Reporting Line- Senior Manager; ICT

Job Summary.

Responsible for the provision of technical support of CBS, payment systems and all business application systems to optimize operational efficiency. This position is to address systems issues to sustain application functionality and identify process improvement opportunities across the Bank systems.

This role works closely with the business departments and key vendors to resolve any technical deficiencies, assist with integration needs, implement, and test new functionalities and generally, ensure that Bank systems deliver a quality banking experience as well as contribute to the strategic direction of the Bank.

Effectively manage self-service/channels systems administration, monitoring, integrations, and support: implementation of new and enhancements and 1&2 level support of all channels systems and all Self-service customer-facing systems.

Key responsibilities:

Providing IT support for all systems under ICT.
Training end-users on application functionalities and responding to queries raised in a timely manner.
Implement and/or upgrade applications and provide 1&2 level support for Production, Disaster Recovery site and Tests environments.
Provide technical support and monitoring of the digital channel systems which include on-call support.
Provide end-user support; investigate, troubleshoot, document, and resolve hardware and software issues
Research and recommend innovative ideas, and where possible automation for system administration tasks.
Execute System integration testing and implementation of system upgrades, hotfixes, and patch releases.
Participate in migration of systems to new ESB and integration testing during migration of digital channel systems.
Facilitate automation of new and existing back-office applications.
Work with Change/Release Management process stakeholders for successful change execution
Resolving logged tickets in a timely manner.
Monitoring hardware, software, and system performance metrics.
Ensure that backups of all administered applications are being performed as per the schedule.
Working with vendors in the process of troubleshooting escalated incidents including being available 24/7 when needed.
Providing assurance of Business Continuity through performing Disaster Recovery Tests.
Define, document, and maintain best practices, and support procedures (configuration, operational etc.)
Ensuring system security by addressing vulnerability issues for systems under ICT.
Coordinate with all relevant departments with regards to training and testing on new and existing and upgraded payment applications
Validating software fixes received from a vendor before deployment in the Production environment.
Carry out another assignment as may be assigned by the Line Manager and executive management.

Experience, Knowledge, and Skills Requirements

Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering or any other equivalent and relevant qualification from an accredited institution.
Minimum of 3 years of general ICT Systems support experience in the banking environment.
Professional ICT certifications such as ITILv4 is an added advantage.
Oracle and SQL Server Database knowledge.
Knowledge of Operating systems like Linux, Unix and Windows Servers.
Knowledge of system vulnerabilities and security issues.
Ability to handle numerous concurrent tasks under time constraints, and effectively prioritize and execute tasks in a highly dynamic environment.
Technical interaction with vendors, contractors, and other stakeholders.
Demonstrate excellent problem-solving skills and strong conceptual and analytical skills along with the ability to work as an effective team member.