Jobs at Equity Bank Kenya

Description

• Design and develop customized programs to achieve the desired revenue from the base
• Carry out Customer activations and campaigns
• Monitor and develop initiatives around revenue sources such as cash out, airtime and bundle purchase, person to person transfer, pay bills, loans, savings, and cash out
• Design, manage, analyse programs and offers to create stickiness of the base to the network and reduce churn
• Design and roll out targeted promotion for inactive users to engage on products on the network
• Collate and present data that aids management in understanding revenue trends, product performance and customer activity as inputs for business decision making
• Analyse and report campaign results to the business unpacking all variances against target.
• Report projections on business growth as impacted by customer trends on existing and new products
• Report on resource allocation, budget spend and execution for brand, above the line initiatives, trade marketing designs and execution within given guidelines.

Qualifications

• Bachelor’s degree
• 1 year of experience in administration
• 2 years of experience from financial and or telecommunications will be an advantage

Closing Date
Jun 18, 2023

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Description

• Offer 1st and 2nd level support to resolve issues raised by agents as and when received
• Work with operations on creation of agent accounts on the system within defined agent creation processes and turnaround timelines
• Build strong relationships while working with and supporting RSMs & Payments teams in tracking their performance, identifying gaps and remedial actions.
• Generate weekly, monthly, and quarterly reports on the sales and competitor trends.
• Work with payments to recruit more Agent accounts and help them grow and understand the business.
• Represent the company on ground and handle any other cases that may be raised/occur that may affect the company positively or negatively.
• Facilitate and carry out the launch of all new products and services in the market/field.
• Promote Product visibility in the market
• Ensures the achievement of sales and revenue targets through agents
• Implement sales and distribution activities and ensure effective distribution of marketing collaterals
• Training agents and customers on products and services
• Generates Reports and shares with various stake holders.
• Ensure satisfactory agent experience 

Qualifications

• Bachelor’s degree
• 1 year of experience in administration
• 2 years of experience from financial and or telecommunications will be an advantage

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Description

• Participate in Consumer education, Merchant Forums, PR events aimed at increasing merchant and customer education, conferences and Expos.
• On site visits to High Value Merchant for training support
• Co-ordinate Marketing activity including poster, dangler, sticker distribution to newly acquired merchant accounts and other above the line or below the line activity; and including working with  internal and external teams to execute marketing objectives.
• Support the Finserve Operations team on customer support issues like reversals and resending of transactions, managing downtimes and escalation to then Support function for customer issues beyond rights given.
• Activating Merchant Accounts through sale team and resolving enterprise customer issues with reference to this tool. Co-ordinate with compliance to ensure that applications have met minimum account set up requirements.
• Conduct training needs analysis based on merchant needs, changes in technology and market feedback.
• Preparation of Educational merchant & partners materials such as SMS broadcasts and bulletins
• Ensure weekly reports are submitted on time and work on any other reports as may be required as per the set timeline
• Ensure all training materials for products and services are delivered within the set deadline

Qualifications

• Bachelor’s degree
• 1 year of experience in administration
• 2 years of experience from financial and or telecommunications will be an advantage

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Description

• Our purpose is transforming lives, giving dignity, and expanding opportunities for wealth creation.
• The purpose of the role is to support the GIS program and project office in the implementation of the ASPIRE program.

Key Responsibilities

• Ability to strategically design and map information security requirements and solutions to system/technical requirements.
• Responsible for developing technical specification requirements for information security projects in collaboration with delivery managers, security architects, technical leads, local market cyber security teams.
• Provide project level analysis, producing required project analysis documentation namely business requirements, scope matrix, use cases, sequence diagrams, future state proposals, testing plans, acceptance criteria and other project artefacts.
• Conduct and facilitate requirements gathering workshops and collaborative design sessions with information security stakeholders.
• Work with information security stakeholders to resolve conflicting requirements.
• Works effectively and individually with Technical and Non-Technical team members.
• Meet with project team regularly to review project deliverables and deadlines.

