Digital & E-Channels Support Officer at Co-operative Bank of Kenya

The Role

The successful jobholder will be expected to:

• Ensure that all the Digital and E-Channels Systems are properly managed and deliver business results and delightful customer experience.
• Diagnose and resolve system related issues or failures collaboratively working with requisite parties including system Vendors & development teams.
• Participate in and carry out system implementation, rollouts and upgrades and ensure maintenance of the required system configuration, parameterization and change control procedures.
• Ensure that business systems are protected and secure and that policies, procedures and guidelines for information processing and outputs are well documented, details available and well understood.
• Ensure optimal uptime, approval rates, and overall efficiency of digital Channels & systems through proactive monitoring, transactions analysis to track failures, root cause analysis & providing technical solutions.
• Ensure strict adherence to all regulations, statutes, standards, practices and all internal processes and procedures as per the relevant manuals and comply with all relevant external legislation and regulations with regard to Compliance requirements.
• Contribute to the department’s achievement of a “Satisfactory” rating in both internal and external audit by performing your role to the required standards, adhering to all internal processes and procedures as per relevant manuals, policies and regulations of the bank.
• Ensure that control and risk management requirements within your remit are addressed and where necessary escalated through the available defined channels.

Qualifications, Skills & Attributes

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

• A Bachelor’s degree in an ICT related field from a recognized university with at least 2 years’ experience in a competitive Digital Channels and Payments environment.
• Working experience on Linux and Unix based environment with proficiency in Linux scripting and associated tools.
• Competence in SQL database scripting using relational databases such as Oracle, PostgreSQL, MSSQL, and MySQL.
• Competence in WebLogic, Boss and Apache based technologies such as Tomcat, Apache HTTP Server, Maven and Kafka.
• Working experience with Kubernetes and/or OpenShift technologies.
• Competence in API based technologies such as REST and SOAP APIs including API testing tools (Postman, SoapUI, curl), reading WSDL/Swagger/OpenAPI specs, and troubleshooting API failures via HTTP status codes, payload inspection, and trace logs.
• Knowledge and experience on Integration of Web Services to Enterprise Service Bus (ESBs) and associated tools.
• Knowledge in No-SQL scripting, ITIL foundation, Dev Ops, and CI/CD technologies will be an added advantage.
• Knowledge of Mobile Banking platforms, languages and platforms will also be an added advantage.
• Knowledge in Service Desk related technologies such as Jira, Manage Engine, ServiceNow, among others.
• Working experience with Message Queuing Systems including IBM MQ, JMS, ActiveMQ and Rabbit.
• Working experience with monitoring and observability tools such as Zabbix, Grafana, Prometheus, ELK/Splunk for systems health monitoring, log analysis, dashboarding, and alert management.