Job Description

This role is for providing the first level of support for Digital banking solutions, Core banking as well as the Banking auxiliary systems. The bank has adopted this role to ensure stability in the existing and the new banking platforms CIB/RIB/Pamoja web and Pamoja application, naming a few.

This role is expected to ensure all logged calls are addressed timely with the root cause of the incidences related to the applications addressed. The role also functions as the business continuity measure for the core banking and other banking application support. In collaboration with external vendors, system experts and information security experts the incumbent will schedule and support activities to resolve software and service problems in a timely and accurate fashion.

Key Accountabilities (Duties and Responsibilities)

Financial 30%

• Support and set priorities for design, maintenance, development and evaluation of all Digital Banking Applications systems including CIB/RIB, Pamoja web and applications, Channel Manager, Icon and other Auxiliary applications.

Internal business processes 50%

• Support in-country digital applications Operations to ensure projects, incidents, problems, service requests and escalations are dealt with according to defined set of policies, processes, procedures and SLA's.
• Ensure the effectiveness of the in-country Technology Applications (systems, people, policy, controls and procedures) regarding protection against exposure to and impact of risks associated with data loss, corruption and/or unauthorized access.
• Provides effective technical support to IT digital Applications to ensure a conducive work environment and employee satisfaction. This is through facilitation of appropriate training and development programs, coaching and mentoring approaches and ensuring that appropriate tools and resources are available to staff to execute on their roles and responsibilities.
• Contribute in the development and updating of a Business Continuity Plan for the IT operations of the bank
• Provide and execute detailed Disaster recovery plans for Core Banking and other critical business applications
• Liaise with the Head of IT, Group Head of Applications, Group Head of IT Security, Manager of Infrastructure and other internal business units for maintenance and deployment of the BCP.

Customer 10%

• Internal Customer complaints
• External Customer complaints
• Customer Satisfaction Index
• Channel Satisfaction Index

Learning and growth 10%

• Staff Engagement
• Staff Retention
• Training Hours

Job Specifications

• A Bachelor’s degree in Computer Science, Information Technology or related field,
• Minimum 5 years’ experience with 3 years in a managerial role within a large highly digitized organization designing, implementing and managing mission critical systems.
• Certification and experience implementing best practice frameworks e.g. COBIT, ITIL preferred
• Database and development skills will provide advantage to the role
• Windows Linux, Unix operating support skill will be added as an advantage to the role
• Four years’ experience in Digital Application support in medium to large organizations.
• Hands on and practical knowledge in use of RDBMs e.g. Oracle, MS SQL,
• Working experience in a bank or other financial services organization.
• Experience in Management of Support Contracts, RFP’s and Third-party support providers.
• Experience in development at entry level will be an added advantage

Technical Competencies

• Enterprise architecture, road mapping and future proofing technology platforms against dynamic and emerging business requirements
• Leadership to nurture and sustain employee satisfaction, and to manage changes.
• Performance Management to optimize employee productivity
• Organization development to effectively structure the operations of IT Application frameworks and support for optimal performance.
• Knowledge and experience in modern practices for IT Applications architecture and operations in medium to large banks to provide guidance on quality improvements and strategic changes.
• Technical skills to effectively perform or guide performance of Application design and operations activities/tasks in a manner that consistently produce high quality of service.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.

Behavioural Competencies

• Understand, anticipate and influence business demand for services. This includes but is not limited to Operations, Incidents, Problems, Projects and Change Requests.
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Ensure that all the information technology platforms in use by the Bank keep pace with technological innovations and developments as a way of protecting investment in technology.
• Manage relationships with all technology-based service providers as a way of ensuring that uptimes are optimized.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Analysis of plans and designs of Application projects in accordance with Bank’s requirements thus Providing necessary inputs to the Change Approval Board to aide in decision making on change approvals and deployments.
• Monitor and manage service user complaints to ensure maintenance of the highest standards of service.
• Define, analyze, plan, measure and improve all aspects of the availability of Application services; ensuring that all Applications systems, processes, tools and roles are meeting the agreed availability targets.

Job Dimensions

Reporting Relationships: jobs that report to this position directly and indirectly

• Direct Reports: None
• Indirect Reports: Outsourced partners and vendors

• Support and set priorities for design, maintenance, development and evaluation of all Digital Banking Applications systems including CIB/RIB, Pamoja web and applications, Channel Manager, Icon and other Auxiliary applications.
• Support in-country digital applications Operations to ensure projects, incidents, problems, service requests and escalations are dealt with according to defined set of policies, processes, procedures and SLA's.
• Ensure the effectiveness of the in-country Technology Applications (systems, people, policy, controls and procedures) regarding protection against exposure to and impact of risks associated with data loss, corruption and/or unauthorized access.
• Provides effective technical support to IT digital Applications to ensure a conducive work environment and employee satisfaction. This is through facilitation of appropriate training and development programs, coaching and mentoring approaches and ensuring that appropriate tools and resources are available to staff to execute on their roles and responsibilities.
• Contribute in the development and updating of a Business Continuity Plan for the IT operations of the bank
• Provide and execute detailed Disaster recovery plans for Core Banking and other critical business applications
• Liaise with the Head of IT, Group Head of Applications, Group Head of IT Security, Manager of Infrastructure and other internal business units for maintenance and deployment of the BCP.
• Monitor and manage service user complaints to ensure maintenance of the highest standards of service.
• Define, analyze, plan, measure and improve all aspects of the availability of Application services; ensuring that all Applications systems, processes, tools and roles are meeting the agreed availability targets.

• Database and development skills
• Windows Linux, Unix operating support skill
• Hands on and practical knowledge in use of RDBMs e.g. Oracle, MS SQL
• Enterprise architecture, road mapping and future proofing technology platforms
• Leadership
• Performance Management
• Organization development
• Knowledge and experience in modern practices for IT Applications architecture and operations
• Technical skills to effectively perform or guide performance of Application design and operations activities/tasks
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines
• Interpersonal skills

• A Bachelor’s degree in Computer Science, Information Technology or related field
• Certification and experience implementing best practice frameworks e.g. COBIT, ITIL preferred