Job Details

Description

JOB PURPOSE

This role is responsible for ensuring that efficient support and applications availability is upheld for the Loan management and Micro Lending modules of the Bank. Its Core Objective is to continuously improve the landscape and capabilities through automated monitoring and Innovating of new Solutions whilst ensuring adherence to Budget and Performance.

The role entails:

• Providing back-end and frontend administration of the Loan management and Micro lending application services to ensure application stability of Business Systems.
• Applications of system patching to ensure compatibility with the latest patch set.
• Be the lead technical support on LMS and Micro lending services

Under the supervision of the Financial Applications Support Head , the following are among the Job Key Responsibilities:

Core Financial Systems/Application Support:

• Administer Business Applications to support the day to day business operations.
• Provide capability and technical guidance to the 1st line system Support for all issues to ensure continuity for future escalations.
• Implementation of alerts for effective monitoring and management of resource utilization
• Proactively Manage Systems availability and Performance ensuring it stays above prescribed Key Performance Indicators (KPIs).
• Manage application replication into the DR (Disaster Recovery) site to ensure business continuity.
• Provide 2nd Level Fault management of all Incidents and Problems logged through first line Support.
• Drive Technical solutions on All Business Applications to ensure Customer Satisfaction for all Stakeholders is met
• Work directly with Customers and End Users at all levels across the bank on escalated issues in order to quickly resolve issues and manage Customer expectations
• Ensure the Resolution of all queries within the agreed Service Level Agreements
• Implementation of Software Installations, Upgrades, Patches/Fixes, and Maintenances on all Business Applications as in line with the change approval policy.
• Facilitate and Conduct End User Training and workshops on all Business Applications
• Ensure end-user adherence and compliance to processes and procedures for all Business Applications
• Effectively manage the system backup process for all Business Applications
• Ensure Disaster Recovery servers for all the Business Applications are in sync with production servers at all times, to facilitate the smooth switch over in case of unforeseen events on the production environment.
• Work closely with all other Information Technology Team members in resolving reported incidents.

Risk Management:

• Report accurately all risk events within the stipulated time line (i.e. 7 calendar days).
• Identify, Assess, Report and Capture any Risk applicable in the Risk Register.
• Report all emerging Risks and put in place mitigating factors.

Vendor Management:

• Ensuring Internal and External Service Level Agreements with other departments and various 3rd party Vendors/Service Providers are adhered to
• Establish a Penalties System and imbed within the SLA to hold Vendors to be more accountable
• To provide input into the development of SLA’s with the respective Core Financial systems vendors.

INTERNAL/EXTERNAL CONTACT

• External: Vendors, Consultants

• Internal: All internal Business Units

Requirements

QUALIFICATIONS AND EXPERIENCE

• Grade 12 Certificate with Credit or above mandatory in Mathematics and English and any other three subjects
• Bachelor’s Degree in Computer Science, Information Technology or related field
• Certifications in P/SQL will be an added advantage
• Zambia Qualifications Authority (Zaqa) Verification Certificate for Tertiary Qualifications
• Minimum of four (4) years working experience supporting financial/ banking applications.

JOB CORE COMPETENCIES

• Self-starter and self-motivated,
• Clinical and attentive to detail
• Must aspire to a culture of Service Excellence
• Research/ Information gathering skills
• Networking Skills
• Stakeholder Management
• Drive for results
• Excellent Communication, Presentation and Reporting skills.