Qualifications

• Bachelor's degree in computer science, information technology, or a related technical field.
• Professional experience in business analysis with 5+ years as a Business Analyst in the project space.
• Strong organizational and communication abilities, including presentation skills.
• Possesses excellent oral and written communication skills.
• Ability to work independently.
• Team player with strong interpersonal skills and ability to take a leadership role when necessary.
• Information Security experience preferred.
• Strong interpersonal and leadership skills.
• Preferably an experience in Project Management or experience in starting & driving new initiatives.
• Preferably an experience in working for a highly regulated industry.
• Preferably with relevant security certifications such as CISA, CRISC, or CISSP; or an intention to get one

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Job Purpose:   

• This entails monitoring networks to detect any intrusion or hostile activities. It also involves taking measures such as carry out design, implementation, and administration of technical cybersecurity defenses for firewalling, segmentation, network intrusion detection, and prevention; network access monitoring and control, network vulnerability scanning, penetration testing, etc., to defend against malicious attacks on the systems

Job Responsibilities/ Accountabilities: 

• Maintaining LAN, WLAN and architecture of the Network as per the business policy
• Measure, analyze and implement new security protocols for greater efficiency against any threat or malfunctions
• Generating and maintaining the virtual private network, firewalls, web protocols and email security decorum.
• Reporting the security analysis of findings
• Investigations of Network Security breach alert
• Drive the implementation of Security standard for Network devices across the Group
• Conduct periodic security reviews on the Network infrastructure and also reviewing connection matrix
• Monitoring of web security gateways, perimeter security, network access controls, endpoint security

Strategy:

• Take part in the definition of the Strategy for network security. This includes justification through analysis, SWOT, proof of concept, business case, interactions with Transport and Security Design, etc.
• To challenge and gain support from the business for the network security strategy, adapting with future company aspirations, security obligations, and new services
• Prepare the organization for zero trust network security

 
Qualifications
 
Knowledge and Experience 

• A Degree or its equivalent in Information Technology, Network Security, Enterprise Network Management, Information Security, Management Information System Computing, Engineering or similar area of study from reputable University
• 3-5 years of relevant work experience in Information Technology (specifically security)
• 3-5 years’ experience in core network technologies of a telecom or Banking environment
• 3-5 years working experience in managing information security in a large organization
• Experience in designing and implementing organization wide information security Network architecture and framework
• Experience in managing and implementing large scale information security Network projects
• Advanced working understanding of the information technology and Networking environment of a Financial and Technology driven Organization Experience of identifying and managing technology security risk
• Up-to-date knowledge of future IP and network security technologies, equipment and their benefits
• Ability to know when to implement solutions with consideration to the wider impacts i.e. risk, cost, customer impact, timescales, etc.
• Widespread knowledge of different IP and network security vendors and solutions, and managed services
• Experience of defining network security architectural principles and policy; and governing their implementation (particularly zoning policy within IT network transport environments)
• Significant experience of operating in a Governance and Architecture role; or a Design role having end-to-end responsibility and spanning multiple technology domains
• Ability to steer solutions based on the overall architecture without dictating the detailed design delivery
• Experience of working in a technology based role and interfacing to a varied number of internal and external stakeholders
• Strategic and architectural knowledge of networking technologies
• Experience in Network threat management
• Experience in managing and maintaining relationships within an organisation, with vendors and customers
• Ability to simplify analysis and present results clearly at all levels of the business - including at senior management team level
• Preferred certifications:  CISSP, CCNP, Network +, CISM, CGEIT or equivalent.

Key Critical Competencies

• Excellent negotiation, and written and verbal presentation skills
• Experience in Checkpoint, Cisco, Palo Alto, Firewall
• Cloud Security Components (NSG, Application Gateway, DNS)
• Deep understanding or routing, Voice, Network segmentation and zoning
• Ability to handle high pressure situations with key stakeholders
• Good Analytical skills, Problem solving and Interpersonal skills
• Deep knowledge of Bank’s infrastructure, networks and systems
• Some knowledge of Telco convergence, FinTech network traffic consumption

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Description

• This is a technical role with emphasis on integration technologies. In this role you will assist in the design, development, configuration, integration, implementation, support and maintenance of solutions for business and technical projects of small to large level of complexity. You will ensure integration solutions are based on enterprise middleware architectural standards, and are in alignment with enterprise integration strategy. The enterprise Middleware integration engineer will have indepth knowledge of the follwoing technologies and standards as used within the Enterprise Integration Team(includes those currently in use, and any that expands/replaces): Oracle/WebLogic, JBoss, WS02, APIs - Linux operationg systems and others as needed. Must have the ability to work with multi-disciplinary cross-funtional teams with members of different technical skills including XML and JSON encoding – MS SQL/Oracle database

