Objective:

• To ensure continuous supervision of IT resources, infrastructure, networks, business applications and production workflows, and to manage their operations in line with established procedures.

• To promptly escalate any unexpected incidents that fall outside the documented operational guidelines and procedures.

• The overarching goal is to maintain the required levels of service availability and quality.

Main Responsibilities:

• Handles user requests from the BRD branches network and provides Level 1 support for diagnosing and resolving issues at both the business application level and the equipment infrastructure level.

• Reviews and processes users requests received from the network, providing Level 1 support for diagnosing and resolving issues related to applications, equipment infrastructure, and communication lines.

• Delivers daily support and technical assistance to BRD Head Quarter departments, branches network, and SG subsidiaries, including coverage during the weekends and public holidays ( 24/7 Level 1 Support in 3 shifts ).

• Conducts ongoing monitoring and supervision of the processes and workflows for both infrastructure and business applications assigned to the role:

• Manages the daily startup, shutdown, and oversight of operational resources according to the established schedule (including EOD of BRD Core banking system).

• Escalates unresolved incidents to Level 2 and ensures proper handover.

• Monitors and responds to alarms from critical application monitoring tools ensuring timely escalation to the relevant technical teams.

• Ensures process restoration after unexpected incidents by executing the appropriate recovery actions outlined in operational procedures or communicated by from higherlevel support.

• Keeps IT operations documentation continuously updated and aligned with current procedures.