Job Purpose Statement
• The IT Support Operations Officer role is responsible for the provision of ICT support to the Core Banking Systems, Digital Channels and other Business systems by providing technical assistance, analysis and solutions to issues reported or escalated from the service desk and the Daily COB (Close of Business) activities are performed across all Core Banking platforms as per the documented procedures.
• The role applies incident and problem management processes to provide resolution to incidents or appropriate workarounds for problems while seeking to proactively and continuously improve support to the bank’s internal and external customers.

Key Result Areas
• Perform day-to-day administration duties across the Core Banking, Digital Platforms and Business systems platforms so as to ensure system stability and consistent levels of service delivery.
• Maintain security and adherence to IT controls across all Bank Applications, Digital Channels to prevent financial losses.
• Setup and maintain proper and accurate fees and charges, and ensure that income across all bank products is maintained on Core Banking to avoid income leakage. Monitor and manage service user complaints especially those related to Application Systems, Digital Channels and Customer facing systems.
• Provide 2nd Level Support and ensure the resolution of service incidents escalated to the Support Operations Team, and/or provision of appropriate workarounds for incidents escalated as problems within the agreed SLA. Escalate problems and continuously engage with the 3rd level and/or 3rd party support vendors to ensure timely resolution of all escalated system faults/bugs on the Core Banking and other Business Systems.