Channels Support Specialist - Branch Service Hub/Newgen at Equity Bank Kenya

The subject matter expert for applications running the enterprise digitization (Branch service hub/Newgen) supports the business to achieve its goals and objectives by using effective and efficient practices to achieve strategic objectives and product support to customers. Additional responsibilities will include providing the highest level of service to resolve the customer's issue and restoring the customer to fully functioning status, while strengthening the customer. 

Job Responsibilities/ Accountabilities: 

• Ensure availability of assigned applications 24/7  
• Manage open tickets resolution times on ticket SLA’s and manage vendor on issues/incidents raised with them for resolution 
• Document and describe application defects and track those defects to resolution. 
• Perform capacity and performance management for the Branch Service Hub, Newgen applications and its components 
• Support projects delivery within timelines 
• Configure, test and deploy newly released fixes into UAT, Pre-prod and subsequent migration to production environments 
• Level II support for client facing application issues raised by level 1 support analysts 
• Prepare method of procedure (MOP) documents and training manuals to be used by level 1 engineers to troubleshoot and resolve known issues in the Branch Service Hub and its components 
• Maintain system uptime on set standards and ensure proper escalation where required 
• Formulation and validation of SQL scripts for generating business reports 
• Drive efforts to proactively identify application or system issues improving availability and performance 
• In depth knowledge of code deployments and SDLC processes 
• Using organization skills maintains personal knowledge of recent environment/software updates to ensure accurate customer communication 
• Document application workflows, create the ability to identify issues at their different layers within the application architecture 
• Participates in training programs to continuously improve product knowledge and service skills 

Key Critical Competencies 

• Strong business awareness and understanding of organizational needs. 
• Advanced analytical and problem-solving abilities. 
• Excellent planning and organizational skills. 
• Goal-oriented with high personal standards. 
• Strong interpersonal skills with the ability to build effective relationships. 
• Clear and effective communication skills, both verbal and written. 
• Skilled in coaching and mentoring others. 
• Excellent and effective communications skills, both orally and in writing 
• Strong coaching skills 
• Culture sensitivity and adaptable in diverse environments 

Qualifications

Requirements: 

• Degree in Computer Science, IT, Telecommunications or related qualifications. 
• Knowledge of cloud technologies e.g. Microsoft Azure, AWS etc. 
• Ability to carry out integrations through completion of System Integration Testing and User Acceptance Testing.  
• Understanding of branch operations e.g. Account opening, payments 
• Ability to work with diverse teams and various stakeholders to accomplish tasks in heterogeneous 24x7 high-availability operations environments, with significant levels of direct customer interaction  
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