About You

Academic & Professional Qualification

 Bachelor’s degree in Information Technology, Computer Science, Computer Information System, Software Engineering or any other equivalent field.

 Professional ICT qualifications such as ITIL, CCNA, MCSE, HDI Support Center Team Lead etc.

Experience

 At least four (4) years of relevant work experience in service desk management.

Behavioral Competency

“ Interpersonal and cross-cultural skills, including ability to build collaborative relationships with sensitivity to diversity/inclusion.

 Creativity and innovation skills.

 Action oriented.

 Quality focus and attention to detail.

 Professionalism and integrity in line with Dashen Bank values.

 Good oral and written communication skills.

 Critical and analytical thinking and problem solving skills.

 Personal motivation and drive exhibited through commitment to hard work, continuous improvement and achievement of goals.

 Good customer relationship management skills (internal and external customers)

 Risk awareness and focus – demonstrates understanding of risk management practices, standards and regulatory requirements.

Required Technical Competency

 Experienced Service Management professional.

 Previous experience as a Team Lead or demonstrable experience in leading virtual teams.

 Experience of managing 3rd parties and 3rd party delivered services.

 Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.

 Expert knowledge of ITIL disciplines.

 Excellent customer facing/customer service skills.

 Able to work under pressure and meet deadlines.

 Understanding of IP networks traffic, firewalls, routing etc.

 Good knowledge of Word, Excel, Outlook and other office applications.