PRINCIPAL ACCOUNTABILITIES
   Continuous update of Standard Operating Procedure and Ensure process discipline for Central Support
   Ensure all  Flexcube Technical Support issues are promptly attended
   Ensure all incidents , requests, problems, work order  tickets are closed within SLA
   Demonstrates flexibility by applying key skills in a variety of areas; quickly adapts to new learning situations and environments; demonstrates agility and responsiveness in both crisis and non-crisis situations.
   Ensure the provision of client service is maintained at the highest level through maintenance of reliable, timely and secure systems with down time kept to minimum and system users are provided with assistance, support and mentoring to develop problem solving skills, ensuring member service excellence.
   Assist in the identification and creation of process test scenarios.
   Ensure applications CONTROLS are maintained at maximum level to ensure the integrity is uncompromised and regular and comprehensive control checks are performed.
   Develop, manage and maintain an Exceptions Report when breaches of system controls occur.
   Using approved management methodology, manage and monitor the capabilities of core systems to the standard of Business as Usual (BAU)
   Follow approved escalation procedure and ensure approved change management processes are followed with efficient participation in the final approval of the go live functionality of any new module.
   End to End Handing of Flexcube application production issues from ticket assignment including Issues analysis, Code fix, SIT Testing, UAT Test planning (Scope , duration),UAT support for user, Source promotion to production.

   Providing 24 x 7 production support coverage on a rotating basis with primary hours being Mon–Fri 5:30 AM-10:00 PM GMT (Weekends required on a rotational basis).

   Testing and deployment of the software fixes and minor/major releases received from Oracle Support team within given authority.

   Participate in the business analysis team/s during requirements analysis and GAP study for implementation of ORACLE FLEXCUBE upgrade for the Group.

   Participate in parameterization and testing of the software by the Business Units (including new branch creation, new/modification product setup, GL setup/cleanup).

   Prepare Documentation related to the business requirements, solutions and functional specifications.

   Provide assistance to the team onsite/offshore technical consultants to understand the business needs of the bank and convert them into solutions.

   Document, track, and support compliance with Service Level Agreements.

   Help our customers to understand FLEXCUBE solutions and features and translate them into workable solutions for the customer’s business needs.

   Provide assistance to the resolution of Balance mismatches and GL differences.

   Ensure Remedy Ticket is accurate and regularly updated (statuses, owners, root cause, resolution details and other relevant information.)

   Execute Scheduled Tasks and Intra Day Application Health checks.

   Service Management and proper service Classifications

   Ability  to coordinate FCUBS and it components  movement from one data center to another.

Professional Development

•   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.
•   Acquire relevant skills from Oracle Financial Service Support for Ecobank Users and Other paying customers
•   Knowledge base development and Process Automation

Communication Skills
•   Facilitates team and client meetings effectively.
•   Delivers engaging, informative, well-organized presentations

Technical Understanding
•   Broad understanding of FLEXCUBE Architecture ,components and sub systems.
•   Possesses general understanding in the areas of systems, applications, and system design.
•   Good Understands ISO Messaging Standard
•   General overview of emerging Technologies and cloud based services.
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

   Understanding of Banking Operations (Domestic and International Operations)
   Effective Listening
   Understanding of Basic Accounting.
   Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution with ability to perform root cause analysis.
   Ability to differentiate between software bugs and incorrect configuration or platform related issues.
   Ability to create and drive a strategy to address customer issues
   Good exposure to FLEXCUBE corporate database and application architecture.
   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
   Understanding of basic Unix/Shell scripting commands.
   Expert organization and prioritization skills
   Strong experience with application support, configuration, and troubleshooting.
   Experience working with integration technologies such as Web Services, JMS
   Good programming skills in Java, SQL, PL/SQL, Forms and Reports.
   Familiarity with software development life cycle, code management concepts and release best practices.
   Understanding of database concepts and function (e.g. SQL query)
   Knowledge of Microsoft Server Operating Systems (Windows Server 20XX)
   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 Flexcube 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 may be required.