The Channels support specialist – Internet Banking (Cashcloud) is a vital role focused on supporting the business in achieving its goals and objectives through effective and efficient practices for strategic objectives and product support to customers. The specialist is expected to provide the highest level of service to resolve customer issues, restoring them to fully functioning status while simultaneously strengthening the customer relationship.
Key Responsibilities
- Manage open tickets resolution times based on defined Service Level Agreements (SLAs) and manage vendor issues/incidents raised for resolution.
- Perform capacity and performance management for E-banking applications.
- Configure, test, and deploy newly released fixes into User Acceptance Testing (UAT), Pre-production, and subsequent migration to production environments.
- Provide Level 2 support for client-facing application issues raised by Level 1 support analysts.
- Prepare Method of Procedure (MOP) documents and training manuals to be used by Level 1 engineers to troubleshoot and resolve known issues in E-banking applications.
- Maintain system uptime on set standards and ensure proper escalation where required.
- Formulate and validate SQL scripts for generating business reports.
- Drive efforts to proactively identify application or system issues, improving availability and performance.
- Possess in-depth knowledge of code deployments and Software Development Life Cycle (SDLC) processes.
- Maintain personal knowledge of recent environment/software updates to ensure accurate customer communication.
- Document application workflows to create the ability to identify issues at their different layers within the application architecture.
- Participate in training programs to continuously improve product knowledge and service skills.
Core Accountabilities and Deliverables
The role requires the candidate to demonstrate the following competencies:
- Business awareness
- Strong analytical and problem-solving skills
- Excellent planning skills
- High personal standards and goal orientation
- Excellent interpersonal skills
- Excellent and effective communications skills, both orally and in writing
- Strong coaching skills
- Culture sensitivity
Qualifications and Experience
Essential Qualifications and Technical Skills
- Degree in Computer Science, IT, Telecommunications or related qualification.
- Knowledge on E-banking platforms.
- Ability to carry out integrations through completion of System Integration Testing (SIT) and User Acceptance Testing (UAT).
- Ability to work with diverse teams and various stakeholders to accomplish tasks in heterogeneous 24x7 high-availability operations environments, with significant levels of direct customer interaction.
- Knowledge in UNIX and Linux systems support is a MUST. Administration and Linux scripting is an added advantage.
- Solution architecture troubleshooting, performance tuning and problem resolution.
- Knowledge of application server Administration, preferably WebLogic or JBOSS.
- Experience with IT service management (ITSM) and best practices.
- Available to take part in 24 x 7 support coverage roster.
- Programming skills are an added advantage.
- Knowledge in container-based technologies like Kubernetes and experience with Redhat OpenShift is an added advantage.
- Understanding of cloud environments, particularly Azure, AWS.
Experience Requirements
- 2+ years of software development and design experience.
- Good knowledge and experience working with Databases: Oracle PLSQL, MySQL.
- Proficiency in SQL will be an added advantage.
- Experience of developing integrations will be an added advantage.
- Experience in E-commerce integrations will be an added advantage.
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