Channels Support Specialist – Internet Banking at Equity Bank Kenya

Role Description

The Channels support specialist – Internet Banking is a role that supports the business to achieve its goals and objectives by using effective and efficient practices to achieve strategic objectives and product support to customers. Additional responsibilities will include providing the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer.

 Responsibilities

• Document and describe application defects and track those defects to resolution.
• Manage open tickets resolution times on ticket SLA’s and manage vendor on issues/incidents raised with them for resolution.
• Perform capacity and performance management for E- banking applications.
• Configure, test and deploy newly released fixes into UAT, Pre-prod and subsequent migration to production environments.
• Level 2 support for client facing application issues raised by level 1 support analysts.
• Prepare method of procedure (MOP) documents and training manuals to be used by level 1 engineers to troubleshoot and resolve known issues in E-banking applications.
• Maintain system uptime on set standards and ensure proper escalation where required.
• Formulation and validation of SQL scripts for generating business reports.
• Drive efforts to proactively identify application or system issues improving availability and performance.
• In depth knowledge of code deployments and SDLC processes.
• Using organization skills maintains personal knowledge of recent environment/software updates to ensure accurate customer communication.
• Document application workflows to create the ability to identify issues at their different layers within the application architecture.
• Participates in training programs to continuously improve product knowledge and service skills.

Qualifications

• Degree in Computer Science, IT, Telecommunications or related qualification.
• Knowledge on E-banking platforms.
• Ability to carry out integrations through completion of System Integration Testing and User Acceptance Testing.
• Ability to work with diverse teams and various stakeholders to accomplish tasks in heterogeneous 24x7 high-availability operations environments, with significant levels of direct customer interaction.
• Knowledge in UNIX and Linux systems support is a MUST, administration and Linux scripting an added advantage.
• Good knowledge and experience working with Databases: Oracle PLSQL, MySQL.
• Solution architecture troubleshooting, performance tuning and problem resolution.
• Knowledge of application server Administration: Preferably WebLogic, JBOSS.
• Programming skills an added advantage.
• Excellent communications skills, good listener, team player, positive attitude is a must.
• Able to keep a good relationship with customers. Flexible and co-operative.
• Able to work under pressure and be quality orientated.
• Available to take part in 24 x 7 support coverage roster.
• Knowledge in container-based technologies like Kubernetes and experience with Redhat OpenShift is an added advantage.
• Understanding of cloud environments, particularly Azure, AWS.
• Experience with IT service management (ITSM) and best practices.