Applicants are hereby invited to apply for the position of Service Operations - Shift Supervisor (Non-Management Grade 5) (Shift) at our Group Information and Communications Technology Department. 

Applications are to be submitted on or before November 06, 2026

JOB SUMMARY

The incumbent will be responsible for shift-to-shift validation and continuation via handover and management reporting including the supervision of Service Operations - Shift Operators, as well as responsible for Operating and Monitoring of the Groups ICT Service Operations processes and services

KEY DUTIES AND RESPONSIBILITIES

• Supervises staff while ensuring their on the job training, assignment scheduling, periodic performance appraisal including coaching, mentoring and initiating corrective action where necessary
• Assists in the development of shift and operational plans, focusing on standards, requirements and detailed information, which will be used to successfully execute and achieve scheduled baselines
• Ensures completeness of all duties and assignments of the shift, reporting and handover documents and they are properly assigned to the next shift supervisor or designate
• Ensures that the Group's service operations processes are completed accurately and in accordance with established procedures, job schedules and specified timeframes through the effective usage of software, equipment and Human Resources
• Makes recommendations to reporting line for enhancement to operational activities in order to simplify and improve processes to achieve agreed systems availabilities
• Reviews relevant logs and control reporting to ensure all data conversions and transaction inputs into the systems are in balance as per control guidelines
• Liaises with staff (Branches/Units) in respect of enquiries, special requests, logged incidents and problem notification
• Validates the required levels of support for Group provided transport, office supplies and media supply required for daily/cyclical processing and ensures availability and replenishment of supplies
• Ensures that all financial payment instruments (files,cheques etc.) for the Group are, verified and dispatched fully with accountability
• Assists the Change Release Department by providing support through job processes during a user-testing phase, which also includes ensuring all errors are immediately escalated and outputs submitted as requested
• Completes all scheduled and ad-hoc processing requests logged via Service desk in a timely manner
• Responds to basic to moderate problems encountered by assigned staff during daily processing by referring issues to the relevant support department and escalate as needed to keep in line with Service Level Agreements (SLA)
• Performs the function of a Shift Operator as required
• Prepares required reports for management by verifying and collating relevant statistical system data and ensuring delivery in a timely manner
• Engages in marketing of the Group's products and services and supportive internal promotion of ICT service operations
• Responds to customers' requests, inquiries, incoming and outgoing calls, both local and foreign, in a courteous and timely manner consistent with operating standards and escalation to reporting Supervisor/Manager where necessary
• Completes special projects and other related activities as assigned by the Supervisor/Manager
• Verifies that all required jobs automated or manual are accurately completed, logged and delivered as per required timelines
• Operates out of the Disaster Recovery site based on assigned schedules or as assigned
• Reviews service desk incidents/requests, process and delivers results to Users in a timely manner according to service level agreements
• Provides on-the-job training to new Service Operations - Shift Operators in understanding the process flow and operating procedures to perform these functions with minimum supervision

QUALIFICATIONS AND EXPERIENCE

• Bachelor's Degree in Information Systems or Computing, with a minimum of one (1) year experience in ICT Service Operations at a supervisory level
• OR a minimum of one (1) year experience ICT Service Operations with an advanced level Certificate in Supervisory Management
• OR Associate's Degree in Information Systems or Computing with three (3) years experience in ICT Service Operations, including one (1) year supervisory experience
• OR Diploma in Information Systems or Computing, with four (4) years experience in ICT Service Operations, including one (1) year supervisory experience.