Payments Back-End Support Specialist at Equity Bank Kenya

Description 

• Ensure timely resolution or escalation of incidents, communicate promptly on progress, and ensure customers are handled with a professional attitude.
• Own problem management of critical customer incidents, including communications, all related problem management activities, and any appropriate escalations.
• Build effective relationships with key internal business, operations, IT, product, design, and external partner teams.
• Retrieval of system and application logs and interpretation.
• Creating and running SQL queries to provide requested data or solution.
• Be familiar with the enterprise system architecture such as databases, managed servers, mobile applications.
• Stakeholder Management: strategy, tactical execution, communications, etc. Work collaboratively with, Product owners and other key stakeholders in the organization.
• Relaying application functionality feedback from colleagues and clients engaged [SN1] [FS2] to IT developers.
• Providing customers with step-by-step guidance to resolve technical problems.
• Work closely with Technical Product Managers across all products and channels capabilities to prioritize initiatives[SN3] [FS4] , share insights on customer demands, identify opportunities for teamwork.
• Serve as a subject matter expert to the technical and developer community[SN5] [FS6] .
• For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could have solved this incident and provide key details for such improvements to appropriate Service Desk Analysts.
• Assess and address all delivery risks.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets
• Responsible for driving own Performance Development, collating relevant documentation, preparing for, and arranging reviews.
• Participate in Change Control meetings to assess changes [SN7] [FS8] from an availability perspective.
• Identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate
• Understand and apply existing best practice frameworks to assist in the implementation of identified subject matter processes and standards.
• Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.

Qualifications

• Bachelor's Degree in IT
• ITIL V3+ certification is preferred.
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support center environment or equivalent work experience.
• Must have hands on practical experience utilizing ITSM tools like Service NOW, Zendesk, Solarwinds in a tech support function.
• Supervisory experience preferred.
• Must have extensive experience in service KPIs and metrics.
• Strong negotiation and influencing skills.
• Experience in application system administration skills and certifications in various environments (e.g. linux, Window PowerShell) and applications (e.g. Oracle,  WebLogic, WebSphere, Java , ANSI SQL, .Net, JS etc.)
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Excellent written and verbal communication skills.
• Solid experience in problem analysis and resolution of software problems, proven ability to function in a self –directed environment.
• Outstanding client relationship management skills