Specialist, Digital & Self Serv Channels at Standard Bank Group

Job Purpose 

To provide first level user support across all IT Applications at both Branch and Head Office levels. In addition the Applications Support Specialists will monitor performance of IT Applications and escalate high impact issues to the Manager Digital Payments & Self Service Channels. 

Key Responsibilities

Provide first level support to all users at branch and Head Office

• Provide first level support to all users at Head Office and branches
• Log/report/escalate all application faults/incidents
• Review fault/incident logs to ascertain and address all system related issues
• Ensure all faults/incidents are resolved within agreed SLAS and escalate all high priority incidents to the Team Leader Electronic Banking Channels Support.
• Provide after-hours support in line with Service Level Agreements to ensure customer satisfaction.

Installation, support and maintenance of Application systems

• Installation, support and maintenance of application systems.
• Conduct periodic checks on the installed application systems and produce reports as directed by line manager.
• Perform housekeeping/maintenance activities on Applications as directed
• Participate in project implementation as assigned as directed by the Team Leader Electronic Banking Channels Support.

Monitor Application all Applications to ensure high availability of service

• Conduct periodic checks to ensure high availability of all application systems
• Identify shortcomings on the bank's application systems and provide solutions to improve or rectify them according to business requirements
• Participate in all Disaster Recovery Testing and Simulation activities

Adherence to the bank's Information Security standards and risk management

• Carry out risk assessment on installed application systems and ensure that noted gaps raised and addressed timely
• Maintain adequate Information Security controls according to the Group standards. This includes
• (but not limited to):
• Password configurations/administration (refer to LAM policy) Privileged User and activities Reviews o Patching o Logical Access Controls (communication mechanisms)
• Implementation and adoption (within Branch, Department or Section) of all Compliance, Anti Money Launderin and Sanctions related requirements

Qualifications

Minimum Qualifications

• Type of Qualification: First Degree
• Field of Study: Information Technology, Computer Science, Electrical Engineering

Other qualification 

• Technology Certification i.e. ITIL, Cloud, Linux, Database would be an added advantage

Experience Required
Delivery Enablement

• Technology
• 2-3 years 
• Systems Development
• Digital Channels Support i.e. Card Switch, ATMs, Mobile and Online Banking
• Database Administration e.g. Oracle, MS SQL, MySQL
• Systems Analysis

Experience working in the Banking industry would be an added advantage.

Additional Information

Behavioral Competencies:

• Adopting Practical Approaches
• Articulating Information
• Checking Details
• Developing Expertise
• Documenting Facts
• Establishing Rapport
• Interpreting Data
• Managing Tasks
• Meeting Timescales
• Producing Output
• Taking Action
• Upholding Standards

Technical Competencies:

• Application Knowledge for Support
• Application Support
• Data Analysis and Inference
• Documenting
• Risk Management
• Service Level Management
• Stakeholder Management (IT)
• Trouble Shooting