Senior Manager; Digital Channels Support
Job Purpose
Responsible for highest quality, 24/7 availability, reliability, predictability, security and recoverability of ATM Card, Mobile phone, Internet and Agency banking services to customers.
Main Responsibilities:
Coordinate 3rd level technical support with respective systems vendors to ensure efficient day-by-day smooth operations of all Customer Self-service channel systems.
Ensure smooth operations of the Omni-Channel back-end / core systems:
Monitor and perform incidents management of 2nd level technical support for all components / layers (Web, Application, Middleware, Database and Configurations) of all the Omni-Channels.
Ensure efficient operation of the Enterprise Service Bus (ESB) platform, which is a single point of integration to the Core Banking System for all Omni-Channels systems, back-end systems and interfaces to many 3rd party service / billing systems.
Upgrade all Omni-channels systems, monitor availability, manage capacity and update applications & interface licenses timely.
Lead a team of Senior Card Systems Specialists, Omni-Channels system analysts responsible for 2nd level support of ATM switch, Mobile banking system, card & pin life cycle management, and any other channels systems to be introduced.
Effective coordination of 3rd level technical support from vendors & business partners of all Omni-channel systems as per Sales Level Agreements (SLAs).
Ensure uptime of all integrations / interfaces to service / utility providers & business partners.
Perform periodic testing and ensure recoverability of all Self Service Channels (SSC) systems at Disaster Recovery (DR) in case of a disaster at the Production Data Center.
Direct, manage, develop / train and provide guidance to direct reporting staff, setting targets / balanced score cards, conduct performance evaluations and corrective action to ensure that staff knowledge and skills are sufficient to provide effective and efficient service necessary to meet the established job requirements.
Conduct monthly meetings with Self Service Channels (SSC) system vendors to discuss all SLA issues: Support, performance, uptime, continual improvement initiatives.
Inspect and certify invoices of vendors & service providers related to existing SLAs, on-site support, etc.
Prepare monthly report of Self Service Channels (SSC) system performance, incidents & challenges to the line manager.
Attributes
Conversant with the following Omni–Channel systems:
ATMs/ POS Switch with its Interfaces to National / International Card Payment Schemes (VISA, MasterCard, etc.).
Card Management Systems (CMS), including Card & PIN mailer production and management systems.
ATMs/POS terminals;
Mobile banking system (USSD, Apps);
Agency Banking system;
Internet banking (Retail / Corporate modules);
Revenue / Cash Collection System (CCS);
Enterprise Service Bus (ESB), with its Integrations with 3rd party business partners (MNOs, utility providers, billing systems, etc.)
Good understanding of the organization’s goals and objectives.
Ability to work in a fast changing banking service environment.
People management & leadership skills.
Strong interpersonal and communication skills
ICT Service Management skills
Qualifications and Experience
Bachelor degree in Computer Science or any other related academic field.
ICT Service Management ITILv3 certifications
Project Management PRINCE2 certifications will be an added advantage.
Professional training / certification in Self Service Channels banking systems
At least 5 years of relevant IT systems support experience; 3 years being in Self Service Channels systems support.
Experience in Back up / Recovery and Systems / Business Continuity.