BRAC Bank is a value-based organization and one of the most sustainable banks in Bangladesh. Established with a view to financial inclusion, BRAC Bank is the pioneer of SME Banking in Bangladesh and delivers a full array of banking services to individuals and business entities. Its strong financials, along with the best credit rating from the top-rated global and local agencies and numerous recognitions, speak of the bank's aspiration towards becoming the best bank in the country.

BRAC Bank is currently looking for an ambitious, intelligent, goal-oriented, enthusiastic individual for the following position in its Technology Division:

Associate Manager, Technology Service Desk & IT Support

Employment Type: Full Time
Job Location: Dhaka

KEY RESPONSIBILITIES:

  • Installing and configuring computer software, systems, printers, and scanners;
  • Having sound knowledge of the latest tools, technologies, and systems;
  • In-depth understanding of enterprise-level software, hardware, and applications; 
  • Must have working experience in IT Support functions/ IT infrastructure of a large company; 
  • Supporting cross-functional activities for new applications UAT, roll out, and implementation; 
  • Assist Project Manager with project plans, roll-out, and implementation;
  • Periodic end-user feedback collection for BRAC Bank Technology services and escalates to concern service owners or related departments to mitigate or improve underline IT issues;
  • Take ownership of IT support/service mails and trouble tickets to ensure effective resolution of end-user issues; 
  • Creating trouble tickets in IT Service Management software (Microsoft System Center Service Manager) for end-user issues based on phone and IT support/service mail to track them, resolve or escalate until completion;
  • Should have primary knowledge of Bangladesh Bank ICT Policy, Audit and Compliance procedure of a large commercial bank;
  • Handing technology hotline calls, assigning tickets, periodic reporting.

KEY QUALIFICATIONS

  • Minimum Bachelor's degree in Computer Science, Engineering/ Electrical and Electronic Engineering from a reputed university with a satisfactory academic track record;
  • 3-4 years of experience in service desk & IT support function;
  • Should have experience in application and software support of large local companies;
  • Familiar with IT Service Management Standard (ISO 20000/ITIL);
  • Ability of hard-working and multitasking under pressure;
  • Excellent communication skills; 
  • Hands-on experience on reporting;
  • Must be familiar with any ITSM applications; 
  • Proficient in customer centricity, self-propelled, team player, and capability to meet deadlines.

Only short-listed candidates will be communicated for the next stage as per the recruitment process. BRAC Bank reserves the right to accept or reject any application without assigning any reason whatsoever.

BRAC Bank does not charge any fee at any stage of the recruitment process.

BRAC Bank is a values-driven organization and believes in protecting all its stakeholders, including the employees and the community we work with, from all forms of harassment, abuse, neglect, exploitation, and discrimination. As an equal opportunity employer, BRAC Bank encourages applications from any gender-diverse individuals and people with disabilities. BRAC Bank does not charge any fee at any stage of the recruitment process. We consider personal persuasion as disqualification of candidature.

Application Deadline: April 10, 2022