Digital Channels Support Analyst at NCBA Group

Job Purpose Statement

This is an ICT specialist role whose purpose is to provide effective and efficient support and system administration to the bank’s digital channel systems and integration components. This includes but is not limited to Mobile Banking, Internet Banking, Mobile Money Payment systems, Bill Payment
Systems etc.

Key Accountabilities (Duties and Responsibilities)

Application Development 30%

• Provide Second and third Level technical & application Support for Mobile, MPESA and Internet Banking products family of systems and supporting environments
• Facilitate Digital Channels application performance tuning, application upgrades, documentation of procedures and overall system optimization to ensure excellent user experience and customer service

Incident / Problem Management 40%

• Resolve any incidents causing interruption of service in the quickest and most effective way possible according to defined SLA's.
• Ensure availability of 24 hour on-call support on the Digital Channels system and provide remedial actions so as to observe service level agreements with business

Change Management 10%

• Execute System integration testing and subsequent implementation of system upgrades, hotfixes, patch releases and CR deployments
• Participate in running Digital Channels projects as the Technical Resource

IT Governance and Security 10%

• Key systems configurations to ensure generation and maintenance of audit trails for any changes occurring in sensitive databases are captured and secured 

Business Continuity Management 10%

• Flag areas having inadequate DR, work with IT Infrastructure and
• Manager Core Systems towards mitigating actions where 

Ideal Job Specifications

• Degree in Computer Science or relevant IT degree from a University with a reputable curriculum.
• Training and applied knowledge in Digital Channels Support, Unix and Oracle

Ideal Job Specifications

• Three year’s practical proven experience in installing, setup, support and troubleshooting of 3 tiered application architecture, including web technology support e.g. Jboss, WebLogic and IIS.
• Proven experience in supporting banking channels (mobile, internet, ATMs etc)
• Proven experience in systems analysis, design, implementation and support.
• Proven experience in SQL Scripting
• Proven knowledge of banking operations, operations in business units and business impact analysis.
• Thorough knowledge of the Bank’s core banking system.
• Proven knowledge of banking operations, operations in business units and business impact analysis
• A good understanding of Operating systems; particularly Linux, UNIX and Microsoft Operating systems.
• Technical Competencies
• Technical understanding of Internet Banking Web application frameworks and Operations including SSL and architectural security standards.
• Technical skills to effectively work with MNOs and Aggregation partners to perform USSD / B2C / C2B / Bill Aggregation product support activities/tasks in a manner that consistently produce high quality of service.
• Technical skills to effectively perform or guide performance of Application architectural design ensuring that all solutions developed and deployed are in line with the Enterprise Architecture standards
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Ensure that all the managed application platforms in use by the Bank keep pace with technological innovations and developments as a way of protecting investment in technology.
• Define, analyze, plan, measure and improve all aspects of the availability of Payment Systems; ensuring that the systems, are meeting the agreed availability targets.

Behavioural Competencies

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Self-empowerment to enable development of open communication, teamwork and trust that is needed to support true performance and customer-service oriented culture.
• Team player and able to work with minimum supervision
• Ability to adapt to changes in systems and procedures
• Planning and organizing to effectively structure work assignments for timely delivery on system analysis assignments.
• Quality Orientation to effectively perform assigned activities/tasks in a manner that consistently achieves high quality standards or benchmarks.