IT Support Officer (2 Positions) – CRDB Bank (March 2025)

Location:

CRDB Bank Head Office, Tanzania

Department:

ICT Department

Number of Openings:

2

Job Overview

CRDB Bank is seeking two IT Support Officers to join its dynamic ICT team. The successful candidates will be responsible for handling user incidents and requests via a ticketing system, calls, and emails. Additionally, they will monitor systems and infrastructure to detect and resolve technical issues proactively.

Key Responsibilities

System Administration & Support

• Manage and administer digital banking channels, including Internet Banking, Mobile Banking, Agent Banking, and SMS Services.
• Provide first-level support to internal customers for digital banking systems and integrations.
• Offer 24/7 on-call support, ensuring smooth daily operations.
• Review, test, and implement system updates and enhancements in line with the Change Management Policy.
• Collaborate with third parties to support integration testing projects.

Incident & Request Management

• Assess and assign user tickets and emails to Level 2 (L2) engineers, ensuring prioritization and timely resolution.
• Address service requests related to Access Management, including:
  • Creating new user accounts
  • Assigning and modifying access rights
  • Resetting passwords
  • Activating and deactivating user accounts
• Monitor IT systems, including servers, network infrastructure, applications, databases, ATMs, POS terminals, and data center environments.
• Respond promptly to incidents, outages, and performance alerts, escalating issues when necessary.

Collaboration & Reporting

• Coordinate with internal teams, vendors, and partners such as mobile network operators (MNOs), aggregators, and third-party service providers connected to CRDB’s payment systems.
• Maintain and update knowledge base articles to improve issue resolution efficiency.
• Generate daily, weekly, and monthly reports on system availability, capacity, and performance trends.
• Perform additional duties as assigned by the Manager/Supervisor.

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Qualifications & Experience

• Bachelor’s Degree in Computer Science, Information Technology, or a related field from an accredited institution.
• At least 1 year of experience in an IT support role.
• Experience supporting self-service digital banking channels in organizations of similar size and complexity.
• Ability to work effectively in a fast-paced, collaborative environment.

Why Join CRDB Bank?

At CRDB Bank, we are committed to Sustainability, ESG (Environmental, Social, and Governance) practices, and workplace inclusivity. We strongly encourage applications from women and individuals with disabilities.

Important Notice:

• CRDB Bank does not charge any application or recruitment fees. If you receive any requests for payment, please disregard them as fraudulent.
• Only shortlisted candidates will be contacted.

Application Deadline:

March 21, 2025

Employment Terms:

• Type: Full-time (Contract)
• Duration: 1 year

How to Apply

To submit your application, please follow the link provided below.

Join CRDB Bank and be part of a team that drives innovation and digital transformation!