Team Lead, Card Systems Support at NCBA Group

This is an ICT specialist supervisory role whose purpose is to ensure effective and efficient support and system administration to ATMs, Cash Depositors, Teller Cash Recyclers, card management systems, card production systems / hardware and other related card support applications are implemented and supported across the entire NCBA Group PLC. The incumbent will work closely with Process and Product owners across the bank and other
officers within IT and will be responsible for ensuring that the pertinent Service Level Agreements measures are consistently attained – so as to support and contribute to the bank’s strategic objectives now and in the future.

Key Accountabilities (Duties and Responsibilities)

Application Development 30%

• Provide Second and third Level technical & application
• Support for ATM and card products family of systems and supporting environments
• Facilitate Card 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 ATM
• Network and Central system and provide remedial actions so as to observe service level agreements with business.

Change Management 5%

• Evaluate and plan for changes to managed application system and ensure established change management
• procedures and ensuring the quality and continuity of the service at all times
• Work closely with system vendors, TSYS, Tieto, VISA , MasterCard, EFT Corp ,NCR etc. for escalations and system upgrades to ensure compliance with dynamic regulatory requirements.

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 Card Systems). 
• Test and Document Disaster Recovery Procedures.

People Management 5%

• Supervise the Card Support teams’ activities, planning and prioritising work functions

Ideal Job Specifications

• Undergraduate degree in Computer Science /Information Technology - Minimum Upper 2nd
• Class honours or 3.0 GPA.
• Three year's practical proven experience in installation, setup, support and troubleshooting of any CMS Application across all layers. Preference given to PRIME, ONLINE systems or Tieto.
• Experience in supporting core banking system, especially T24, will be an added advantage.
• Proven experience in supporting banking channels (mobile, internet, ATMs etc.)
• 1-2 Years in a supervisory role
• Proven experience in systems analysis, design, implementation and support
• Working knowledge of Card Industry Security Standard – PCI-DSS
• 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.

Technical Competencies

• Technical understanding of Card Industry Standards and Operations including security standards e.g PCI/DSS
• Technical skills to effectively perform Card system, business systems and ATM product support activities/tasks in a manner that consistently produce high quality of service.
• Technical skills to effectively perform or guide performance of
• Application architectural design ensuring that all solutions developed and deployed are in line with the Enterprise
• Architecture standards
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Ensure that all the managed application platforms in use by the Bank keep pace with technological innovations and developments as a way of protecting investment in technology.
• Define, analyze, plan, measure and improve all aspects of the availability of Payment Systems; ensuring that the systems, are meeting the agreed availability targets.

Behavioural Competencies

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Self-empowerment to enable development of open communication, teamwork and trust that is needed to support true performance and customer-service oriented culture.
• Team player and able to work with minimum supervision
• Ability to adapt to changes in systems and procedures
• Planning and organizing to effectively structure work
• assignments for timely delivery on system analysis assignments.
• Quality Orientation to effectively perform assigned activities/tasks in a manner that consistently achieves high quality standards or benchmarks.