Principle Accountabilities
- Oversee resolution of systems
related problems specific to Digital Channels. This will involve handling
queries from users and resolve or advise them accordingly as well as
attending to systems failures to resolve or coordinate the resolution of
the problem, liaising with software vendors to resolve systems issues or
escalating where necessary.
- Support Host to Host (H2H), 3rd
Party systems/channels and Core Banking Integrations using different
consumer protocols through Enterprise Service Bus (ESB).
- Provide management oversight for
the Banks Digital Channels to ensure projects, incidents, problems,
service requests and escalations be dealt with according
to defined set of policies, processes, procedures and SLA’s.
- Perform review of all Channel
releases regularly to ensure optimal efficiency, reliability and stability
as per agreed levels of service delivery.
- Ensuring optimal performance and
uptime of Digital Channels integration points in order to meet industry
standards of acceptable TPS (Transactions Per Second) through the
implementation of load testing procedures for API’s using relevant tools
like soapUI, POSTMAN, JMETER among others and cascading the same to
support and development teams.
- Participate in
implementation/upgrade (projects) of Digital Channels by ensuring that
requisite resources are provided to the assigned Project Manager in
collaboration with internal/external teams.
- Ensure real-time monitoring of
Digital Channels performance by monitoring their KPI’s through an
automated monitoring and event notification system.
- Provide Digital Channels test
systems for User Acceptance Testing (UAT), UAT systems uptime and ensuring
that functions/features are tested before being put on the live system.
- Implement automated testing and
deployment tools for realization of full DevSecOps environment.
- Maintain Channels documentation
on system configuration or setup, details available and well understood,
and provide resources/assist in user training.
- Evaluate and ensure effectiveness
of the Digital Channels (systems, people, policy, controls and procedures)
with regard to user profile administration, protection against exposure to
and impact of risks associated with unauthorized access.
- Perform Application tuning and
performance monitoring, identifying performance degradation trends,
problem areas and actively participate in resolution.
- Ensure speedy closure of the
issues and problems assigned to the team with pro-active prioritization
and feedback.
- Plan and put into action
long-range solutions for resolving recurring difficulties with minimum
user disruption – educate users to resolve simple recurring problems
themselves.
- Avail all scheduled reports and
generate ad-hoc reports as requested by the Business Users.
- Ensure BCP for all Digital
Channels under custody by running periodic tests for compliance.
- Ensure periodic review of staff
performance to encourage them meet the expectations stipulated and push
them to perform even higher.
- Participate in the implementation
of IT related policies and undertake other tasks as may be assigned from
time to time by the seniors in the bank’s IT function.
- Participate in Digital
back-office processes automation, integration, and systems uptime,
leveraging on open-source tools and Improvements among other tasks.
Key Competencies and Skills
- Hands on experience in Core
Banking Applications and Channels integrations.
- In-depth technical knowledge on
Information Technology and current trends.
- Excellent communication skills.
- Strong analytical and
problem-solving skills, with the ability to interpret data and make
strategic decisions.
- Project management skills.
- Problem-solving skills.
- Results oriented, excellent
interpersonal skills, analytical thinker, problem solving skills, good
communicator, self-driven and a team player.
- Should have good knowledge of the
bank’s products in order to be able to interpret user needs, possesses
general awareness of the bank’s operating procedure with detailed
knowledge of the Bank’s Information Security Policy.
- Ability to evaluate situations,
provide proper guidance and make proper decisions, able to forecast, plan,
and organize work for effective achievement of job tasks.
- General awareness of the Bank
operating procedures as well as detailed knowledge of the Bank’s
Information Security Policy.
Minimum Qualifications, Knowledge and
Experience
- Bachelor’s Degree in Computer
Science, Information Technology, or related field.
- Knowledge of UNIX and LINUX is
required.
- Governance certifications like
ITIL or COBIT would be an added advantage.
- IT certifications such as MCSE
and Oracle will be an added advantage.
- A minimum of 5 years working
experience in a busy IT environment as a digital channel support with
hands on role in Channels administration.
- At least 3 years banking
experience in Digital Channels Support and Projects.
How To Apply