Key Responsibilities:
- Provide day-to-day operational and technical support for the digital channels and the related sub-systems and ensure system uptime as per the banks service level agreements.
- Perform and implement system maintenance, making program modification as necessary to meet business requirements; review and modify programs to correct errors and improve efficiency and cost effectiveness.
- Responsible for the maintenance of the channels operations policies, procedures, guidelines and operating standards.
- Manage day to day issues with suppliers and vendors to ensure effective support and return for investment
- Responsible for designing and developing appropriate reports and management information as required by business to advance tactical and strategic initiatives.
- Develop a risk assessment framework for Channels Operations department.
- To provide technical support for projects within the scope of digital channels.
- Ensure cyclical assignments such as Disaster Recovery testing, penetration testing and software and hardware audits are completed in a timely manner.
- Ensure that service / support calls are effectively responded to and resolved within the framework of the Service level agreements and develop knowledge and awareness of the relevant applications.
- Document general and/or technical specifications for system development requests ensuring to adhere to minimum technical standards as defined by the IT Management team.
- Carry out other duties as may be assigned by the supervisor
Skills & Experience:
- Bachelor’s degree in ICT, Computer Science, Information Systems or a related field.
- ITIL Certifications
- Five (5) years’ experience in IT field, 3 of which should be in channels administration.
- Linux Administration certification is an added advantage
- Prince II or PMI certification will be an added advantage
- Professionalism –maintains a professional approach based on ethics and NBK values
- Integrity and honesty and ethics- ensures ethical practices and integrity and ensures NBK is not put at reputational risk
- Building consensus and influencing-ability to influence various players across all NBK departments
- Customer orientation-is customer focused striking a solid balance between external and internal customer orientation
- Knowledge on ITIL Governance Standards and Enterprise Architecture
- Knowledge on Network management, Disaster recovery planning, Business Continuity planning and IT Security and Security appliances
- Experience with Oracle databases, systems Administration, service desk analysis and server management
- Knowledge on file processing and file formats
