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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 IssuesNew 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 systemsImplement ABC Systems change management processes.To play an active role in the development and improvement of service deliveryTo 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 SimulationsClosure of identified ABC system audit findingsUser 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 ItemsImplement 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 advantageKnowledge and understanding of Core Banking systems e.g. T24 is an added advantageUnderstanding and Setup of at least one Financial data exchange message formats e.g. ISO8583, MT, FIX is a mustKnowledge of core transaction switches e.g. BREFT, Postilion, IST is a requirementThorough 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 channelsExperience 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 advantageKnowledge of system development tools e.g. .Net, Java is an added advantageProject Management certifications such as Prince2, PMP is an added advantageWeb server Management skills e.g. IIS, Jboss is an added advantageUnderstands application programming, database and system designReporting 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

InnovativeTeam Player Tech SavvyA person of high integrity.Flexible to work during odd hoursSelf-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

ResponsibilitiesUser 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

CollaboratesCommunicates EffectivelyDecision QualityEnsures AccountabilityManages ComplexityOptimizes Work ProcessesPlans and AlignsTech Savvy

Education

Bachelors Degree (B): Information Technology And Computer Science: Information Technology Management

Closing Date

25 March 2025 , 23:59

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