Manager, IT Retail Support at NCBA Group

Job Purpose Statement

• The IT Retail Channels Specialist plays a key role in ensuring the efficient operation and support of the bank’s retail channel systems and their integrations. These channels include Mobile Banking, Internet Banking, Mobile Money Payment systems, Bill Payment Systems, and others. The specialist is responsible for troubleshooting, optimizing performance, and ensuring smooth user experiences across these platforms.

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 applicable to enable business operations if BAU fails (specific to Digital Channel Systems). Test and Document Disaster Recovery Procedures

Job Specifications

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,
• Docker containerized environments, orchestrations and distributed queues (e.g. kafka/ RabbitMQ)
• 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.