IT Support Officer Job Vacancies at CRDB Bank

Job Purpose

Responsible for support and maintenance of Core Banking System applications and provide instant support to users and third parties to ensure systems availability in supporting banking operations. The Officer will also support user acceptance testing, system changes deployments and system health checks to ensure optimal performances.

Principle Responsibilities

  • Effectively manage Core Banking systems administration such as FBE, Teller Portal, Hunting Portal and SMS Service.
  • Monitoring, integrations and provide 1st level support to internal customers for all Digital Channels and peripheral systems.
  • Participate and or support initiatives or projects which involves or integrates with Core Banking Systems.
  • Provide 24 hour on call support and day-to-day support of these systems.
  • Review updates, test and implement changes and/or enhancements in compliance with the Change Management Policy.
  • Participating in integration testing projects with third parties
  • Responsible for initial tickets, emails assessment, assignment to L2 engineers, prioritization and following up for resolution of all the issues raised to ICT by internal and external customers, third parties and partners.
  • Perform service requests in relational to Access Management tasks (creation of new user IDs, assign access rights to users, resetting users’ passwords, activating user IDs, disabling user IDs, etc) in accordance with relevant Access Management processes in line with SLAs.
  • Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams and stakeholders (internal and external) with respect to service performance and availability, including Branches, Business units, Aggregators, MNOs, third parties, who are linked to the Bank’s payment systems among others.
  • Work with internal and external technical and service teams to create and/or update knowledge base articles.
  • Monitor and providing report daily, weekly and monthly on components and services availability, capacity, and performance metrics, including trends analysis.
  • Perform any other duty as assigned by the Manager/Supervisor.
  • Effectively manage Core Banking systems administration such as FBE, Teller Portal, Hunting Portal and SMS Service.
  • Monitoring, integrations and provide 1st level support to internal customers for all Digital Channels and peripheral systems.
  • Participate and or support initiatives or projects which involves or integrates with Core Banking Systems.
  • Provide 24 hour on call support and day-to-day support of these systems.
  • Review updates, test and implement changes and/or enhancements in compliance with the Change Management Policy.
  • Participating in integration testing projects with third parties
  • Responsible for initial tickets, emails assessment, assignment to L2 engineers, prioritization and following up for resolution of all the issues raised to ICT by internal and external customers, third parties and partners.
  • Perform service requests in relational to Access Management tasks (creation of new user IDs, assign access rights to users, resetting users’ passwords, activating user IDs, disabling user IDs, etc) in accordance with relevant Access Management processes in line with SLAs.
  • Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams and stakeholders (internal and external) with respect to service performance and availability, including Branches, Business units, Aggregators, MNOs, third parties, who are linked to the Bank’s payment systems among others.
  • Work with internal and external technical and service teams to create and/or update knowledge base articles.
  • Monitor and providing report daily, weekly and monthly on components and services availability, capacity and performance metrics, including trends analysis.
  • Perform any other duty as assigned by the Manager/Supervisor.

Qualifications Required

  • Bachelor’s Degree in Computer Science, Information Technology, or their equivalent from an accredited institution.
  • At least 1- year experience working in IT environment will be an added advantage
  • Basic knowledge in Networking (OSI network layers, TCP/IP) & ITIL.
  • Basic Knowledge in database and programming.
  • Experience on system testing and monitoring.
  • Excellence in interpersonal, communication and team skills
  • Strong rapport and relationship building skills
  • Good level of business awareness and problem solving
  • Courtesy and customer focused attitude
  • Team player with a high level of Integrity

CRDB Bank Plc is dedicated to upholding ESG principles and seeks applicants who share this commitment. The bank promotes an inclusive workplace, encouraging applications from women and individuals with disabilities.

It is important to note that CRDB Bank does not charge any fees for the application or recruitment process, and any requests for payment should be disregarded as they do not represent the bank’s practices

Only Shortlisted Candidates will be Contacted.

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