Qualifications
 
Job Responsibilities/ Accountabilities:

• Collaborate solutions with functional requirements from a business analyst, and strong grasp of technical capabilities of integration software, APIs and other systems including core banking.
• Develop code and Interfaces in WS02, Oracle APIs, SOA and BPEL
• Estimate efforts and work in a structured manner leveraging design patterns and code recipes
• Support applications team in their system implementations and ongoing requests
• Assist in troubleshooting and root cause analysis for environmental issues as they arise.
• Communicate with development manager and other IT leadership team members about production roll-outs and issues
• Ongoing continuous improvement for service availability and uptime
• Maintenance and management of the middleware environment including installation, performance tuning, patching, and vulnerability remediation
• Migration and upgrade of existing platforms to desired environment as per the software life cycle management

REQUIREMENTS:

• Bachelors degree in Computer Science, Information Systems or similar discipline.
• 4+ years experience in Software Implementation and Integration that includes Architecture, Analysis, Design and Development..
• Experience managing operational requirements such as patching, capacity planning, security vulnerability remediation, DR execution, access reviews, audit compliance and change management.
• Expertise in middleware tools such as Oracle SOA, Oracle OSB, BPEL, 12C experience.
• Expertise in designing and building BPEL workflows using JDeveloper 12c.
• Expertise in using SOA technology adapters such as Web Services Adapter, REST Adapter, Database Adapter, EBS Adapter, JMS Adapter and File Adapter for integration and development of custom business processes, service components using Oracle BPEL.
• Experience in development of complex Data Structures (XSD and XML)
• Experience in development of medium to complex integration mapping using XSL, XLST technology.
• Experience in designing robust error handling, auditing and logging frameworks.
• Testing integration interfaces using SOAUP UI and other testing tools.
• Experience in SQL and PL/SQL programming.
• Experience in writing technical design documents and operational guides.
• Experience with UNIX systems (Solaris and Linux), Shell scripting.
• Good knowledge in configuration, Parameter Tuning, Performance monitoring and troubleshooting of Oracle SOA and OSB 12c.
• Experience in configuring WebLogic admin console and Enterprise management console.
• Experience with Oracle high-availability environment.
• Experience as WebLogic Administrator with knowledge in clustering, JMS, Connection Pools, J2EE Deployments, Thread Dump Analysis

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Job Responsibilities/ Accountabilities:

Responsibilities:

• Video coverage on DSLR’s and camcorders
• Photography on DSRL’s
• Editing features documentaries and social media content on video and audio.
• Inhouse lighting.
• Outdoor and in indoor XLR cable set up.
• Outdoor and in indoor lighting setup.
• Video and audio conversion for YouTube, TV, and social media.
• Ability to edit media footage.
• Ability to edit photo slideshows.
• Manage inhouse audiovisual inventory

Accountability:

• Grow the brand’s visibility on inhouse platforms, TV and social media.
• Proper handling of audiovisual and photography materials and equipment. 

Qualifications
 
Knowledge and Experience

• A holder of a bachelor’s degree in journalism, media and film or a relevant equivalent.
• At least four years’ experience in a similar role.
• Ability to subtitle videos.
• Ability to work on edits for long periods of time.
• Ability to translate a video script into a feature or documentary.
• Ability to lay a voice over into a video edit.
• Ability to work on an edit from start to finish i.e., recording, scripting, editing, subtitling, and editing.
• Able to travel within and outside the country for long or short periods.
• Knowledge in shooting free hand and steady.
• Voice over, colour correction, gimbal management, and drone pilot license is an advantage.
• Knowledge on the use of Apple Motion and Captionator are an added advantage.

