• Provide second and third level technical and application support for ATM and card product systems.
• Facilitate performance tuning, application upgrades, documentation, and system optimization to ensure excellent user experience and customer service.

Incident / Problem Management – 40%

• Resolve service interruptions promptly and effectively in accordance with defined SLAs.
• Ensure 24-hour on-call support for the ATM network and central systems, and implement remedial actions to maintain service levels.

Change Management – 10%

• Collaborate with EPM, system vendors, TSYS, Tieto, VISA, MasterCard, EFT Corp, NCR, etc., for escalations, system upgrades, and change requests to meet regulatory requirements.

IT Governance and Security – 10%

• Ensure key system configurations generate and maintain audit trails for changes in sensitive databases.

Business Continuity Management – 10%

• Identify areas lacking disaster recovery (DR), collaborate with IT Infrastructure and Core Systems Manager to implement mitigation strategies, and document DR procedures.

Job Specifications

• A Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of three (3) years of hands-on experience in the installation, configuration, support, and troubleshooting of CMS applications across all layers. Preference will be given to candidates with experience in PRIME and ONLINE systems.
• Experience supporting core banking systems, particularly T24, is an added advantage.
• Demonstrated expertise in supporting banking channels such as mobile banking, internet banking, and ATMs.
• Proficient in SQL scripting.
• Strong background in systems analysis, design, implementation, and support.
• Working knowledge of PCI-DSS and other card industry security standards.
• Solid understanding of banking operations, business unit processes, and business impact analysis.
• Proficient in operating systems, especially Linux, UNIX, and Microsoft platforms.
• Familiarity with Host Security Modules (HSMs).

Technical Competencies

• In-depth understanding of card industry standards and operations, including PCI-DSS compliance.
• Strong technical skills in supporting card systems, business systems, and ATM products to ensure high-quality service delivery.
• Ability to design and guide application architecture in alignment with enterprise architecture standards.
• Sound knowledge and application of banking policies, procedures, and compliance requirements.
• Capacity to ensure that all managed application platforms remain current with technological advancements to safeguard IT investments.
• Ability to define, analyze, plan, measure, and enhance the availability of payment systems, ensuring they meet agreed service availability targets.

Behavioral Competencies

• Excellent interpersonal skills for effective communication and stakeholder management, both internally and externally.
• Self-driven with the ability to foster open communication, teamwork, and a customer-centric culture.
• A collaborative team player capable of working independently with minimal supervision.
• Adaptability to evolving systems, technologies, and procedures.
• Strong planning and organizational skills to manage tasks and deliverables efficiently.
• High attention to detail and commitment to quality, ensuring consistently high standards in task execution.