To ensure the availability of all MIS applications, user support and training, system maintenance and support, Help Desk management, the documentation and implementation of Information and data related policies and providing the technical lead in IT Applications projects. The role is also responsible for installing, upgrading, maintaining, repairing, and supporting server and desktop hardware, Networks, Emails, Channels, Operating Systems, and data centre operations.
Key Accountabilities (Duties and Responsibilities)
Financial 10%
• Ensure that all MIS and Applications in use by the Bank keep pace with technological innovations and developments as a way of protecting investment in technology.
• Ensuring that security and IT controls are maintained and adhered to across all Bank MIS and Applications to prevent financial losses.
• Ensure proper and accurate setup of fees and charges income across all bank products is maintained on Core Banking to avoid income leakage.
Customer 10%
• Minimise and control customer attrition by ensuring a 24/7 availability of the Bank’s MIS and Application Systems, including Core Banking System, Clearing System, Payment Systems (SWIFT, RTGS), Treasury Systems, Online Banking, Mobile Banking etc
• Monitor and manage service user complaints especially those related to MIS, Application Systems and Customer facing systems.
• Manage & improve relationships with both internal and external customers by ensuring regular communication and feedback on IT related issues resolution.
• Review and Monitor Service Level Agreements with both internal customers and service partners to ensure a high quality service delivery.
Internal business processes 70% Information Systems/ IT Applications & Policy Management
• Manage Information Systems projects through installation and implementation and ensure rollout of the IT Applications to all service points.
• Assess needs, define standards of service and recommend external and internal support level agreements and contracts required to deliver an effective IT service.
• Review and monitor monthly the performance of internal SLAs and escalate any issues
Enterprise Applications Availability, Support & Administration
• Ensure that all MIS applications are available to users, and that the setup, configuration, administration, upgrade and maintenance of these systems is properly managed and that policies are adhered to.
• Provide technical and Functional support for all MIS applications including the core banking system (T24), Clearing System (Cheque Point), Calypso, SWIFT, Online Banking Systems, Card systems etc
• Carry out Close of Business (COB) processes and provide bank performance reports in the period, format, timeline and circulation required.
• Assist in preparation of daily, weekly, monthly or quarterly management reports as may be required to facilitate policy formulation and decision making.
• Monitor and ensure successfully backups of databases and MIS systems within the Bank.
• Assist the maintaining a software and hardware Inventory including License information for All Bank Applications, SSL certificates, Microsoft Applications.
Database Support, Administration & Business Continuity
• Ensure that the systems are correctly installed and that the database systems have recoverability, integrity, security, availability and perform optimally.
• Install, upgrade and test new versions of DBMS and MIS software before they are setup in a production environment.
Learning and growth 10%
• Ensure achievement of at least 40 hours of learning/training for self through E-learning, Internal & External training activities.
• Continuous professional development.
Job Specifications
Academic qualifications:
Bachelor’s degree in Information Systems, Information Technology, Computer Science
Professional training:
• Training and certification MDBA, OCA, OCP
• Project Management Skills
Desired work experience:
• 1.5 to 3 years’ experience in Application support in medium to large organizations and or banking or Financial service organization would be an added advantage
• Hands on and practical knowledge in use of RDBMs e.g. Oracle, MS SQL
Job Dimensions
Direct Reports NIL
Indirect Reports Outsourced partners/Vendors