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Description
Job Responsibilities/ Accountabilities

• Researching, writing and distributing press releases to targeted media
• Collating and analyzing media coverage
• Writing and editing in-house magazines, supplements/advertorials, case studies, speeches, articles and financial reports
• Devising and coordinating photo opportunities, organizing events including press conferences, investor briefings, AGMs, press tours and other forums
• Coordinate sponsorships and promotional activities involving the Bank
• Manage promotional items for the company
• Maintaining and updating information on the organization's website and social media platforms
• O­ffer support to the branches, departments and subsidiaries in regards to marketing, promotion and communication requirements
• Interface with all Equity Bank teams and offices to optimize event and associated campaign’s effectiveness.
• Liaising with the retained Agency to follow up on execution of tasks
• Ensure timely execution and production of key deliverables
• Manage vendor contracts; exercise diligence in tracking expenses to meet expense/ budget goals
• Liaise with service providers to ensure proper preparation and execution of events including brand visibility in such events through branding opportunities
• Monitor vendor performance by ensuring alignment with market value for services rendered.

Qualifications 
Requirements

• University degree in Communications, PR, Journalism or business related field
• Professional training in Marketing or Public Relations
• Over 5 years’ relevant experience in Public Relations, marketing or event management in a large media organization or in communication function in an established organization.

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Job Purpose: 

• The SMC SME-ITSM is an expert on ITSM and is responsible for dealing with complex issues pertains ITSM application as escalated by the staff, Service Desk and NOC first line staff to ensure 24X7 operations stability of the group ICT infrastructure.

Qualifications
Responsibilities:

• Perform day-to-day administration of the ServiceNow platform.
• Maintain the integrity of the ServiceNow platform across production and non-production instances(UAT & DEV).
• Perform installation and testing of updates and new releases.
• Assist in troubleshooting patch / release management issues.
• Build reports, dashboards, filters, catalog, workflows, UI policies and business rules.
• Maintain Service Level Agreement (SLA) definitions and monitor SLA workflows.
• Ensure proper functioning of Incident, Problem and Change modules.
• Create and use update sets to move configurations between instances.
• Support on issues related to surveys, ITOM, UCMDB and Asset management.
• Undertake staff training on use of ITSM and related enhancement to achieve efficiency.
• Support in feature developments like approvals, request forms, surveys etc

Basic Qualifications

• Bachelor's degree or equivalent 3 year work experience in ServiceNow System Administration.
• ServiceNow system administrator training or certification.
• ITIL Certification
• Basic computer packages

Essential Knowledge

• Certified ServiceNow Administrator (Implementation Specialist Certification a plus).
• Hands on experience in ensuring compliance with highly regulated industry requirements.
• Experience in implementing ServiceNow processes,rules, workflows, UI customizations, catalog and requests.
• Experience in implementing integration with ServiceNow
• Experience in dashboards and reporting creation
• Experience in Java, JavaScript, Web Services, AJAX, XML and ServiceNow scripting.
• Knowledge of Web applications, networks, protocols and email (SMTP, POP3).
• Working knowledge of relational databases.
• Experience with IT Service Desk,Problem, request fulfilment and Change Management processes.
• Understanding of ITIL v3/v4 methodologies (Foundation Certification at least required).
• Understanding of UCMDB and Asset management essentials (discovery, configuration and setup)
• Knowledge in development of UI forms, workflows, catalog and approvals.
• Financial Services industry experience preferred.

Key Critical Competencies 

• Putting customers/business first; must have a passion for serving others. 
• Good and clear oral & written communication skills.  
• People skills and performing through people. 
• Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues. 
• Strong analytical skills and problem solving capabilities with minimum or no supervision. 
• Forecasting, planning and thinking ahead.  
• Understanding information in different formats such as pictorial, verbal and print representations.  
• Operating under pressure and tight deadlines & schedules. 
• Working in 24/7 shifts; must have a flexible attitude to working times or arrangements. 
• IT Vendor relationship management
• Capable of multi-tasking, good time management and prioritization of workload. 
• Know how to engage next level of management 

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Description

• The GM of Enterprise Security Architecture is responsible for developing and maintaining an enterprise security architecture to protect EQUITY Group and its subsidiaries. The role will define, plan, architect, and coordinate the implementation and maintenance of information security required to protect the organization’s IT infrastructure and application platforms. This also includes optimization and standardization of information security across the enterprise and maintain the product and domain architectures and roadmaps across all business lines and platforms such as Banking, Fintech, InsureTech, Investment, Foundation etc.

