Job purpose

The Specialist Digital Channels Systems will be responsible for supporting self-service and digital channels systems. The role provides second-level support and escalates detailed issues to third-level support when required.

The position supports the day-to-day operations of key digital banking systems, including:

• Internet Banking
• Sim Banking USSD
• Sim Banking MobApp
• Agent Banking
• Smart Pay
• Smart Branch
• MUSE
• SimAccount
• Smart Loan
• Biometric Engine
• School Fees
• CSM
• SADAKA

Principle responsibilities

The successful candidate will be responsible for the following duties:

• Provide technical support and monitoring for digital channel systems.
• Provide 24-hour on-call support and supervise day-to-day support of assigned systems.
• Document and analyze technical specifications for system changes and projects.
• Review updates, test, and implement changes or enhancements in compliance with the Change Management Policy.
• Execute system integration testing and support the implementation of system upgrades, hotfixes, and patch releases.
• Provide end-user support by investigating, troubleshooting, documenting, and resolving hardware and software issues.
• Configure hardware, digital systems, services, settings, directories, storage, and related components in line with standards and project or operational requirements.
• Perform daily system monitoring, including:
  • Verifying the integrity and availability of hardware and server resources.
  • Monitoring systems and key processes.
  • Reviewing system and application logs.
  • Confirming the successful completion of scheduled jobs such as backups.
• Perform backup operations and ensure that all required file systems and data are successfully backed up to the appropriate destinations.
• Perform regular file archival and purging when necessary.
• Repair and recover from hardware or software failures.
• Coordinate and communicate with impacted users during system incidents or failures.

Qualifications required

Applicants must meet the following requirements:

• Bachelor’s degree in Computer Science, Software Engineering, Telecom Engineering, Electrical Engineering, or an equivalent relevant IT degree from a recognized university.
• At least 3 years of experience in an ICT-related role.
• At least 2 years of experience supporting self-service digital channels in organizations of similar size and scale.
• At least one professional qualification in an ITSM-related area, such as ITIL.
• Technical knowledge of digital channels solutions.
• Good knowledge of operating systems such as Windows and Linux.
• Strong people management and leadership skills.
• Demonstrated ability to lead teams, motivate and train team members, and manage personnel effectively in a collaborative environment.
• Experience interacting with vendors, contractors, and other stakeholders.

• Provide technical support and monitoring for digital channel systems.
• Provide 24-hour on-call support and supervise day-to-day support of assigned systems.
• Document and analyze technical specifications for system changes and projects.
• Review updates, test, and implement changes or enhancements in compliance with the Change Management Policy.
• Execute system integration testing and support the implementation of system upgrades, hotfixes, and patch releases.
• Provide end-user support by investigating, troubleshooting, documenting, and resolving hardware and software issues.
• Configure hardware, digital systems, services, settings, directories, storage, and related components in line with standards and project or operational requirements.
• Perform daily system monitoring, including:
  • Verifying the integrity and availability of hardware and server resources.
  • Monitoring systems and key processes.
  • Reviewing system and application logs.
  • Confirming the successful completion of scheduled jobs such as backups.
• Perform backup operations and ensure that all required file systems and data are successfully backed up to the appropriate destinations.
• Perform regular file archival and purging when necessary.
• Repair and recover from hardware or software failures.
• Coordinate and communicate with impacted users during system incidents or failures.

• Technical knowledge of digital channels solutions.
• Good knowledge of operating systems such as Windows and Linux.
• Strong people management and leadership skills.
• Demonstrated ability to lead teams, motivate and train team members, and manage personnel effectively in a collaborative environment.
• Experience interacting with vendors, contractors, and other stakeholders.

• Bachelor’s degree in Computer Science, Software Engineering, Telecom Engineering, Electrical Engineering, or an equivalent relevant IT degree from a recognized university.
• At least 3 years of experience in an ICT-related role.
• At least 2 years of experience supporting self-service digital channels in organizations of similar size and scale.
• At least one professional qualification in an ITSM-related area, such as ITIL.