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Job Tittle: IT Service Desk Officer
Reports to: IT Service Manager.
PURPOSE OF THE ROLE
To provide an effective, professional and customer focused ICT Service Desk service ensuring that all incidents, requests and queries are captured and progressed swiftly to meet customer needs and expectations as agreed in the Service Level Agreement with business. The ICT Service Desk is the first point of contact for all staff.
MAIN JOB RESPONSIBILITIES
• Provide an efficient single point of customer contact with ICT regarding incidents and service requests through the available communication channels (phone, email, call management systems).
• Deliver first line ICT support services such as password resets, user accounts locking/unlocking, process and general inquiries.
• Respond to system warning alerts and check monitoring tools for service issues
• Consolidate and share availability, incident, problem, and change reports, among others
• Ensure that all reported or identified incidents and service requests are logged into the relevant call management systems, well categorized, prioritized and assigned to the correct resolver teams both internal and external.
• Alert the business and other relevant stakeholders of high impact incidents through service exceptions and related reports
• Solicit for feedback and completion estimates from resolver groups and provide regular updates to customers regarding incidents and service requests.
• Identify and escalate approaching or crystallized SLA breaches regarding logged incidents and service requests.
• Ensure all relevant service desk processes and procedures are up to date, identifying process improvements where possible.
• Record, categorize, monitor and resolve incidents and service requests to ensure that operational problems are resolved as quickly as possible, reducing their impact on service delivery.
• Analyze trends, investigate recurring incidents, evaluate and produce documented resolutions, to prevent future problems which ultimately impact on BRAC front-line service delivery.
REQUIRED QUALIFICATIONS AND SKILLS
• Bachelor’s degree in IT, Computer Science or related fields.
• A minimum of 2 years’ experience
• ITIL V3 Foundation.
KNOWLEDGE, EXPERIENCE & COMPETENCIES
• High levels of customer care
• Knowledge of SLA’s and working to deadlines
• Knowledge of IT Infrastructure Library (ITIL) processes and procedures
• High degree of problem-solving and analytical skills to be able to restore service as quickly as possible.
• Interpersonal skills
• Ability to work in a multidimensional/multicultural setting
• Good communication skills
• Decisive with strength of character.
• Ability to remain calm in the face of major pressure/incidents.
• Understanding of principles of service levels, availability and capacity plans
• Ability to learn technical concepts quickly.
Interested candidates should email their application letter, Curriculum Vitae, and copies of relevant academic documents, IN PDF FILE mentioning the job title as the subject matter to [email protected] NOT later than Thursday 5th November 2026 All applications should be addressed to the Head Human Resource BRAC Uganda Bank Ltd.
BRAC Uganda Bank Ltd is an equal opportunities employer
BRAC Uganda Bank Ltd is committed to safeguarding children, young people and adults, and expects all employees and volunteers to share the same commitment. We believe every stakeholder and every member of the communities we work with has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation – regardless of age, race, religion, gender, status as an individual with a disability or ethnic origin. Therefore, our recruitment policy and procedure include extensive background checks and disclosure of criminal records to fully ensure safeguarding.
BRAC Uganda Bank Ltd is an equal opportunities employer.
Job Tittle: IT Security Officer.
Reports to: IT Security Manager.
PURPOSE OF THE ROLE
The IT Security Officer supports the strategies necessary to ensure the confidentiality, Integrity, and Availability of BRAC Uganda Bank’s electronic information by communicating risk to senior management, creating and maintaining enforceable policies and supporting processes, and ensuring compliance with regulatory requirements. To support these activities, the IT Security Officer shall coordinate activities with other departments, including the evaluation and deployment of security-related products. Additionally, the IT Security Officer shall ensure that a BRAC Uganda Bank system-wide disaster recovery and incident response plans are in place.
The IT Security officer also delivers IT security production services that include the administration of user logical access controls, the management of system keys and terminal specifications.
MAIN JOB RESPONSIBILITIES
• Testing the functionality and effectiveness of information security safeguards.
• Carry out Risk Assessments and Compliance Checks on running systems and new projects or initiatives, recommend solutions to the identified vulnerabilities and track their remediation with the respective departments.
• Conduct IT Security awareness training to system users in line with identified needs, the Human Resource and IT security policies
• Make periodic reports to the Manager IT security on Security vulnerabilities, breaches, attacks and feedback from awareness surveys
• Enforce and maintain policies, procedures, measures, and mechanisms to protect the confidentiality, integrity, and availability of information at BRAC Uganda Bank.
• Develop and implement information security and disaster discovery programs in accordance with approved information security standards.
• Deliver improved governance, risk management, controls and compliance requirements
• Manage the remediation of any audit issues identified by the Risk and Audit team.
• Ensure compliance with all regulatory policies and standards and provide regular communication of governance requirements to stakeholders
• Review project risk logs to identify high impact probability items and work with Risk and Compliance teams to ensure that adequate risk mitigation and risk acceptance are in place
• Review the ICT Business Continuity Management (BCM) plan prepared for all ICT processes for adequacy and ensure required tests of the plan are executed and all test failures addressed.
• Track the compliance of security controls (Antivirus, OS patches, etc.) and follow up with the control owners for timely remediation
• Ensure that processes, control requirements and risk management frameworks that impact the area are documented and understood by all members of the team
• Monitor access to all systems and maintain access control profiles on computer networks and systems.
• Determine acceptable risk levels for the enterprise and ensure the IT environments are adequately protected from potential risks and threats.
• Evaluate information security issues related to third parties in order to conform to the BRAC Uganda Bank’s Vendor Management policy.
