Channels Support Specialist – Telephony at Equity Bank Kenya

Role Description

The purpose of this role is to effectively manage and support bank telephony systems, mobile channels systems and applications to ensure (24*7*365) service availability in the group. The Digital Channels Support Officer is responsible for monitoring the performance of the Systems, address technical issues raised by customers and business, support business in deploying new products, work with vendors and partners to support business.

 Responsibilities

• Mobile Telephony application support (SMSC, USSD, SMSR, SMS-Firewall, BSS, IN, STP and HLR).
• Mobile Channels applications support. (STK, APP, WEB, USSD).
• Manage incident resolution time within SLA target.
• Take on end to end service ownership and manage all involved parties towards a SLA compliant delivery.
• Responsible for managing incidents, including implementation of workarounds and changes, and for executing service requests, including on call duties.
• System administration for a healthy platform to service customer requests.
• Provide second level support for issues escalated by L1 service desk.
• Support improvement and delivery of new mobile products/services.
• Perform system upgrades and apply system patches promptly as received from system vendors as per the governance framework.
• BCP for mobile channels and telephony.
• Ensure reports are delivered to business and management promptly.
• Review project status, action pending tasks and provide update to stakeholders.
• Root Cause Analysis and documentation of incidents.
• Evaluation and assessment of technical requirements for systems implementation or requiring enhancements/Improvements.
• Knowledge of Operational risk management i.e. AML and KYC principles.
• Strict Adherence to Change management and governance frameworks.

Qualifications

• Bachelor’s Degree IT/Computer Science.
• Professional Certificate in related field e.g. Linux/Oracle, ITIL etc.
• Application support with at least 5 years’ experience in a Busy IT environment, preferably a Bank or a Telco.
• Knowledge and experience supporting Telephony systems (SMSC, USSD, HLR, IN and BSS).
• Knowledge and experience supporting Mobile banking application (STK, USSD, Mobile App and WEB).
• Experience in cloud system support (Azure, AWS).
• Experience in Linux system support.
• Experience in Database management and support.
• Incident and Change management, Problem-solving, Communication skills, Programming, IT Security and Banking.