Qualifications
Job Requirements (Education, Experience and Competencies)

Education

• Four-year tertiary qualification in Information Technology, Computer Science, or a related field
• Additional business-related qualifications such as MBA is preferred
• Three or more of the following:
  • Certified Information Systems Auditor
  • Certified Information Security Manager
  • Certified Information Systems Security Professional
  • Certified Ethical Hacker
  • Certified Blockchain Solution Architect
  • Certified Blockchain Security Professional
  • Microsoft Cybersecurity Architect
  • Network Certifications e.g., CompTIA, Cisco, Checkpoint
  • SABSA
  • TOGAF

Experience

• Leader or Manager with track record of at least 10 years in technical security disciplines
• 5+ years of experience in banking or telecommunications industry
• Experience in managing large teams across multiple organisations / countries
• Experience in designing and implementing organisation wide info/ cybersecurity framework & projects
• Experience working in various countries in Africa and have a grasp of political, social, infrastructure and integrity challenges
• Experience in development of security strategies and architectures, supporting execution plans
• Ability to work in a highly dynamic environment, within an extremely fast paced, high growth company.

Key Critical Competencies

• Strong understanding of common best practices, frameworks, and regulations (NIST 800-53, ISO 27001, OWASP, MITRE ATT&CK, CIS, etc).
• Excellent written and verbal communication skills as well as business acumen with commercial outlook
• Good working knowledge of current information and cyber security risks and experience implementing security solutions
• Ability to interact with a broad cross-section of personnel across the Group to explain and enforce security measures
• Analytical skills with complex problem-solving experience
• Ability to adapt to new technologies and learn quickly.
• Ability to assess process effectiveness and implement improvements where appropriate.

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Description

• Reporting to the Manager, Applications, the incumbent will be responsible for the Enterprise Resource Planning System (ERP) and systems/interfaces within the ERP-ecosystem; and the planning, directing, coordinating and execution of the primary, secondary and tertiary activities emanating thereof: Application support, user support, service management, data management and processing, systems analysis and design initiatives, systems project management and implementation, systems backup and recovery.

Qualifications
 
KEY RESPONSIBILITIES:

• Formulate and or execute ERP business and user requirements, projects and project plans, requests for proposals, system analysis and design scoping.
• In liaison with the IT Service Delivery Department, facilitate or provide users with technical support for the ERP system.
• Liaise with the business teams (Finance, HR and Procurement) in the review, re-engineering and or implementation of ERP Operational procedures, processes, templates and Forms.
• Working with relevant business teams - Responsible for ERP Data Management: Data Entry, Validation (maker/check controls), Updates, Collation, Distribution, Reporting.
• Develop, implement and maintain a catalogue of ERP Reports at all levels (Executive, Line Management and Employee) that support decision making.
• In liaison with the IT Database and Infrastructure Departments, ensure that ERP backups, system software and hardware updates are done, system recovery protocols are tested in line with the Bank IT Policy.

MINIMUM POSITION REQUIREMENTS

Specific Field or Qualification

Education

• Bachelor’s Degree
• Computer Science, IT or any other IT related degree

Professional Qualifications

• IT Certification (ORACLE DBA, SQL)
• ITIL, Project Management ( PMP, Prince2)

Experience & Proficiencies

• Total Minimum No of Years’ Experience Required 3

Detail

Minimum No of Years

• System Analysis and management 3yrs
• Customer Management 3yrs
• Business Processes 3yrs
• SQL/PLSQL knowledge 3yrs
• Project Management 1yr

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Description

• Serve as the point of contact for Payments team on all support related issues.
• Serve as the linkage with the Group IT Service Desk.
• Document customer requests in Service Now and record action taken and follow up on deferred actions
• Monitor incident management queue (ServiceNow) for all incidents. For each incident, perform initial troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution; validate expected incident response and resolution times.
• Ensure timely resolution or escalation, communicate promptly on progress, and ensure customers are handled with a professional attitude.
• For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could solve this incident in the future; provide key details for such improvements to appropriate work teams as needed.
• Ensure the successful ongoing operation of the Service Desk and Incident Management processes.
• Develop service trends and ensure that effective measures are taken to improve service levels
• Maintain good relationships with client businesses by ensuring that their business requirements and plans are understood.
• Monitoring of daily, weekly, and monthly performance objectives, SLA monitoring and reporting.
• In addition, handling queries, complaints and suggestions promptly, professionally and in accordance with current Technology practices and procedures
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations and IT and achieve audit and assurance targets
• Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
• Identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate

