II. JOB PURPOSE
The Digital Systems Support Team is responsible for performing BACKEND operational support duties of the digital application  landscape and ecosystem.
FULL operational support duties for Ecobank digital services. Use AI tools to do root cause analysis, trace back information to identify why a problem occurred. Design and implement monitoring for services using AI tools. Assists the Applications and End Users as directed; provides a full range of professional, technical and general support to internal customers and external customers; performs customer setups; responds to telephone and e-mail inquiries; monitors product usage and system operation; resolves problems within given authority. Helps in the coordination and support of audits and examinations; Provides assistance in training Bank personnel on the features and benefits of the mobile app products and services. Performs a variety of routine daily tasks; reviews reports and logs, prepares correspondence; and participates in special department projects.

The role is part of a Run the Bank team and therefore is expected to positively impact the overall delivery of information technology services as part of the technology team’s mission.
III. PRINCIPAL ACCOUNTABILITIES
   Minimize the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents.
   Reduced count of Incidents Raised by Known Errors.
   Collaborate with cross-functional teams to identify automation and optimization opportunities.
   Design and implement automated workflows to enhance system performance and reduce downtime.
   Design and implement monitoring for services using AI tools (Dynatrace)
   Own all backend aspects of production management for the digital platforms
   Own all aspects of production management for the following applications: (1) Digital Systems Application Servers , (2) Digital Systems Application databases (3) and all other related Digital systems
   Providing 24 x 7 production support coverage on a rotating basis with primary hours being Monday–Sunday
   Proactively manage, measure and track customer support cases to ensure their timely resolution.
   Provide timely status updates, root-cause analysis and resolution strategies.
   Use AI tools to do root cause analysis, trace back information to identify why a problem occurred.
   Document, track, and support compliance with Service Level Agreements.
   Actively contribute to Knowledge Database to ensure that it is up to date.
   Ensure Remedy Ticket is accurate and regularly updated (statuses, owners, root cause, resolution details and other relevant information.)
   Document controls and develop procedural and training materials and workflows for Mobile App applications.
   Develop proactive processes designed to alert/eliminate issues before they escalate in priority or business impact.
   Identify areas where efficiencies can be gained using proactive approach through collection and analysis of metrics.
   Coordinate and perform implementation steps as prescribed in documented plans for system changes, upgrades, installations and outages and follow all change management guidelines.

Professional Development

A willingness and capacity to become better equipped to perform job responsibilities by transferring new    knowledge and skills gained through training and personal research efforts to the workplace.

Communication Skills
Facilitates team meetings effectively.
Deliver engaging, informative, well-organized presentations
Understands how to communicate difficult/sensitive information tactfully.

Technical Understanding
•   Broad understanding of Linux , MySQL , MSSQL , Oracle Databases, PhP , Weblogic , ESB ,FLEXCUBE and Mobile Applications.
•   Hands on implementation with Ansible
•   Good working knowledge of Dynatrace
•   Hands on scripting with bash, perl, python
•   Good knowledge of IaaS, PaaS and SaaS
•   Good overview of System Architecture.
•   Possesses general understanding in the areas of systems, applications, and system design.
•   Understands Internet, Intranet, Extranet and client/server architectures.
•   General overview of emerging Technologies and cloud-based services.
•   General overview of cloud native technologies like Kubernetes, Docker, microservices, Jenkins, Puppet, etc

Organisational Compliance
Ensure adherence to correct identification procedures and confidentiality of information   that conform to the requirements of the Ecobank when accessing customer details.
Ensure sound operational knowledge of Financial regulatory requirements including (but not limited to), Financial Services Act.

IV. JOB SKILLS/EXPERIENCE

•   Managing cases, requests and enhancements using documentations tools and processes.
•   Improve the applications interfaces and interactions.
•   Evaluate and tests new add-ons according to business and functional requirements.
•   Perform API level testing, system testing, and UI testing.
•   Communicate significant issues or developments identified during quality assurance activities and provides recommended process improvement to the direct report.
•   Prepare weekly reports on outstanding issues and quality assurance activities.
•   Contribute towards development and design of mobile applications and its features.
•   Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times.
•   Problem determination, workaround resolution, root cause analysis, major incident management.
•   Deployment of service releases, patches, requests and customizations.
•   Create productive relationships with and between key stakeholders.
•   Ability to actively drive problems to resolution
•   Ability to create and drive a strategy to address customer issues
•   Ability to own issue resolution, root cause analysis and remediation
•   Sound decision making and critical thinking skills
•   The ability to mentor and coach team members
•   Team management and show leadership.
•   Expert organization and prioritization skills
•   Strong overall knowledge of browsers and internet technologies including web server technologies such as MS IIS, Weblogic, Java,PHP etc
•   Familiarity with online banking applications accessed via browser and mobile (phone and/or tablet) channels.
•   Familiarity with networking concepts and components (firewall, router, switch etc.)
•   Familiarity with software development life cycle, code management concepts and release best practices.
•   Familiarity with mobile voice and data technologies.
•   Understanding of database concepts and function (e.g. SQL query)
•   Knowledge of Microsoft Server Operating Systems (Windows Server 20XX), UNIX and LINUX
•   Ability to develop thorough knowledge of supported applications and understanding of how application functionality relates to the underlying platform technologies.
•   Awareness of Security issues pertaining to web based applications.
•   Ability to concisely document and communicate problem/resolution and information/action plans
•   Demonstrate the ability to remain calm and professional at all times and especially in escalated situations.
•   The ability to credibly communicate technical detail regardless of level of expertise.
•   Ability to work a flexible schedule; night shift, swing shift, weekend shifts and holidays is always required