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CLOSED FOR APPLICATIONS

Support Operations Analyst

Closing: Jan 29, 2023

This position has expired

Published: Jan 24, 2023 (7 days ago)

Job Requirements

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Job Summary

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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.

Ideal Job Specifications

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

  •  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.

  •  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.

  •   Minimum 2 years support of the current core banking system in the bank (T24) and a certification or recognized approved training in the same.

  •  ITIL Foundation certificate.

  •  One or more IT certifications such as in Microsoft systems, UNIX or Oracle will be an added advantage.

  •  Good understanding of the financial services and how IT contributes to the success of the financial institutions.

  •  Sound knowledge of Information technology and related support architectures.

Responsibilities

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.

Ideal Job Specifications

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

  •  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.

  •  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.

  •   Minimum 2 years support of the current core banking system in the bank (T24) and a certification or recognized approved training in the same.

  •  ITIL Foundation certificate.

  •  One or more IT certifications such as in Microsoft systems, UNIX or Oracle will be an added advantage.

  •  Good understanding of the financial services and how IT contributes to the success of the financial institutions.

  •  Sound knowledge of Information technology and related support architectures.

Daily COB Services 30%

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

Incidents Management 30%

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.

Problem Management 20%

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

System Administration 15%

Perform day-to-day administration duties across the Core Banking and Business systems platforms so as to ensure system stability and consistent levels of service delivery.

System Reporting 5%

Analysis, design and generation of various reports in an accurate manner and distribute in an effective and timely manner. development initiatives that will grow the team’s knowledge and skills.


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