Position Overview

Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Commercial Division at Head Office – Commercial Retail:

Role Description

JOB PURPOSE

To provide reliable IT support, systems administration, infrastructure coordination, user support, cybersecurity control support and technology service delivery for Zanaco Insurance Brokers. The role ensures the availability, security, integrity and effective use of business systems, hardware, software, networks and digital platforms required for insurance operations, customer service, regulatory compliance and business performance.

Requirements

Under the supervision of the Chief Operations Officer (Insurance), the following are among the key responsibilities:

• Provide first-line and second-line support for desktops, laptops, printers, mobile devices, Microsoft 365, collaboration tools and approved business applications.
• Install, configure, maintain and troubleshoot hardware, operating systems, software, peripherals and network connectivity.
• Monitor the availability and performance of insurance systems, digital platforms, interfaces and supporting infrastructure, escalating service interruptions promptly.
• Log, classify, prioritise, resolve and close incidents and service requests in line with agreed service levels and escalation procedures.
• Administer approved user accounts, access rights, passwords and role profiles, ensuring appropriate authorisation and segregation of duties.
• Support cybersecurity controls, including endpoint protection, patching, vulnerability remediation, secure configuration, access reviews and security incident escalation.
• Coordinate backups, restoration tests, disaster recovery activities and business continuity exercises, maintaining supporting evidence for audit and regulatory purposes.
• Maintain accurate inventories of IT assets, software licences, warranties, configurations, access records and technical documentation.
• Coordinate approved maintenance, upgrades, releases and system changes with Zanaco Bank IT teams, vendors and business stakeholders.
• Prepare periodic service, incident, availability, security, asset and compliance reports; analyse recurring issues and recommend improvements.
• Provide user guidance and awareness on approved systems, information security, data protection and acceptable-use requirements.
• Support audits, regulatory reviews, procurement activities and vendor performance monitoring by providing accurate records and timely responses.
• Uphold the highest standards of ethics, integrity and professional conduct by complying with the organisation’s Code of Conduct, declaring conflicts of interest, safeguarding confidential information and reporting suspected misconduct through approved channels.
• Perform any other related duties assigned by management within the scope of the role and approved policies.

INTERNAL/EXTERNAL CONTACT

• Zanaco Insurance Brokers leadership and business functions.
• Zanaco Bank IT and other internal business units.
• IT vendors, service providers, system suppliers, auditors, regulators and consultants, where applicable.

QUALIFICATIONS/EXPERIENCE

• Grade 12 Certificate or equivalent, with the required credits in Mathematics and English.
• University degree or diploma in Information Technology, Computer Science, Information Systems, Computer Engineering, Cybersecurity or a related field.
• Relevant professional certifications such as CompTIA A+, Network+, Security+, Microsoft, Cisco, ITIL v4, cybersecurity or systems administration certifications will be an added advantage.
• At least two to four years’ experience in IT support, systems administration, network support, service desk operations, application support, cybersecurity support or IT operations, preferably in insurance, banking or financial services.
• Knowledge of IT support, endpoint support, network troubleshooting, systems administration, access control, data protection, backups, patch management and IT risk controls.
• Proficiency in Microsoft 365, Windows operating systems, collaboration tools, endpoint devices and relevant business applications.
• Good report-writing, documentation, communication and stakeholder-engagement skills.

JOB CORE COMPETENCIES

• Technical troubleshooting and problem-solving
• Service delivery and customer focus
• Analytical thinking and attention to detail
• Planning and organising
• Incident management and escalation
• Communication and stakeholder engagement
• Confidentiality, integrity and risk awareness
• Teamwork, resilience and adaptability
• Continuous improvement orientation

• Provide first-line and second-line support for desktops, laptops, printers, mobile devices, Microsoft 365, collaboration tools and approved business applications.
• Install, configure, maintain and troubleshoot hardware, operating systems, software, peripherals and network connectivity.
• Monitor the availability and performance of insurance systems, digital platforms, interfaces and supporting infrastructure, escalating service interruptions promptly.
• Log, classify, prioritise, resolve and close incidents and service requests in line with agreed service levels and escalation procedures.
• Administer approved user accounts, access rights, passwords and role profiles, ensuring appropriate authorisation and segregation of duties.
• Support cybersecurity controls, including endpoint protection, patching, vulnerability remediation, secure configuration, access reviews and security incident escalation.
• Coordinate backups, restoration tests, disaster recovery activities and business continuity exercises, maintaining supporting evidence for audit and regulatory purposes.
• Maintain accurate inventories of IT assets, software licences, warranties, configurations, access records and technical documentation.
• Coordinate approved maintenance, upgrades, releases and system changes with Zanaco Bank IT teams, vendors and business stakeholders.
• Prepare periodic service, incident, availability, security, asset and compliance reports; analyse recurring issues and recommend improvements.
• Provide user guidance and awareness on approved systems, information security, data protection and acceptable-use requirements.
• Support audits, regulatory reviews, procurement activities and vendor performance monitoring by providing accurate records and timely responses.
• Uphold the highest standards of ethics, integrity and professional conduct by complying with the organisation’s Code of Conduct, declaring conflicts of interest, safeguarding confidential information and reporting suspected misconduct through approved channels.
• Perform any other related duties assigned by management within the scope of the role and approved policies.

• Technical troubleshooting and problem-solving
• Service delivery and customer focus
• Analytical thinking and attention to detail
• Planning and organising
• Incident management and escalation
• Communication and stakeholder engagement
• Confidentiality, integrity and risk awareness
• Teamwork, resilience and adaptability
• Continuous improvement orientation
• Proficiency in Microsoft 365, Windows operating systems, collaboration tools, endpoint devices and relevant business applications.
• Knowledge of IT support, endpoint support, network troubleshooting, systems administration, access control, data protection, backups, patch management and IT risk controls.

• Grade 12 Certificate or equivalent, with the required credits in Mathematics and English.
• University degree or diploma in Information Technology, Computer Science, Information Systems, Computer Engineering, Cybersecurity or a related field.
• Relevant professional certifications such as CompTIA A+, Network+, Security+, Microsoft, Cisco, ITIL v4, cybersecurity or systems administration certifications will be an added advantage.