 
Qualifications

•  Bachelor's Degree in IT or equivalent experience is required.
• ITIL V3+ certification required/a must.
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support center environment or equivalent work experience.
• Must have hands on practical experience utilizing ITSM tools like Service NOW in a tech support function.
• Must have extensive experience in service desk KPIs and metrics.
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Strong negotiation and influencing skills.
• Demonstrable ability to take a proactive, customer service approach when dealing with all levels of customers. This includes the ability to serve executives and irate customers and diffuse volatile situations. Superior customer service skills.
• Must be detail oriented and able to document technical issues effectively, and accurately.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills.
• Outstanding client relationship management skills.

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Description

• Analyse, track, resolve and accurately document various technical problems.
• Follow-up (via phone, email or in person) with technical response teams on incidents that have not been responded to and/or resolved in order to ensure highest level of customer service.
• Provide timely follow-up to originating customer and respond to inquiries and concerns they may have.
• For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could have solved this incident and provide key details for such improvements to appropriate Service Desk Analysts.
• Monitoring of daily, weekly, and monthly performance objectives, SLA monitoring and reporting.
• Retrieval of system and application logs and interpretation.
• Creating and running SQL queries to provide requested data or solution.
• Should be familiar with the enterprise system architecture such as databases, managed servers, mobile applications.
• Following standard operating procedures and guidelines in relation to all work performed.
• Participate in regular team meetings and training sessions.
• Ensuring business continuity by ensuring proper and regular back up of applications are done with support from System Administration team.
• Ensure all applications have up-to-date documentation (deployment architecture, connection matrix and system manuals and troubleshooting guides).
• Adhere to Incident, Problem and Change Management processes (Ticket assignment and resolution, Problem management to resolve root cause of repeat incidents, attend change approval meetings and verify all changes implemented are properly tested to minimize incidents related to changes).
• Support execution of the design, planning and implementation of company projects that promote business needs.
• Demonstrate sound technical judgement, communication skills and talented development capabilities.
• To be Efficient and effective in issue resolutions.
• To maintain the Culture Brand of the organization and customer service.
• Recommend review of existing business applications to ensure they can adapt to the changing business environment.
• Provide timely and accurate reports for the systems and services supported.
• Engage vendor on a regular basis to troubleshoot, resolve and close issues and have vendor review.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations and IT and achieve audit and assurance targets
• Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
• Identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training to perform the role to the required standards, including gaining accreditation where appropriate

The above description reflects the details considered necessary to describe the principal functions of the role and should not be construed as a detailed description of ALL the work requirements that may be performed in the role.

Qualifications

•  Bachelor's Degree in IT
• ITIL V3+ certification required/a must.
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support centre environment or equivalent work experience.
• Must have hands on practical experience utilizing ITSM tools like Service NOW in a tech support function.
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Outstanding client relationship management skills.
• Must be detail oriented and able to document technical issues effectively, and accurately.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills.
• Superior interpersonal & collaboration skills with demonstrated ability to use diplomacy & communication skills to influence outcomes and influence others without authority.
• Strong negotiation and influencing skills

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Description 

• Ensure timely resolution or escalation of incidents, communicate promptly on progress, and ensure customers are handled with a professional attitude.
• Own problem management of critical customer incidents, including communications, all related problem management activities, and any appropriate escalations.
• Build effective relationships with key internal business, operations, IT, product, design, and external partner teams.
• Retrieval of system and application logs and interpretation.
• Creating and running SQL queries to provide requested data or solution.
• Be familiar with the enterprise system architecture such as databases, managed servers, mobile applications.
• Stakeholder Management: strategy, tactical execution, communications, etc. Work collaboratively with, Product owners and other key stakeholders in the organization.
• Relaying application functionality feedback from colleagues and clients engaged [SN1] [FS2] to IT developers.
• Providing customers with step-by-step guidance to resolve technical problems.
• Work closely with Technical Product Managers across all products and channels capabilities to prioritize initiatives[SN3] [FS4] , share insights on customer demands, identify opportunities for teamwork.
• Serve as a subject matter expert to the technical and developer community[SN5] [FS6] .
• For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could have solved this incident and provide key details for such improvements to appropriate Service Desk Analysts.
• Assess and address all delivery risks.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets
• Responsible for driving own Performance Development, collating relevant documentation, preparing for, and arranging reviews.
• Participate in Change Control meetings to assess changes [SN7] [FS8] from an availability perspective.
• Identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate
• Understand and apply existing best practice frameworks to assist in the implementation of identified subject matter processes and standards.
• Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.

