To provide specialist advice & support to elicit, analyse, digital Wallet processes, policies & information systems, through the execution of predefined objectives as per agreed (SOPs).

Drive convergence of technologies, ensure delivery of technology projects associated with Applications and liaise and negotiate with internal customers and technology vendors.

Job Description

Accountability: Service (Applications) Availability

The prime responsibility is for maintaining the availability and reliability of Digital Wallet applications to ensure that IT can effectively meet service targets in accordance with planned business objectives for the service.

The accountability also has a responsibility of analyzing existing application availability issues and problems to determine ways to improve availability at acceptable cost levels.

The accountability has a responsibility to determine availability requirements for new applications or enhancements to existing applications.

Key Activities

• Apply relevant research methodologies, tools, and techniques to gather information effectively and purposefully
• Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
• Deliver IT Digital analysis services as per agreed performance contract
• Understand and apply existing best practice frameworks to assist in the implementation of identified subject matter processes and standards.
• Identify and recommend new innovative ways of achieving quality results
• Optimize the availability of the IT infrastructure to deliver cost effective improvements that deliver tangible benefits to business units and customers
• Provide a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis
• Provide holistic management of availability that includes people and processes as well as technology
• Take actions to achieve reductions in frequency and duration of incidents that impact Digital Wallet availability
• Ensure shortfalls in Digital Wallet availability are recognized and appropriate corrective actions are identified and progressed
• Create and maintain a forward-looking availability plan aimed at improving the overall availability of IT services and infrastructure components to ensure that existing and future availability requirements can be met
• Provide regular reports on availability to Technology management and respective business partners
• Organize and maintain a regular availability review process with both key business and IT representatives
• Initiate and coordinate actions required to maintain or improve availability of applications
• Act as a coordination point for changes to availability levels of applications when needed
• Establish measures and reporting that reflect business, user and IT support requirements with regards to application availability
• Participate in Change Control meetings to assess and authorize changes from an availability perspective
• Assist in SLA negotiation efforts from an availability capability standpoint
• Define the key targets of availability required for the applications and their components that underpin a new or enhanced IT application as the basis for an SLA agreement
• Analyze and review actual availability levels achieved against SLAs and OLAs
• Maintain an awareness of technology advancements and best practices that support application availability

Accountability: Test Management

Responsibility is to ensure that proper testing occurs for all Digital Wallet changes released into the production environments

Key Activities

• Work closely with Release Analysts
• Review releases and assign appropriate release testing tasks
• Compile and review the Testing Deliverables
• Conduct installation procedure tests
• Participate in functional, performance, and integration testing results
• Coordinate user acceptance testing
• Coordinate back out testing
• Conduct supporting documentation review
• Compile test results
• Conduct release test review
• Coordinate post release testing
• Validate and communicate results of testing activities

Accountability: Business Liaison

Single point of contact for one or more business units to represent IT Digital Wallet services.

Key Activities

• Identify service needs for the Business Units represented to IT
• Escalate Business unit service issues to the Service Manager
• Communicate service status on service issues to the Business Unit
• Assist in SLA negotiation efforts with Business Unit(s)
• Report on quality of services rendered to Business Unit(s)

Accountability: Risk Management

• Build relationship with country Technology Risk and Compliance team and provide support wherever required.
• 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.

Accountability: People Management

• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Establish and maintain a succession plan for the team.
• Approve leave requests for team members and create leave plan to ensure adequate coverage.
• When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
• Resolve grievances rose by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance Accelerator programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognised.
• Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team.

Education And Experience Required

• Undergraduate or higher in Computer Science or any other Technology related field.
• Software development experience
• ITIL Certification or Equivalent
• Architecture Framework Certification (e.g. TOGAF The Open Group Architectural Forum 8.1).
• 7 years minimum IT experience
• Experience in mobile financial services from either Telco or Financial Institution companies.

Subject Matter Expert Qualifications

• Dev Ops Certification
• Agile and Scrum master Certification will be added advantage
• ITIL Certification
• Minimum 7-10 years’ experience in IT exposure
• Minimum of 2 year service management experience

Knowledge & Skills: (Maximum of 6)

• Translate Bus Requirements to Tech Solutions (Solid)
• Software development skills (Solid)
• Negotiation Skills (Solid)
• Strategic Thinking (Solid)
• ITIL - Governance Framework (Solid)
• Communication Skills (Written and Verbal) (Solid)
• Subject matter expertise (Solid)
• Understand the IT service delivery within a corporate environment (Advanced)
• Conceptual thinking skills (Solid)
• Ability to analyse, make decision and initiate act (Solid)

Competencies: (Maximum of 8 competencies)

• Agile ways of working (Meets all the requirements)
• Business Analysis (Meets all the requirements)
• Commercial mindset - (Meets all the requirements)
• Creative and innovative thinking (Meets all the requirements)
• Openness to change (Meets some of the requirements and would need further development)

Education

Higher Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)