Job Purpose

Job Posting Service

Responsible for providing second-level support for all Self-Service and Digital Channels systems, ensuring smooth day-to-day operations and timely escalation to third-level support where necessary. The role covers a wide range of digital platforms including Internet Banking, SimBanking (USSD and Mobile App), FAO, Smart Branch, TMS, SimAccount, Agent Banking, SMS Services, and Enterprise Service Bus (ESB) integrations with both internal and external systems, as well as any other customer-facing self-service solutions.

Principle Responsibilities

Qualifications Required

• Bachelor’s degree or equivalent in Computer Science, Software Engineering, Telecommunications Engineering, Electrical Engineering, or any other relevant ICT discipline from an accredited institution.
• At least one professional certification in IT Service Management (e.g., ITIL).
• Minimum of 3 years’ experience in an ICT-related role, hands-on experience supporting Self-Service and Digital Channels within organizations of similar size and complexity.
• Proven ability to work effectively in a dynamic, fast-paced, and collaborative environment.
• Strong technical understanding of Digital Channels platforms and solutions.
• Knowledge in people management and leadership principles, with the ability to guide, motivate, and support team members.
• Proficiency in operating systems such as Windows and Linux.
• Strong SLA management and ability to effectively engage and collaborate with vendors, contractors, and key stakeholders.
• Strong interpersonal and communication skills, with the ability to engage effectively across technical and non-technical teams.

• Provide technical support and continuous monitoring for all Digital Channel systems.
• Offer 24-hour on-call support and oversee day-to-day system operations.
• Document, review, and analyze technical specifications for system changes, improvements, and projects.
• Evaluate updates, conduct testing, and implement system changes or enhancements in line with the Change Management Policy.
• Execute system integration testing and support the deployment of upgrades, hotfixes, and patch releases.
• Coordinate vendor interventions to ensure timely issue resolution and system stability.
• Communicate effectively with all key stakeholders regarding system performance, incidents, and changes.
• Provide end-user support by investigating, troubleshooting, documenting, and resolving hardware and software issues.
• Configure hardware, digital systems, services, settings, directories, and storage in accordance with organizational standards and project or operational requirements.
• Perform daily system monitoring, ensuring the integrity and availability of hardware, server resources, systems, and critical processes; review logs and verify completion of scheduled jobs such as backups.
• Conduct backup operations, ensuring all required file systems and data are successfully backed up to the appropriate destinations.
• Perform regular file archival and purging as required.
• Restore services after hardware or software failures, coordinating closely with affected users.
• Work effectively as a team player and demonstrate the ability to operate with minimal supervision.
• Identify and champion innovative solutions, proactively assessing the impact of changes and implementing interventions to mitigate potential risks.

• Strong technical understanding of Digital Channels platforms and solutions.
• Proficiency in operating systems such as Windows and Linux.
• Strong SLA management.
• Strong interpersonal and communication skills.

• Bachelor’s degree or equivalent in Computer Science, Software Engineering, Telecommunications Engineering, Electrical Engineering, or any other relevant ICT discipline from an accredited institution.
• At least one professional certification in IT Service Management (e.g., ITIL).