Applications and ATM Support Specialist

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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

To manage the implementation, maintenance, and enhancement of all Applications, ATMs and Digital Solutions to enable the use of appropriate platform technology as an integral and reliable component of business process within country. Drive convergence of technologies to ensure delivery of technology projects associated with Applications and liaise and negotiate with internal customers and technology vendors.

Job Description

Accountability:  Service (Applications) Availability  - 40%

The prime responsibility is for maintaining the availability and reliability of applications, ATMs and Digital Solutions to ensure that IT can effectively meet service targets in accordance with planned business objectives.

The individual also has a responsibility of analyzing existing application availability issues and problems to determine ways to improve availability at acceptable cost levels.

Finally, the accountability has a responsibility to determine availability requirements for new applications or enhancements to existing applications.

Key Activities

• Optimize the availability of the IT application to deliver cost effective improvements that deliver tangible benefits to business units and customers
• Provide a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis
• Provide holistic management of availability that includes people and processes as well as technology
• Take actions to achieve reductions in frequency and duration of incidents that impact application availability
• Ensure shortfalls in IT availability are recognized and appropriate corrective actions are identified and progressed
• Create and maintain a forward-looking availability plan aimed at improving the overall availability of IT services and infrastructure components to ensure that existing and future availability requirements can be met
• Provide regular reports on availability to the Head of Service Management
• Organize and maintain a regular availability review process with both key business and IT representatives
• Agree appropriate actions to maintain or improve availability levels
• Initiate and coordinate actions required to maintain or improve availability of applications
• Act as a coordination point for changes to availability levels of applications when needed
• Determine the availability requirements from the business for new or enhanced IT applications
• Establish measures and reporting that reflect business, user and IT support requirements with regards to application availability
• Participate in Change Control meetings to assess and authorize changes from an availability perspective
• Assist in SLA negotiation efforts from an availability capability standpoint
• Define the key targets of availability required for the applications and their components that underpin a new or enhanced IT application as the basis for an SLA agreement
• Analyze and review actual application availability levels achieved against SLAs and OLAs
• Maintain an awareness of technology advancements and best practices that support application availability

Accountability:  Test Management   - 10%

Responsibility is to ensure that proper testing occurs for all Application changes released into the production environments

Key Activities

• Responsibilities:
• Collaborate closely with Release Analysts
• Thoroughly review releases and assign pertinent release testing tasks
• Compile and review testing deliverables
• Conduct installation procedure tests
• Oversee and review functional, performance, and integration testing results
•  Coordinate user acceptance testing
• Coordinate backout testing
• Conduct supporting documentation review
• Compile test results
• Conduct release test review
• Coordinate post-release testing
• Validate and communicate the outcomes of testing activities

Accountability:  Business Liaison - 15%

Single point of contact for one or more business units to represent IT services.

Key Activities

• Identify service needs for the Business Units represented to IT
• Escalate Business unit service issues to the Service Manager
• Communicate service status on service issues to the Business Unit
• Assist in SLA negotiation efforts with Business Unit(s)
• Report on quality of service rendered to Business Units(s)
• Conduct thorough reviews of payments and invoices to verify compliance with contractual agreements and Service Level Agreements (SLAs).

Accountability: Risk Management  - 15%

Key Activities

• Collaborate with IT Risk and Governance team and provide support wherever required.
• Contribute and deliver to the enhancement of the Technology risk profile by implementing improved governance, risk management controls, and compliance requirements.
• Develop and implement a comprehensive plan to deliver a satisfactory risk and audit profile for Operations and IT, thereby achieving audit and assurance targets.

Accountability: People Management   - 20%

Key Activities

• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Develop and implement a comprehensive succession plan for the team.
• Develop a leave plan to guarantee adequate coverage.
• When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
• Address team grievances promptly and escalate to higher authority only when resolution cannot be achieved at the team level.
• Address poor performance of any team member through the formal process and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognized.
• Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team.

Education and Experience Required

• Bachelor’s/Master’s Degree in Computing and Mathematical Science/Information Systems
• 5 years Technical/Supervisory experience
• ITILv4 Foundation
• Must have experience in working in a Multi-national.
• Understand the architecture of the Banks ATMs, Digital Channels and Cards Technology
• Experience in Vendor Management

Knowledge & Skills: (Maximum of 6)

• Translate Business Requirements to Tech Solutions ( Solid)
• Negotiation Skills ( Solid)
• Strategic Thinking ( Solid)
• ITIL - Governance Framework ( Solid)
• Communication Skills (Written and Verbal) ( Solid)
• Subject matter expertise ( Solid)
• Understand the IT service delivery within a corporate environment ( Advanced)
• Conceptual thinking skills ( Solid)
• Ability to analyse, make decision and initiate act ( Solid)

Competencies: (Maximum of 8 competencies)

• Deciding and initiating action
• Learning and researching
• Entrepreneurial and commercial thinking
• Relating and networking
• Adapting and responding to change
• Persuading and influencing
• Creating and innovating

Education

Master's Degree: Physical, Mathematical, Computer and Life Sciences (Required)