Specialist, IT Platform POS Support at NCBA Group

Job Purpose Statement

The IT Platform POS Support Operations Specialist is responsible for providing first-level support for Cards & POS service requests and incidents, following the IT service support model. This role ensures the completion of Daily COB (Close of Business) activities across Card Platforms according to documented procedures. Additionally, the specialist applies incident and problem management processes to resolve incidents or provide appropriate workarounds, continuously improving support for Fintech’s internal and external customers. The role also involves delivering new initiatives and projects related to the supported systems or associated areas.

Key Accountabilities (Duties and Responsibilities)

• Provide 1st-level POS support, resolving service incidents escalated to the Platform Support Operations Team or providing appropriate workarounds for incidents escalated as problems, within agreed SLAs. 
• Define, analyse, plan, and measure all aspects of POS service availability, ensuring systems, processes, tools, and roles consistently meet agreed availability targets. 
• Escalate problems and collaborate with 2nd- and 3rd-level teams to ensure timely resolution of all system faults or bugs on core and supporting business systems. 
• Perform performance tuning and capacity management to ensure efficient use of existing resources, reviewing system performance and assessing impacts of new services. 
• Provide technical support for business and technical projects, including requirements review, solution design, development, testing, and implementation in production. 
• Enforce adherence to the release cycle, improve testing processes, and provide inputs to the Change Advisory Board to support decision-making on change approvals and deployments. 

Job Specifications

• A Bachelor’s degree in Computer Science, Information Technology or related field, a Master’s degree in Technology or Business related course is an added advantage
• Minimum 4 years’ experience with at least 3 years practical proven experience in installation, setup, support and troubleshooting of any CMS Application/POS/Card Channel Support within a large highly digitized organization.
• Certification and experience implementing best practice frameworks e.g. COBIT, ITIL (preferred) 
• Project Management Certification: PMP or PRINCE2 (preferred)
• One or more IT certifications in areas such as Microsoft Azure, AWS, Microsoft systems, UNIX or Oracle will be an added advantage.
• Knowledge & experience working with tools such as Jenkins, ELK Stack, PostMan, SOAPUI, Git, Grafana, Zabbix etc. will be an added advantage.
• Hands on and practical knowledge in use of databases e.g. Oracle, MySQL, PostgresSQL 
• Working experience with Core Banking Systems such as T24, Flexcube, Finacle etc. is desirable.
• Experience in Management of External Partners and Third-party support providers.
• Working knowledge of Card Industry Security Standards – PCI-DSS 

Technical Competencies

• Technical skills to effectively perform Card system, business systems and POS product support activities/tasks in a manner that consistently produce high quality of service. 
• Technical understanding of Card Industry Standards and Operations including security standards e.g PCI/DSS 
• The ability to analyze and understand complex technical systems built from many separate software and hardware components. 
• Strong knowledge of financial applications & banking concepts. 
• Skilled in conceptualizing creative solutions, documenting them, and presenting/selling them to senior management.  
• A track record of on-time, on-budget and to-specification delivery with the ability to manage end-to-end delivery of solutions. 
• The ability to work effectively with 3rd party and internal service providers who manage the applications, systems & infrastructure in Production on behalf of Loop DFS. 
• Excellent documentation skills with experience of creating support documentation for users and the Operations Team. 
• An understanding of the management of different software version control repositories and development frameworks. 
• Hands on cloud technologies skills