Summary
Date Posted: Friday, January 27, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose:
• Support Core Banking Systems and be responsible for maintenance of Level 2 support of back-end Core Banking Application systems.
• Support End Of day (EOD) operators and coordinating Level 3 support issues of all back-end Core Banking Application systems with offshore support teams for proactive and active support.

Main Responsibilities:
• Support Core banking applications and work at application layer. These systems include Flexcube, cheque clearing, SWIFT, TISS, Opics, etc.
• Responsible for Level 2 issues related to all core applications except the in-house developed applications which will be supported by the developers reporting under Solutions/Products Design & Architect department.
• Responsible for support of EOD/EOM batches.
• Responsible for UAT on testing of Applications changes.
• Support of day-by-day operations & performance of Core Banking System (CBS)
• Manage efficient & effective running of End of Cycle (EOC) operations (EOD, EOM, EOY) to ensure CBS is available to users well on time.
• Service Desk’s 2nd level technical support for CBS queries & incidents (Live, Data ware Housing, UAT, Report)
• Escalation to 3rd level support (OFSS – Onsite & i-Support)
• Follow-up and feedback on incidents escalated to OFSS.
• Participate in weekly (Friday) tele-conference meetings with OFSS i-Support for status update.
• Customer Call Centre’s 2nd level customer support for Core Banking system related queries & incidents
• Log to the Service Desk all CBS and EOC incidents encountered in the section
• Provide updates to the Senior Manager.
• Submit monthly report to the Senior Manager.
• Attend weekly meetings with section staff to resolve issue and implement continual improvement actions
• Working closely with vendor’s Level 3 support team for all back-end Core Banking Application systems (e.g. OFSS resources and internal Consultants if any).
• Resolve Incidents in Service Manager escalated from Level 1-Service Desk.
• Analyse escalated incidents from level 1 before escalating the same to higher levels (OFSS and internal Consultants).
• Participates in testing of all patches/Incidents fixes provided by System Vendor.
• Perform the MOCK Run for End of months and end of year Simulation and provide reports.
• Support project of Core Banking Upgrade/Replacement.

Knowledge and Skills:
• Detailed understanding of the core application products setup
• ICT systems support knowledge and experience.
• Multi skilled in all areas of Technology Flexcube, SWIFT, TACH, Opics, and network, desktop supports, etc.
• Be a team player that motivates and educates other team members.
• ICT Service Management skills
• Excellent communication skills with internal customers as well as with higher level support teams

Qualifications and Experience:
• Bachelor’s degree or its equivalent in Computer Science or related disciplines from a recognized institution.
• A minimum of 2 years’ experience in ICT service
• ICT Service Management ITILv3 certification is an added advantage.

NMB Bank Plc is committed to creating a diverse environment and is proud to be an equal opportunity employer

Job closing date: 07-Feb-2023

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

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