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.
IT Security Officer
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.
Send your CV to: recruitment.bracugandabankltd@bracuganda.co.ug
Application deadline: Thursday, 5th November 2026.
