Support Operations Analyst at NCBA Group

The IT Support Operations Officer role is responsible for the provision of ICT support to the Core Banking Systems and other Business systems by providing technical assistance, analysis, and solutions to issues reported or escalated from the service desk and the Daily COB (Close of Business) activities are performed across all Core Banking platforms as per the documented procedures.
The role applies incident and problem management processes to provide resolution to
incidents or appropriate workarounds for problems while seeking to proactively and
continuously improve support to the bank’s internal and external customers.

Key Accountabilities (Duties and Responsibilities)

Daily COB Services

1. To execute all Daily COB (Close of Business) activities performed across the Core Banking Systems as per the documented procedures.

Incidents Management

1. To provide 2nd Level Support and ensure the resolution of service incidents escalated to the Support Operations
2. Team, and/or provision of appropriate workarounds for incidents escalated as problems within the agreed SLA.

Problem Management

1. To escalate problems and continuously engage with the 3rd
2. level and/or 3rd party support vendors to ensure timely
3. resolution of all escalated system faults/bugs on the Core
4. Banking and other Business Systems.

System Administration

1. Perform day-to-day administration duties across the Core
2. Banking and Business systems platforms so as to ensure
3. system stability and consistent levels of service delivery.
4. System Reporting 5% Analysis, design and generation of various reports in an
5. accurate manner and distribute in an effective and timely manner. development initiatives that will grow the team’s

Operational

1. Make execution decisions on day-to-day support incidents.
2. Prioritize faults/incidents for resolution or escalate and liaise with vendor on delivery of solutions.
3. Determine whether to resolve an issue, escalate it to other analysts/seniors or to a vendor and whether to inform senior management of an incident.
4. Propose changes by identifying the strengths and weaknesses of alternative solutions, conclusions or approaches to problems and change activities.
5. Considering the relative costs and benefits of potential actions to choose the most
6. appropriate one. Determining the appropriate software, procedures and resolution steps required to provide specific long term solutions.
7. Work cycle and impact: time horizon and nature of impact (Planning)
8. (e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year)
9. Short-Term Planning – 2 weeks – 1 month
10. Long-Term Planning – 1 – 3 months

Ideal Job Specifications

1. A Bachelor’s degree in Computer Science, Information Technology or related field.
2. Minimum 3 years’ experience with 2 years in an IT service support, systems analyst or service management role within a large highly digitized organization managing mission critical systems.

Ideal Job Specifications

1. Minimum 3 years working experience in a busy IT environment as a systems analyst with hands on role in enterprise database management, application management and relational database design.
2. Minimum 2 years support of the current core banking system in the bank (T24) and a certification or recognized approved training in the same.
3. ITIL Foundation certificate.
4. One or more IT certifications such as in Microsoft systems, UNIX or Oracle will be an added advantage.
5. Good understanding of the financial services and how IT contributes to the success of the financial institutions.
6. Sound knowledge of Information technology and related support architectures

Technical Competencies

1. To provide 2nd Level Support and ensure the resolution of service incidents escalated to the Support Operations Team, and/or provision of appropriate workarounds for incidents escalated as problems within the agreed SLA.
2. Execute all Daily COB activities performed across the Core Banking Systems as per the documented procedures.
3. Identify, propose and evaluate improvements on the daily
4. COB activities, systems, functionality and other processes with a view of identifying areas that can be optimized or automated.
5. Review updates, test and implement changes and/or enhancements in compliance with the Change Management Policy.
6. Execute System integration testing and subsequent
7. implementation of system upgrades, hotfixes, patch releases.
8. Participate in the design and testing programmes to ensure efficacy of business continuity and disaster recovery plans in support of IT and business strategies.
9. Ensure that root cause analysis is carried out and documented in a knowledgebase that is shared across the first level team for all incidents.
10. Ensure that all known service problems have problem management processes in place i.e. business acceptable workarounds are in place in the interim and that permanent resolutions are delivered within defined and agreed SLA’s.
11. Ensure continual service improvement by carrying out research in new technologies, industry best practices & innovations and providing recommendations to Manager, IT
12. Support Operations in the provision of IT support.
13. Plan and put into action long-term solutions for resolving recurring difficulties with minimum user disruption – Document and educate users to resolve simple recurring problems themselves.
14. Identify performance degradation trends and problem areas and actively participate in resolution.
15. Participate in the implementation of IT related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.

Behavioural Competencies

1. Technical skills to effectively perform ICT support activities/tasks in a manner that consistently produces high quality of service.
2. Demonstrable track record in the complete systems analysis cycle and relational database design skills.
3. Interpersonal skills to effectively communicate with and manage expectations of internal customers and other stakeholders who impact performance.
4. Attention to detail, ability to multi-task, good time management skill, prudent prioritization and effective structuring of work
5. assignments.
6. Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
7. Team player and able to work with minimum supervision.
8. Innovative and enterprising in order to identify and accept change opportunities and effectively forecast impact of change and advice/implement interventions to mitigate risk.
9. Highly analytical in problem solving with the ability to apply original and innovative thinking