Brief Description

Provide Technical & Functional Support of Channel Applications, ESB, API Services and Payment Gateway. Ensure proper closure & resolution of issues Which entails proper call logging, escalation & follow through to completion on these systems within the defined Service Level Agreements. Make recommendations for procedure modifications or improvements that would aid in the flow of business operations.

Key Roles:

• Provide comprehensive support across all digital channels for Group entities.
• Administer ESB systems, including troubleshooting, installation, user access management, configurations, script corrections, escalations, and coordination with vendors. Additionally, escalate and follow up on unresolved issues with respective vendors.
• Monitor channel availability and performance, taking corrective actions and resolving issues as necessary.
• Prepare related reports on the aforementioned activities, highlighting observations and recommending corrective actions.
• Implement required parameter changes, configurations, and patch deployments based on the approved Change/Configuration Management process.
• Maintain and update technical documentation for assigned channel systems.
• Participate in SIT and UAT exercises as required.
• Adhere to the Bank’s policies and procedures in managing and supporting banking applications.
• Coordinate with vendors to carry out preventive maintenance activities for enterprise systems, ensuring compliance with SLA terms.
• Collate and ensure the completeness of Job Cards during vendor support work.
• Support ICT enterprise-wide BCM and DR drills from a channel perspective.
• Ensure the uptime of services offered through banking channels as per SLA.

Technical Skills

• Proficient in Oracle, SQL, PL-SQL, Java, C++, C#, .NET
• Hands-on experience with ESB systems
• Knowledgeable in Alternate Banking Channels Systems Technical & Functional
• Familiar with UNIX/Linux/MS Windows Server REST, SOAP
• Skilled in programming languages: Java, C++, C#, .NET, JavaScript, PL-SQL, XML, JSON
• Experience with Oracle, SQL databases
• Proficient in web technologies: J2EE, IIS, Apache, AWS
• Knowledge of cloud-based technologies is an added advantage

Education, Training and Experience

• Bachelor’s degree in computer science, Information Technology, or a related field
• Minimum of 4 years of experience in managing and supporting Channels Systems in a banking environment
• Exposure to application support models and emerging technologies across diverse platforms
• Good understanding of banking applications, services, standards, and best practices

Knowledge, Skills and Abilities

• Excellent oral and written communication skills, including documentation
• Stay current with system information, changes, and updates
• Adaptable to various work demands
• Customer handling capabilities
• Ability to work under pressure and multitask
• Flexibility to work in a 24x7 environment
• Analytical, troubleshooting, and problem-solving skills
• Knowledge of banking processes, technologies, and best practices added advantage