Job Description
Reporting to the Manager Digital and Business Systems, the job holder will be responsible for managing technical support of all Alternative Business Channels (Interfaces).
KEY MEASURABLE GOALS
- Alternative Business Systems uptime of at least 98%
- High TAT on closure of IT related Alternative Business Systems Issues
- New Innovations for Digital banking.
- Cost Effective delivery of Alternative Business Channels system capabilities.
- Issue resolution rates
Key Responsibilities
- Provide customers, partners and end users with technical support by resolving all ABC related issues, if necessary, will travel to other towns for on-site support.
- Manage customer complaints and /or new requirement processes regarding ABC systems.
- Prepare service and technical analysis reports for ABC systems.
- Be the technical lead in the implementation of ABC projects / initiatives.
- Conduct ABC technical training when necessary.
- Vendor SLA management including quality of Service reviews.
- Enforce compliance to regulatory guidelines and payment standards set by Card Associations (i.e. Visa, MasterCard, SWIFT and the regulator) and other partners such as Interswitch.
- Provide technical support to empower customer facing teams to undertake effective training on all ABC Systems.
- Perform prompt Channel system upgrades and application of system patches from time to time.
- Develop, maintain and enforce procedures for controlling and keeping track of system updates and alterations for all ABC systems.
- Asset Management for Alternative Business Channels systems.
- 24X7X365 Uptime of Channels systems
- Implement ABC Systems change management processes.
- To play an active role in the development and improvement of service delivery
- To comply with, and actively support implementation of IT policies and procedures, and in particular those relating to the delivery of IT services, information security and risk management.
- To actively engage in personal development within the role, and to pursue appropriate qualifications/training as agreed.
- To provide reasonable availability for any out-of-hours activities as required from time to time.
- Participate in at least two DR Simulations
- Closure of identified ABC system audit findings
- User access management and Quarterly / ad-hoc user Access reviews exercises
Bankwide Aml Kyc & Cft Responsibilities
- Communicating and reinforcing the AML-CTF compliance culture established by the board.
- Implementing and enforcing the board-approved AML, KYC & CFT policy within the Department, Unit or Branch
IT RISK AND SECURITY
- Address / mitigate all ABC Audit Items
- Implement recommendations from IT security partners to avert unforeseen system outages.
- Implementing and enforcing the board-approved IT policies within the Unit
Education
- A University degree in a relevant field in Information Technology or Computer Science or equivalent qualification with over five (5) years’ experience
Desirable
- Masters degree in ICT or related specialized qualification
Knowledge And Skills
- Must have thorough understanding of leading Database management systems e.g. Oracle, MSSQL, MySQL with certification as an added advantage
- Knowledge and understanding of Core Banking systems e.g. T24 is an added advantage
- Understanding and Setup of at least one Financial data exchange message formats e.g. ISO8583, MT, FIX is a must
- Knowledge of core transaction switches e.g. BREFT, Postilion, IST is a requirement
- Thorough knowledge of core operating systems e.g. Unix, Linux and Windows of at least three (3) years working experience with Card systems, ATMs, Mobile Banking, Agency Banking, internet banking and interfaces to other banking channels
- Experience in Alternative business channels operations and handling of related risks – frauds and forgeries – will be an added advantage.
- Demonstrate high integrity.
- Good data analytical skills, both financial and non-financial Solution.
- Training in systems security e.g. CEh will be an added advantage
- Knowledge of system development tools e.g. .Net, Java is an added advantage
- Project Management certifications such as Prince2, PMP is an added advantage
- Web server Management skills e.g. IIS, Jboss is an added advantage
- Understands application programming, database and system design
- Reporting performance against expectations and addressing identified gaps with relevant stakeholders
Desirable
- Unix Shell Scripting
- Batch process automation
- Key Database certifications such as OCA, OCP, MCDBA
- Key Operating System certifications such as Unix, Linux and Windows
Experience
- At least 5 years’ work experience 3 years of which should have been in Alternative Business Channels unit with key focus on Mobile Banking, Agency Banking, Money Walley Systems e.g. Mpesa, Airtel Money, Digital loans, and online credit scoring Solutions.
Personal Attributes
- Innovative
- Team Player
- Tech Savvy
- A person of high integrity.
- Flexible to work during odd hours
- Self-starter with ability to go an extra mile.
- Strong verbal and written communication skills
Physical demands
None.
Provides more advanced technical support either remotely or physically to help end-user resolve issues with computer hardware and software by responding to inquiries and requests. Troubleshoots, diagnoses, and addresses problems as well as identifies and implements appropriate IT solutions to enable proper functioning
Responsibilities
User Support
Provide advice and assistance to users to resolve basic queries and ensure the applications/website capabilities are well understood by the business. May manage a help-desk team.
Data Management
Use data management systems to access specific information as and when required.
Client & Customer Management (Internal)
Help manage internal clients by carrying out standard activities and providing support to others.
Administration
Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems.
Faults Diagnosis and Correction
Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.
Documentation and Backup
Draft and maintain basic technical and/or user documentation to a high standard, and create backup files to ensure instant recovery if problems occur.
Knowledge Management System
Use the knowledge management system to access specific information.
Operational Compliance
Develop knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Work Scheduling and Allocation
Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Skills
Business Systems, Change Management, Computer Hardware, Computer Literacy, Database Administration, Database Management Systems (DBMS), Database Queries, Data Controls, Document Management, Executing Plans, Expertise Management System, Information Security, Information Technology (IT), Information Technology Security, Knowledge Management, Metadata Management, Object-Oriented Database Management System (OODBMS), Office Systems, Operating Systems (OS), Oral Communications, Policies & Procedures, Project Management, Test Case Management
Competencies
Collaborates
Communicates Effectively
Decision Quality
Ensures Accountability
Manages Complexity
Optimizes Work Processes
Plans and Aligns
Tech Savvy
Education
Bachelors Degree (B): Information Technology And Computer Science: Information Technology Management
Closing Date
25 March 2025 , 23:59
