The IT Support Operations Officer role is responsible for the provision of ICT support to the Core Banking Systems and other Business systems by providing technical assistance, analysis and solutions to issues reported or escalated from the service desk and the Daily COB (Close of Business) activities are performed across all Core Banking platforms as per the documented procedures.
The role applies incident and problem management processes to provide resolution to incidents or appropriate workarounds for problems while seeking to proactively and continuously improve support to the bank’s internal and external customers.
KEY ACCOUNTABILITIES (Duties and Responsibilities)
Daily COB Services – 30%
To execute all Daily COB (Close of Business) activities performed across the Core Banking Systems as per the documented procedures.
Incidents Management – 30%
To provide 2nd Level Support and ensure the resolution of service incidents escalated to the Support Operations Team, and/or provision of appropriate workarounds for incidents escalated as problems within the agreed SLA.
Problem Management – 20%
- To escalate problems and continuously engage with the 3rd level and/or 3rd party support vendors to ensure timely resolution of all escalated system faults/bugs on the Core Banking and other Business Systems.
System Administration – 15%
- Perform day-to-day administration duties across the Core
- Banking and Business systems platforms so as to ensure system stability and consistent levels of service delivery.
- System Reporting 5% Analysis, design and generation of various reports in anaccurate manner and distribute in an effective and timelymanner. development initiatives that will grow the team’sknowledge and skills.