Job Purpose:

Responsible for managing technical second and third level support of Channel system problems, issues and incidents escalated from various supporting units including Customer experience, Network support and Service desk (1st level support).

Main Responsibilities:

• Provide technical recommendations or suggestions related to channel service and user experience strategy such, service quality plan, service improvement and service incident plan.
• Monitor and plan system capacity upgrades in an effective manner.
• Ensure service availability and resolution of service outage is within acceptable SLA.
• Incidents & problems are effectively managed in a manner that ensures highest service availability and shortest time of incident resolution of incidents.
• Ensure periodic technical maintenance of channel systems including backups, database replication, application, and configurations for both production systems and Disaster Recovery.
• Manage and coordinate incidents, issues and problems escalated for 3rd level support and interact with system vendors or business partners.
• Implement continuous improvement / upgrades of all channel systems and integrations to ensure conformance with performance, capacity, security, and regulatory requirements.
• Manage and support channel system reconciliation process.
• Ensure proper customer confirmation and notification of all transactions done on channel systems including SMS, emails and flash messages are securely and successful delivered to customers.
• Document channel system procedures such as Disaster Recovery, Backups, User manuals, Audit reports and other documents as per bank's requirements.

Knowledge and Skills:

• Knowledge of banking software technologies & products in the market, especially Self-service delivery channel services, mobile banking technologies and cyber security.
• Diagnostic and troubleshooting knowledge
• Knowledge of Database Management systems Microsoft SQL Server, MySQL, Oracle, DB2, etc.
• Knowledge of programming languages PL/SQL, XML, XSL/XSLT, CSS, Java / J2EE, .Net and HTML, etc.
• Knowledge of Microsoft Windows Server, Red Hat Enterprise Linux (RHEL) and IBM AIX Operating Systems.
• Knowledge of Service Oriented Architecture (SOA) and non-SOA based Middleware systems JBoss, Weblogic, WebSphere;
• Responsible attitude, ability to take initiative and ownership, adapt in a fast-paced banking service environment, pay attention to details and handle confidential / security information.
• Punctual, maintains schedules and follows operational procedures
• Highly motivated and capable of working effectively within a multi-discipline team, as well as independently
• Ability to work with and support a very busy group; responsive and professional telephone etiquette; accurate and detail message handling.
• Excellent interpersonal, written and communication skills; ability to be clear and concise.

Qualifications and Experience:

• Bachelor's degree in computer science or related field
• IT professional certifications in ITIL and Project Management
• At least 4 years of relevant work/management experience in systems support, incident & problem management and Omni Channels systems & integrations support
• Omni Channels banking Systems troubleshooting & support experience
• Technical interaction with vendors, contractors, and other stakeholders

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.

• Provide technical recommendations or suggestions related to channel service and user experience strategy such, service quality plan, service improvement and service incident plan.
• Monitor and plan system capacity upgrades in an effective manner.
• Ensure service availability and resolution of service outage is within acceptable SLA.
• Incidents & problems are effectively managed in a manner that ensures highest service availability and shortest time of incident resolution of incidents.
• Ensure periodic technical maintenance of channel systems including backups, database replication, application, and configurations for both production systems and Disaster Recovery.
• Manage and coordinate incidents, issues and problems escalated for 3rd level support and interact with system vendors or business partners.
• Implement continuous improvement / upgrades of all channel systems and integrations to ensure conformance with performance, capacity, security, and regulatory requirements.
• Manage and support channel system reconciliation process.
• Ensure proper customer confirmation and notification of all transactions done on channel systems including SMS, emails and flash messages are securely and successful delivered to customers.
• Document channel system procedures such as Disaster Recovery, Backups, User manuals, Audit reports and other documents as per bank's requirements.

• Knowledge of banking software technologies & products in the market, especially Self-service delivery channel services, mobile banking technologies and cyber security.
• Diagnostic and troubleshooting knowledge
• Knowledge of Database Management systems Microsoft SQL Server, MySQL, Oracle, DB2, etc.
• Knowledge of programming languages PL/SQL, XML, XSL/XSLT, CSS, Java / J2EE, .Net and HTML, etc.
• Knowledge of Microsoft Windows Server, Red Hat Enterprise Linux (RHEL) and IBM AIX Operating Systems.
• Knowledge of Service Oriented Architecture (SOA) and non-SOA based Middleware systems JBoss, Weblogic, WebSphere;
• Responsible attitude, ability to take initiative and ownership, adapt in a fast-paced banking service environment, pay attention to details and handle confidential / security information.
• Punctual, maintains schedules and follows operational procedures
• Highly motivated and capable of working effectively within a multi-discipline team, as well as independently
• Ability to work with and support a very busy group; responsive and professional telephone etiquette; accurate and detail message handling.
• Excellent interpersonal, written and communication skills; ability to be clear and concise.

• Bachelor's degree in computer science or related field
• IT professional certifications in ITIL and Project Management
• At least 4 years of relevant work/management experience in systems support, incident & problem management and Omni Channels systems & integrations support
• Omni Channels banking Systems troubleshooting & support experience
• Technical interaction with vendors, contractors, and other stakeholders