Digital Support Manager at KCB Bank Kenya

The Position:

Reporting to the Senior Manager, Digital Channels, the job holder will support and coordinate the Banks electronic channels initiatives; (internet, mobile, branch, ATM, Cards and agency) and related infrastructure as business delivery channels for both bank corporate and retail customers to ensure seamless service.

Key Responsibilities:

• Troubleshoot and provide technical support for electronic channels.
• Provide technical support in projects involving Card Systems, POS Terminals mobile banking and Agency Banking solutions and specialized electronic banking systems
• Recreate client issues in test environment, Identify/document how applications and systems interact to support business processes
• Handle complex calls/solutions that require analysis and research.
• Work on multiple projects as the subject matter expert. Work on projects/issues of medium to high complexity that require demonstrated knowledge across multiple Products.
• Enhance and develop new channels.
• Provide in-depth product support by resolving incoming inquiries escalated by Tier1 support and escalates to vendors as necessary.
• Ensure compliance of SLAs with system vendors
• Develop, Test and implement business continuity plans for electronic channels.
• Plan the implementation of any products or services on the internet banking/ acquiring and mobile solutions platforms
• Avail tools to generate daily reports on prior day performance to send out to different business units
• Monitor the performance of the Card Switch, ATMs and POS Terminals to ensure smooth running of these systems.
• Execute project plans.

The Person:

For the above position, the successful applicant should meet the following criteria:

• Should possess a Bachelor’s degree in IT related field from a reputable and CUE recognized University.
• Professional IT qualifications in one or more of the following: ITIL, Linux, Prince2, programming, DB Administration
• A minimum of 3 years’ experience in support of Mobile, Internet and agency banking technologies.
• Knowledge of IT Banking Systems Implementation & Capabilities.
• Knowledge of Database management systems , solutions and administration
• Knowledge of networking technologies and solutions will be an added advantage