Job Purpose:

Responsible for providing first line technical support to internal staff, assist and support branches and Head Office departments on systems related problems, system usage and navigations and all other banking operations issues during daily operation.

Main Responsibilities:

• End-to-end management of all incidents, which varies from Banking operational, products and IT technical issues e.g. CBS functional architecture, Loans, CASA accounts and Overdraft, Procure to Pay functionalities, Retail Teller and FTs, Treasury and FX settlements, GL Recon issues, batches and cheque processing etc.
• Participate in various system enhancements and product development projects as a key player to ensure that the system delivered meets user expectations.
• Support the strategic objectives set by IT Service management by aligning team efforts with business priorities, ensuring compliance with ITIL practices, and providing timely feedback and performance reports.
• Assist to centralize and control the technical diagnosis, fixes and workaround efforts when multiple technical resolution groups are involved. e.g. CBS, Network, DBA, Payments Systems and ES Apps Team
• Responsible for providing the essential technical skills, knowledge and experience to implement a workaround when major incident occurs.
• Robotic automation- spearhead the automation initiatives of the organization.
• Integration of Service Desk systems with other bank strategic systems to achieve AI enhancements.
• Identify, recommend, develop and implement end user training programs to increase self-sufficiency. This includes basic in-house training on business products and other services rendered by the bank on banking operations from a point of view.
• Track and analyze trends in ServiceDesk requests and generate statistical reports.
• Monitor incident trends and anticipate potential problems for proactive resolution to gain customer satisfaction.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.

Knowledge and Skills:

• Strong operational knowledge of Core Systems Flexcube, Sybrin, P2P etc.
• Good knowledge of bank policies, procedures and applications
• Familiar with all the tools used by Service Delivery Team.
• Excellent communication skills (oral and written)
• Ability to present technical data in a comprehensive, yet clear manner.
• Proven analytical and problem-solving abilities
• Attention to details.
• Highly self-motivated and directed.

Qualifications and Experience:

• Bachelor's degree in Technology discipline or related fields.
• Experience in RPA, Java, Java script, php, html, lavarel and SQL is an added advantage.
• ITIL qualification is preferable but not essential.
• At least 2 years' experience in the relevant field, preferably in Application Services, Incident Management and Support or Service Delivery.

NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce. Female candidates and people living with disabilities are strongly encouraged to apply for this position.

NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.

Only shortlisted candidates will be contacted.

• End-to-end management of all incidents, which varies from Banking operational, products and IT technical issues e.g. CBS functional architecture, Loans, CASA accounts and Overdraft, Procure to Pay functionalities, Retail Teller and FTs, Treasury and FX settlements, GL Recon issues, batches and cheque processing etc.
• Participate in various system enhancements and product development projects as a key player to ensure that the system delivered meets user expectations.
• Support the strategic objectives set by IT Service management by aligning team efforts with business priorities, ensuring compliance with ITIL practices, and providing timely feedback and performance reports.
• Assist to centralize and control the technical diagnosis, fixes and workaround efforts when multiple technical resolution groups are involved. e.g. CBS, Network, DBA, Payments Systems and ES Apps Team
• Responsible for providing the essential technical skills, knowledge and experience to implement a workaround when major incident occurs.
• Robotic automation- spearhead the automation initiatives of the organization.
• Integration of Service Desk systems with other bank strategic systems to achieve AI enhancements.
• Identify, recommend, develop and implement end user training programs to increase self-sufficiency. This includes basic in-house training on business products and other services rendered by the bank on banking operations from a point of view.
• Track and analyze trends in ServiceDesk requests and generate statistical reports.
• Monitor incident trends and anticipate potential problems for proactive resolution to gain customer satisfaction.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.

• Strong operational knowledge of Core Systems Flexcube, Sybrin, P2P etc.
• Good knowledge of bank policies, procedures and applications
• Familiar with all the tools used by Service Delivery Team.
• Excellent communication skills (oral and written)
• Ability to present technical data in a comprehensive, yet clear manner.
• Proven analytical and problem-solving abilities
• Attention to details.
• Highly self-motivated and directed.

• Bachelor's degree in Technology discipline or related fields.
• Experience in RPA, Java, Java script, php, html, lavarel and SQL is an added advantage.
• ITIL qualification is preferable but not essential.
• At least 2 years' experience in the relevant field, preferably in Application Services, Incident Management and Support or Service Delivery.