Business Systems Support Manager at Co-operative Bank of Kenya

The role

The successful jobholder will be expected to oversee;

• System Management and Maintenance:
• User issues resolution, Support and Training
• Compliance and Security
• IT Automation
• Integration Efforts
• Systems, Process and business solution Improvements
• DevOps implementation
• Data Management and Reporting

These will include detailed / tactical activities among them

• Oversee resolution of system-related issues across the Head Office and branches.
• Address user queries and system failures, coordinating solutions.
• Perform daily system checks to ensure optimal performance.
• Liaise with software vendors for issue resolution and maintain a system issues log.
• Assist in fraud investigations and collaborate with ICT units to ensure system uptime.
• Ensure business continuity and escalate issues to relevant parties as needed.
• Prepare and approve Project Initiation Documents and secure resources.
• Ensure systems meet user requirements and manage test systems for UAT.
• Develop system configuration documentation and automate business requirements.
• Support user training, perform application tuning, and maintain backup procedures.
• Conduct BCP Drills, ensure database security, and advise top management on IT matters.
• Perform post-implementation audits and manage vendor contracts and SLAs.
• Implement tariff changes and maintain system configuration.
• Plan and estimate implementation costs and ensure data security.
• Manage application licensing, patch/version control, and regulatory compliance.
• Document policies and secure administrative passwords.
• Maintain software security and implement audit recommendations.
• Lead and support team members, mentor staff, and manage vendor relationships.
• Perform other duties as assigned by management.

Qualifications, Skills & Attributes

The successful jobholder will be required to possess the following qualifications:

• A Bachelor of Science Degree in Computer Science or related studies.
• A minimum of five years of experience in ICT systems support.
• Hands-on experience with Core Banking and other bank systems is an advantage.
• A good understanding of bank products, services, policies, and IT trends.
• Familiarity with the bank’s operating procedures and Information Security Policy.
• Excellent leadership, communication, analytical, and problem-solving skills.
• Innovation and quick decision-making under pressure.