency Level: PROFICIENT – Clear knowledge and application of the concept
Technical competency 5


Competency Label: Network Management
Competency Description: Refers to the knowledge and experience required to manage IT networks.
Proficiency Level: PROFICIENT – Clear knowledge and application of the concept
Technical competency 6



Competency Label: Capacity Management
Competency Description: Refers to the knowledge and skills required to manage the capability and functionality of hardware, software and network components to meet current and predicted needs in a cost-effective manner.
Proficiency Level: PROFICIENT – Clear knowledge and application of the concept
Technical competency 7


Competency Label: Data Centre Facilities Management
Competency Description: Refers to the knowledge and experience required to manage the Data center operations.
Proficiency Level: PROFICIENT – Clear knowledge and application of the concept
Technical competency 8


Competency Label: Telecommunications (Data and Voice) Network
Competency Description: The ability to install and maintain telecommunications hardware & software.
Proficiency Level: PROFICIENT – Clear knowledge and application of the concept
Leadership Competencies (for jobs in Levels of Work 3 to 7)
No leadership competencies identified
Additional Job Dimensions
Business accountability: Impact on end result* Contributory ­- Advisory or facilitating services for use by others

Description or examples: Activities and timelines are defined by the manager, but the job holder requires a high level of technical expertise to maintain the equipment.

Typical direct reports for this job* Job Title: None
Number: No direct reports
Financial accountability* Type of Budget: No Budget Managed
Size of Budget (ZAR equivalent): Click here to enter text.
Type of accountability: Choose an item.
Internal relationships* Business area: Business areas that use the PC’s, Servers and Networks in the supported portfolio
Job: Employees and line managers
Nature of relationship: Contribute to their service delivery
Sphere of influence: Limited to their department only
Description or examples: Engaging on hardware or network issues that could affect their ability to work or their clients.

Business area: Group technology teams
Job: Production support colleagues
Nature of relationship: Provide and receive a service
Sphere of influence: Impact the whole functional area
Description or examples: Collaborate on new developments, escalating issues on group connectivity or hardware issues.

External relationships* Role type of external contact: Click here to enter text.
Nature of relationship:
Description or examples: Click here to enter text.
Accountability for problem solving* Degree of guidance received to solve problems:
Standardised – Substantially diversified procedures, general supervision
Description or examples: Group policies and standard operating procedures define the way the data centre, hardware, telephony and networks need to be maintained and governed. Local line managers define the tasks and activities to apply the policies in a local context.

Degree of original thought required to solve problems:

Patterned – Similar situations, solution by choice of known processes

Description or examples: Issues and incidents will vary, incumbents are expected to resolve most incidents using their own expertise and experience but may escalate more complex or new types of incidents to the line manager for support.

Accountability for planning of activities* Performance or supervision of varied activities

Description or examples: Due to the broad nature of IT infrastructure, being data centre, networks, telecommunications, servers, PC’s etc, the job holders cover a broad range of technical activities on a day to day basis.

Discretion allowed for decision making* Standardised – Prescribed practices, supervision of progress and results

Description or examples: Standard operating procedures are defined.

Work environment* Working Conditions 1: Night work may be required
Working Conditions 2: Regular overtime may be required
Physical Requirements: No specific physical requirements


Les personnes intéressées sont priées d’adresser leurs candidatures par e-mail à l’adresse électronique info@standardbank.cd en reprenant l’intitulé du poste en objet de leur e-mail.Les dossiers comprendront uniquement une lettre de motivation ainsi qu’un Curriculum Vitae détaillé à jour renseignant les numéros de téléphone et adresses e-mails d’au moins trois personnes de référence.

Seuls les candidats de nationalité congolaise remplissant les critères susmentionnés seront considérés pour la suite du processus.

La date de clôture pour la réception des candidatures est fixée au vendredi 27 septembre 2019 à 17h00’

La Direction des Ressources Humaines

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