• Manage, investigate and handle information security breach and cyber security incidents, planning and recommending remedial actions on information security breach and cyber security incidents.
• Ensure that all third-party Technology suppliers comply with the BRAC Uganda Bank BCM framework by auditing the contracts and services delivered by the vendors
• Manage and support Access Management operations and governance relating to system, infrastructure and application access, user identity lifecycle management and implementing controls to protect BRAC Uganda Bank ‘s key information.
• Support and maintain IT Security Systems.
REQUIRED QUALIFICATIONS AND SKILLS
Bachelor’s degree in IT, Computer Science, Cybersecurity or a related field.
A minimum of 2 years’ experience in IT Security.
Certifications: CISSP, CISA, CEH, CISM, Security+ or other relevant certifications.
KNOWLEDGE, EXPERIENCE & COMPETENCIES
• Information Security
• Risk Assessment and Management
• Ability to communicate security-related concepts to a broad range of technical and non-technical staff.
• Solid experience in cyber security controls and incident handling
• Strong knowledge of banking regulations / guidelines relating to cyber security and technology risk management
• Strong self-motivation, with good leadership, communication, interpersonal and analytical skills
• In-depth knowledge and experience in the following information security areas:
o Vulnerability scanning and auditing tools
o Enterprise-scale network and host-based IDS architectures
o Enterprise-scale firewall architectures
• Secure messaging architectures
Interested candidates should email their application letter, Curriculum Vitae, and copies of relevant academic documents, IN PDF FILE mentioning the job title as the subject matter to [email protected] NOT later than Thursday 5th November 2026 All applications should be addressed to the Head Human Resource BRAC Uganda Bank Ltd.
BRAC Uganda Bank Ltd is an equal opportunities employer
BRAC Uganda Bank Ltd is committed to safeguarding children, young people and adults, and expects all employees and volunteers to share the same commitment. We believe every stakeholder and every member of the communities we work with has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation – regardless of age, race, religion, gender, status as an individual with a disability or ethnic origin. Therefore, our recruitment policy and procedure include extensive background checks and disclosure of criminal records to fully ensure safeguarding.
BRAC Uganda Bank Ltd is an equal opportunities employer.
Job Tittle: IT Infrastructure Support Officer.
Reports to: Manager IT Infrastructure.
PURPOSE OF THE ROLE
The IT Infrastructure Officer will support the installation, deployment and maintenance of servers, desktops, printers, telephony and other hardware across both production and DR environments, and provide timely and efficient user support across networks, desktops and applications.
The IT Infrastructure Support Officer will also support the various processes to Identify, Control and Account for assets throughout their lifecycle, from ‘Receipt’ into the organization to ultimate ‘Disposal’.
MAIN JOB RESPONSIBILITIES
• Support the installation, deployment, upgrade and troubleshooting of all hardware components that include servers, desktops, printers, and other IT Hardware and related Operating systems and applications.
• Resolve all assigned infrastructure and related support issues in a timely and efficient manner, striving to meet or exceed the SLAs agreed with business.
• Follow the change management process to implement any major infrastructural changes in the live environment.
• Support the delivery of all assigned business and ICT projects and initiatives
• Carry out fault diagnosis relating to moderately complex problems, reporting the results of such diagnosis in a clear and concise manner.
• Resolve high-level issues through providing mitigating actions and driving the implementation of these actions
• Support the implementation of Disaster Recovery (DR) and related Business Continuity Management activities.
• Review and support all flagged security breaches and vulnerabilities and ensure that all computers are protected with up-to-date antivirus definitions and other security controls
• Monitor ICT equipment across the estate for optimal performance
• Produce robust documentation & presentation material for stakeholder consumption operating at varying levels.
• Document all IT assets in line with BRAC’s standards, and track an asset register that matches the physical assets in the business
• Support the preventive maintenance of all critical devices e.g. servers, UPS, etc. ensuring service is done per schedule and SLA
• Install, upgrade, configure and troubleshoot desktop operating applications like Microsoft Office and other specialist applications as required by dependent services
• Install, upgrade, configure, backup and troubleshoot Email, print, antivirus and other servers, and desktop resources e.g. phones, printers, scanners, and other systems required by dependent services
• Supervise IT vendors and ensure that all SLAs are adhered to.
REQUIRED QUALIFICATIONS AND SKILLS
• Bachelors in ICT, Computer Science, or an ICT related field.
• A minimum of 2 years’ IT experience in a banking environment.
• ITIL V3 Foundation, CCNA and A+
KNOWLEDGE, EXPERIENCE & COMPETENCIES
• Knowledge of VMware virtualisation, server administration, enterprise storage (SAN/NAS), storage provisioning, backup, replication, and disaster recovery.
• Knowledge of IT Asset Management
• Good knowledge of Operating systems and hardware setup
• A good understanding of technical systems and their setup
• Analytical skills
• MS Office skills
Interested candidates should email their application letter, Curriculum Vitae, and copies of relevant academic documents, IN PDF FILE mentioning the job title as the subject matter to [email protected] NOT later than Thursday 5th November 2026 All applications should be addressed to the Head Human Resource BRAC Uganda Bank Ltd.
BRAC Uganda Bank Ltd is an equal opportunities employer
BRAC Uganda Bank Ltd is committed to safeguarding children, young people and adults, and expects all employees and volunteers to share the same commitment. We believe every stakeholder and every member of the communities we work with has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation – regardless of age, race, religion, gender, status as an individual with a disability or ethnic origin. Therefore, our recruitment policy and procedure include extensive background checks and disclosure of criminal records to fully ensure safeguarding.
BRAC Uganda Bank Ltd is an equal opportunities employer.