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Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. "Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the prima...
Job Purpose
To provide technical leadership in the management and support of the Bank’s Manager, Digital and Self Service Channels and associated back end systems with the view to maintain a high availability and excellent end user experience. The jobholder will also play a leading role in project support for initiatives around the payments and peripheral systems and other bank initiatives that have an impact on the systems. He/She will be expected to mentor/coach staff within their team and the larger applications team on matters technical.
Key Responsibilities/Accountabilities
Provide second and third level support to all users at branch and head office
Provide second and third level support to all users at branch and Head Office on Digital and Self-Service Channel issues.
Review fault/incident logs to ascertain root causes and ensure faults/incidents are closed in line with the incident management process
Provide afterhours support in line with service level agreements to ensure customer satisfaction.
Monitor Team performance with regards to resolution of Incidents/Faults
Monitor team performance with regards to resolution of incidents/faults and take corrective measures when calls/incidents are at risk of breaching SLA
Compile periodic performance reports on Digital and Self-Service Channels and share with the IT Management and Business Owners.
Identify shortcomings on the Bank’s application systems and provide solutions to improve or rectify them according to business requirements.
Review projects/initiatives around Digital and Self-Service Channels
Participate in project implementation around Digital and Self-Service Channels.
Ensure availability of disaster recovery site operations and testing at least twice a year for Digital and Self-Service Channels and related applications.
Review projects/initiatives around Digital and Self Service Channels and ensure they are in line with Bank’s strategy.
Preferred Qualification and Experience
Knowledge/Technical Skills/Expertise
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