The Specialist, Subsidiaries support works inside CRDB Bank PLC’s Information Communication & Technology (ICT) department and provides technical support to all aspects of subsidiaries support’s IT portfolio. This role requires effectively providing technical support to subsidiaries and working with other team members to meet business demands. The role also requires a track record of implementing strategic, forward-looking vision when supporting solutions to achieve business goals and drive operational efficiency.

This role is to support the cross functionality of Development, Finance, IT, Operations and other CRDB Bank’s departments to analyze business needs, design, and validate solutions, execute the implementation of these solutions, and continuously monitor the effectiveness of these solutions.

This role is also responsible for executing development plans across multiple projects and revises as appropriate to meet changing needs and requirements. To support the evolution of the Digital Strategy Roadmap of the bank. To provide technical support and assistance to all end users.

Responsibilities or duties

Principle Responsibilities

• Participate and support in the selection and implementation activities for new systems and look across the organization for portfolio consolidation and optimization opportunities.
• Perform quality control and assurance balance to ensure timely customer receipt of deliverable.
• Cooperate with business stakeholders to understand business objectives and initiatives in their respective functions. Execute the intake, acceptance criteria and prioritize stakeholder requests with clear business communications and coordination.
• Partner with the Information Security team to ensure all applications, hardware and operating systems are secured and compliant with security and privacy requirements such as ISO27001.
• Cooperate with the IT Infrastructure and Operations teams to ensure that the infrastructure, access, and application performance is adequate and properly monitored for all subsidiaries.
• Own relevant application architecture and understand areas of risk such as integration, understand the benefits of application portfolio consolidation globally of systems and process for all subsidiaries.
• Work across the organization including all subsidiaries to understand data assets and work to maintain the knowledge management processes.
• Responsible for proactive licensing management and compliance with our vendors who supplied systems to subsidiaries.
• Responsible for monitoring and support of the Production systems of all subsidiaries including modifications and maintenance of the same.
• Responsible for business relationships, application performance, and the identification and delivery of new and existing application services to meet the business users known and emerging needs for all subsidiaries.
• To ensure that systems, processes, and methodologies as specified are followed to ensure effective monitoring, control, and support of IT services.
• Track, support & guide on issues logged on IT Service Management tool system, Issues reported on emails, social media, and support issues from Subsidiaries.
• Attend Subsidiaries review meetings covering performance, service improvement, quality, and processes.
• Respond within agreed timelines to issues raised by audit and external regulators as well as ensure that all identified risk issues/gaps under security and compliance aspects are mitigated/resolved.
• Resolve any/all identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
• Manage the incident and problems escalations to Vendors for support and follow-up on solutions updates.

Qualifications Required

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Minimum 3 years of experience in Information Technology management, systems administration, or a related technology environment.
• At least one professional qualification in ITSM related area (i.e., ITIL or COBIT); experience working with different IT sections/technical teams; and technical knowledge of different banking solutions.
• Experience working in Enterprise Application-rich environment and in working with different Banking application systems from payments, business, and office applications as well as digital channels.
• Experience leading and managing large IT projects and rolling out IT infrastructures across various technologies.
• SLA and vendor Management skills, including interactions with vendors, contractors, and other stakeholders.
• Technical understanding with ability to translate business concepts into technical requirements; detail orientation and ability to troubleshoot issues as they arise.
• Experience and ability to work effectively in a dynamic, collaborative, and fast-paced atmosphere; organized, prepared, efficient, and focused; adaptable and flexible to changing business needs; outstanding organizational skills including subsidiaries, with the ability to structure work plans and prioritize activities on multiple simultaneous projects.

• Participate and support in the selection and implementation activities for new systems and look across the organization for portfolio consolidation and optimization opportunities.
• Perform quality control and assurance balance to ensure timely customer receipt of deliverable.
• Cooperate with business stakeholders to understand business objectives and initiatives in their respective functions. Execute the intake, acceptance criteria and prioritize stakeholder requests with clear business communications and coordination.
• Partner with the Information Security team to ensure all applications, hardware and operating systems are secured and compliant with security and privacy requirements such as ISO27001.
• Cooperate with the IT Infrastructure and Operations teams to ensure that the infrastructure, access, and application performance is adequate and properly monitored for all subsidiaries.
• Own relevant application architecture and understand areas of risk such as integration, understand the benefits of application portfolio consolidation globally of systems and process for all subsidiaries.
• Work across the organization including all subsidiaries to understand data assets and work to maintain the knowledge management processes.
• Responsible for proactive licensing management and compliance with our vendors who supplied systems to subsidiaries.
• Responsible for monitoring and support of the Production systems of all subsidiaries including modifications and maintenance of the same.
• Responsible for business relationships, application performance, and the identification and delivery of new and existing application services to meet the business users known and emerging needs for all subsidiaries.
• To ensure that systems, processes, and methodologies as specified are followed to ensure effective monitoring, control, and support of IT services.
• Track, support & guide on issues logged on IT Service Management tool system, Issues reported on emails, social media, and support issues from Subsidiaries.
• Attend Subsidiaries review meetings covering performance, service improvement, quality, and processes.
• Respond within agreed timelines to issues raised by audit and external regulators as well as ensure that all identified risk issues/gaps under security and compliance aspects are mitigated/resolved.
• Resolve any/all identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
• Manage the incident and problems escalations to Vendors for support and follow-up on solutions updates.

• SLA and vendor Management skills
• Technical understanding with ability to translate business concepts into technical requirements
• Detail orientation
• Ability to troubleshoot issues as they arise
• Ability to work effectively in a dynamic, collaborative, and fast-paced atmosphere
• Organized, prepared, efficient, and focused
• Adaptable and flexible to changing business needs
• Outstanding organizational skills
• Ability to structure work plans and prioritize activities on multiple simultaneous projects

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• At least one professional qualification in ITSM related area (i.e., ITIL or COBIT)
• Technical knowledge of different banking solutions.