Qualifications

• Bachelor's Degree in IT
• ITIL V3+ certification is preferred.
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support center environment or equivalent work experience.
• Must have hands on practical experience utilizing ITSM tools like Service NOW, Zendesk, Solarwinds in a tech support function.
• Supervisory experience preferred.
• Must have extensive experience in service KPIs and metrics.
• Strong negotiation and influencing skills.
• Experience in application system administration skills and certifications in various environments (e.g. linux, Window PowerShell) and applications (e.g. Oracle,  WebLogic, WebSphere, Java , ANSI SQL, .Net, JS etc.)
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Excellent written and verbal communication skills.
• Solid experience in problem analysis and resolution of software problems, proven ability to function in a self –directed environment.
• Outstanding client relationship management skills

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Description

• Monitoring of daily, weekly, and monthly performance objectives, SLA monitoring and reporting.
• Manages the activities and personnel associated with providing technical support to internal and external customers.[SN1] [FS2] 
• Communicate effectively on incidents that cause service disruptions.
• Promote incident prevention and repeat incident prevention through proactive service reviews, relevant business insights and capability building routines and processes.
• Monitor service trends and ensure that effective measures are taken to improve service levels
• Conduct ongoing service reviews against defined standards and parameters with relevant stakeholders including suppliers.
• Collaborate with technical teams to effectively document and store service maps and associated service parameters including all architecture and infrastructure models, service standards and parameters, capacity and capability requirements etc.
• Maintain good relationships with other support leads, channels and product managers. [SN3] [FS4] 
• In addition, handling queries, complaints and suggestions promptly, professionally and in accordance with current Technology practices and procedures
• Own problem management of critical customer incidents, including communications, all related problem management activities and any appropriate escalations.
• Drive service resilience objectives across the business area and show significant improvements in resilience through effective capability and awareness building within and across technology product and service teams[SN5] [FS6] 
• Ensure timely resolution or escalation, communicate promptly on progress, and ensure customers are handled with a professional attitude.
• Analyse performance of Production Support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Perform quality assurance functions. Duties include defining support staff & service desk staff requirements, ticket review and measured feedback (support function KPI’s).
• Participate in leader on-call role.
• Assists with support staff on-boarding.
• Facilitates and participates in employee team meetings.
• Build relationship with country Technology Risk and Compliance team and provide support wherever required.
• Ensure that processes and controls are executed in daily work and understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
• Test a sample of activities on a weekly basis by reviewing documentation and checking work completed by team members to see if control requirements are being adhered to. Coach the team members on areas for improvement and highlight major failures to the manager of the area
• Provide evidence/supporting documents to auditors or management assurance consultants during formal reviews
• For identified losses, support in gathering of logs or information that will aid in the logging of the risk and loss events.
• Make team members aware of all changes to policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date. Ensure that team members read circulars that are relevant to the area and answer questions they may have.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets[SN7] [FS8] 
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.

Qualifications

• Bachelor's Degree in IT.
• ITIL V3+ certification required
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support center environment or equivalent work experience.
• Must have hands on practical experience utilizing ITSM tools like Service NOW, Zendesk, Solarwinds in a tech support function.
• Min 5+ years acting in a lead/supervisor/management capacity.
• Must have extensive experience in service KPIs and metrics.
• Strong negotiation and influencing skills.
• Experience in application system administration skills and certifications for example: linux, oracle, ITIL, WebLogic, WebSphere, Java, sql, Window PowerShell, C++ and other related certifications.
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Solid experience in problem analysis and resolution of software problems, proven ability to function in a self–directed environment.
• Outstanding client relationship management skills.
• Must be detail oriented and able to document technical issues effectively, and accurately.
• Experience working in a matrix environment with cross border accountabilities.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills