Jobs at Sidian Bank

JOB PURPOSE

IT Service Desk function acts as a single point of contact between IT department and the business units for all incidents, service requests, change notifications, and any other necessary communications.

The Service Desk Analyst will report to the Client Services Manager – IT, and will work closely with other members of the IT department to support all end users (Head Office Staff and branch users).

KEY RESPONSIBILITIES

Incidents Management

• Acts as a single point of contact between the IT department and the business units for all incidents, service requests, change notifications, and any other necessary communications.
• Log all service desk interactions and document issue resolution using the ITSM system.
• Identify and effectively prioritize situations requiring urgent attention.
• Provide first-level support for all hardware and software issues logged by users.
• Issue timely communication and status updates for critical and high incidents.

Problem Management

• Escalate problems and continuously engage with the 2nd level and/or 3rd party support vendors to ensure timely resolution of all escalated system faults/bugs on the Business Systems.
• resolution of all escalated system faults/bugs on the Business Systems.
• Consistently monitor the status of all logged incidents and requests and escalate to a higher resolution level when service level agreements are in breach.
• Advise and educate users on appropriate action.
• Escalating recurring incidents to Problem Management where the PM team will conduct a root cause analysis and find an ultimate solution to the incident.

Service Desk Administration

• Follow standard service desk procedures.
• Install and support user applications such as Office 365, Windows Operating system, and Sidian Bank Applications
• Maintain accurate inventory of all hardware and software resources and parts
• Maintain excellent communication with all end-users and other members of the technology department
• Work with IT suppliers as needed
• Project work that involves first-level support for new systems.

System Reporting

• Generation of various service desk reports in an accurate manner and distribution in an effective and timely manner.

ACADEMIC BACKGROUND

• A Bachelor’s degree in Computer Science, Information Technology, or related field.

WORK EXPERIENCE

• Minimum 2 years experience with 1 year in an IT service support, systems analyst or service management role within a large highly digitized organization managing mission-critical systems.

SKILLS & COMPETENCIES

• Knowledge and experience in IT Service Desk practices
• Able to work under pressure and meet deadlines.
• Attention to detail.
• Able to manage priorities and tasks and time efficiently and demonstrate a proactive approach to daily tasks.
• Communication skills.

PROFESSIONAL CERTIFICATION

• ITIL V3 Foundation

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JOB PURPOSE

Reporting to the Client Service Manager, IT, the COB Assistant is responsible for running Close of Business (COB) activities that brings together the events of the day for the bank and processes them. The events could be in terms of loan schedules, accruals, internal bank accounting and could be reports.

The COB Assistant is also responsible for providing first level support for IT issues logged through the service desk.

KEY RESPONSIBILITIES

Pre-COB activities

• Generating pre-COB reports.
• Monitoring automated pre- COB backup.
• Monitoring available space for core banking database backup.
• Stopping core banking online services.

COB management

• Monitoring the batch jobs of the five COB stages.
• Reviewing and resolving known errors.
• Escalating unknown errors to Temenos support.
• Generation of online reports.

Post COB activities

• Starting core banking online services.
• Generation of post- COB reports.
• Initiating post COB back up.
• Generating daily and weekly COB performance report.

First Level Support

• Acts as a single point of contact between the IT department and the business units for all incidents, service requests, change notifications, and any other necessary communications.
• Log all service desk interactions and document issue resolution using the ITSM system.
• Identify and effectively prioritize situations requiring urgent attention.
• Consistently monitor the status of all logged incidents and requests and escalate to a higher resolution level when service level agreements are in breach.
• Escalating recurring incidents to Problem Management where the PM team will conduct a root cause analysis and find an ultimate solution to the incident.
• Install and support user applications such as Office 365, Windows Operating system and Sidian Bank Applications
• Deploying and monitoring PACs in the test environment.
• Provide first level support for all hardware and software issues logged by users.
• Issue timely communication and status update for critical and high incidents.
• Monitoring channels.

Reporting

• Provide daily performance report for management.
• Delivery & reporting of all KPI’s to the immediate manager.

ACADEMIC BACKGROUND

• University degree in Information Technology or equivalent from a recognized university.

WORK EXPERIENCE

• Previous work experience is not necessary, but may be advantageous.

SKILLS & COMPETENCIES

• Able to work under pressure and meet deadlines.
• Attention to details.
• Able to manage and priorities and tasks and time efficiently and demonstrate proactive approach to daily tasks.
• Communication skills.

PROFESSIONAL CERTIFICATION

• ITIL V3 Foundation

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JOB PURPOSE

To provide second level user support for the T24 core banking system at both Branch and Head Office levels, and ensure T24 availability and uptime. In addition, this role will monitor performance of T24 and escalate high impact issues to the supervisor. To develop new processes and modify existing T24 functions to meet business requirements. To develop applications that interface with the Core Banking system to extend its capability.

To closely work with testing teams to ensure solutions developed are defect free and meet business requirements.

KEY RESPONSIBILITIES

1. Provide second level support to all users at branch and Head Office.
2. Review fault/incident logs to ascertain and address all T24 issues.
3. Provide after hours support in line with Service Level Agreements to ensure customer satisfaction
4. Ensure all faults/incidents are resolved within agreed SLAs and escalate all faults/incidents to the responsible party
5. Review system environment and user requests with the sole objective of providing solutions.
6. Work together with the IT team to meet the business objectives
7. Conduct periodic checks on the T24 system to identify weaknesses and challenges and provide solutions.
8. Implement changes as per the business needs.
9. Participate in project implementation as assigned.
10. Identify shortcomings on the bank’s core application system and provide solutions to improve or rectify it   according to business requirements.
11. Provide solutions to issues arising from the T24 banking system.

MAIN ACTIVITIES

Core Banking and Channels Development

• Responsible for core banking and Peripheral systems software development in all stages from technical design to delivery.
• Meticulously perform coding, code review and unit testing for the core banking system.
• Design and implement new functionality and enhancements based on CRs and BRDs.

Support and Problem Management

• Provide 3rd level support for escalated issues from the IT Operations and Support teams
• Support, maintain and audit existing service lifecycle artefacts to agreed SLAs

Process and Policies

• Adherence to internal policies and procedures for development and management of the core banking system and other best practice standards

Governance

• Enforce internal policies and procedures for the management of software applications along ITIL and other best practice standards.

ACADEMIC BACKGROUND

• University degree in Computer Science, Information Technology/Systems or IT related field

WORK EXPERIENCE

• Should have development experience in Temenos (T24) / other banking packages.
• At least two (2) years’ experience in T24 core banking system with strong Knowledge in T24 modules.
• Should be able to comprehend the configurations & customization requirements, provide Technical solution, wherever applicable.

SKILLS & COMPETENCIES

• At least 3 years practical proven experience in core banking development, support and troubleshooting of T24, web technology and programming in Info-basic.
• Proven experience in systems analysis, design, implementation and support.
• Experience in T24 template programming, T24 customization (VERSION, ENQUIRY, online services), COB , Design Studio
• Deep understanding of the following T24 modules: System Core tables, Funds Transfer, Teller, Arrangement Architecture, Forex , Integration Frameworks
• Understanding of modern software development concepts like Continuous Integration and Continuous Delivery.

PROFESSIONAL CERTIFICATION

• ITIL Foundation
• Certificate in Programming in any 2 languages.