Channels Support Analyst-75k at Sheer Logic

Responsibilities

• Manage incidents and changes in line with ITIL principles, ensuring minimal downtime and effective communication with stakeholders.
• Monitor performance and availability of ATMs/CDMs and digital channels, generating insights to optimize operations.
• Collaborate with vendors, branches, and internal teams to resolve technical and operational issues.
• Identify opportunities for process improvement and automation to enhance service delivery.
• Support risk and compliance reviews, ensuring controls and configurations meet regulatory standards.
• Drive personal development and performance through continuous learning and regular reviews.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field (Master’s degree is an advantage).
• ITIL V4 Foundation certification; ITIL Practitioner is an added advantage.
• 5+ years’ experience in channels, ATMs, or payment systems support within banking or financial services.
• Strong technical knowledge of ATM/CDM systems, hardware, software, and network infrastructure.
• Excellent troubleshooting, problem-solving, and customer service skills.
• Familiarity with regulatory requirements and security standards in digital banking operations.
• Solid analytical and problem-solving skills with innovative thinking.
• Strong communication and interpersonal skills to engage with diverse stakeholders.
• Ability to adapt to change and work under demanding situations with resilience.
• Strategic thinking and subject matter expertise in IT service monitoring and incident management.