Equity Bank Payments Back-End Support Specialist Jobs in Kenya
Equity Bank Payments Back-End Support Specialist Jobs in Kenya
DescriptionEnsure timely resolution or escalation of incidents, communicate promptly on progress, and ensure customers are handled with a professional attitude.
Own problem management of critical customer incidents, including communications, all related problem management activities, and any appropriate escalations.
Build effective relationships with key internal business, operations, IT, product, design, and external partner teams.
Retrieval of system and application logs and interpretation.
Creating and running SQL queries to provide requested data or solution.
Be familiar with the enterprise system architecture such as databases, managed servers, mobile applications.
Stakeholder Management: strategy, tactical execution, communications, etc. Work collaboratively with, Product owners and other key stakeholders in the organization.
Relaying application functionality feedback from colleagues and clients engaged (SN1) (FS2) to IT developers.
Providing customers with step-by-step guidance to resolve technical problems.
Work closely with Technical Product Managers across all products and channels capabilities to prioritize initiatives(SN3) (FS4) , share insights on customer demands, identify opportunities for teamwork.
Serve as a subject matter expert to the technical and developer community(SN5) (FS6) .
For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could have solved this incident and provide key details for such improvements to appropriate Service Desk Analysts.
Assess and address all delivery risks.
Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets
Responsible for driving own Performance Development, collating relevant documentation, preparing for, and arranging reviews.
Participate in Change Control meetings to assess changes (SN7) (FS8) from an availability perspective.
Identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
Undertake all necessary training in order to perform the role to the required standards,
including gaining accreditation where appropriate
Understand and apply existing best practice frameworks to assist in the implementation of identified subject matter processes and standards.
Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
(SN1)Which customers?
(FS2)Internal and external, depends on the engagement assigned
(SN3)Are they assigned on projects??
(FS4)Yes
(SN5)Why?
FS6)For collaboration and sharing knowledge on how the products works.
(SN7)Is this part of their role?
(FS8)Removed authorize as this is not their role
Qualifications
Bachelor's Degree in IT
ITIL V3+ certification is preferred.
10+ years of experience in the Banking/Financial Industry.
Strong understanding of banking products and operations.
8+ years of experience in a technology service/support center environment or equivalent work experience.
Must have hands on practical experience utilizing ITSM tools like Service NOW, Zendesk, Solarwinds in a tech support function.
Supervisory experience preferred.
Must have extensive experience in service KPIs and metrics.
Strong negotiation and influencing skills.
Experience in application system administration skills and certifications in various environments (e.g. linux, Window PowerShell) and applications (e.g. Oracle, WebLogic, WebSphere, Java , ANSI SQL, .Net, JS etc.)
Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
Excellent written and verbal communication skills.
Solid experience in problem analysis and resolution of software problems, proven ability to function in a self –directed environment.
Outstanding client relationship management skills
How to Apply
For more information and job application details, see; Equity Bank Payments Back-End Support Specialist Jobs in Kenya
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