Officer, Application Support at Ecobank Nigeria

Job Description

• The other application Support Team is responsible for performing operational support duties of these applications: Kastle, Calypso, HRhub, CRM, Eximbills, Moodys, e-statements/e-alerts, E[1]learning (VBI), EJournalDB, Taleo, SAGE, AIMS, ETES, CreditPlus, SYSAID, Prime, EDC-Suite, Ariba. 
• The incumbent will assist the Applications Operations Manager as directed; provides a full range of professional, technical, and general support to internal customers and external customers; will perform customer setups; respond to telephone and e-mail inquiries; monitor product usage and system operation; resolves problems within given authority. Help in the coordination and support of audits and examinations. Perform a variety of routine daily tasks; review reports, prepare correspondence; and participate in special department projects.

The incumbent is to own all aspects of production management for the following applications: 

• Kastle (2) Calypso (3) HRhub (4) CRM (5) Eximbills (6) Moodys (7) E-statements (8) E-alert (9) E-learning (VBI) (10) E-journal (11) Taleo (12) SAGE (13) AIMS (14) ETES (15) CreditPlus (16) SYSAID (17) Prime (18) EDC-Suite (19) Ariba.
• Providing 24 x 7 production support coverage on a rotating basis with primary hours being Mon–Fri 5:30 AM-10:00 PM GMT (Weekends required on a rotational basis).
• Proactively manage, measure and track customer support cases to ensure their timely resolution.
• Provide timely status updates, root-cause analysis and resolution strategies.
• Recognize and resolve systemic issues to prevent them from repeating.
• Document, track, and support compliance with Service Level Agreements.
• Actively contribute to Knowledge Database to ensure that it is up to date.
• Ensure SYSAID Ticket is accurate and regularly updated (statuses, owners, root cause, resolution details and other relevant information.
• Document controls and develop procedural and training materials and workflows for applications stated above.
• Develop proactive processes designed to alert/eliminate issues before they escalate in priority or business impact.
• Identify areas where efficiencies can be gained using proactive approach through collection and analysis of metrics.
• Coordinate and perform implementation steps as prescribed in documented plans for system changes, upgrades, installations, and outages and follow all change management guidelines.

Professional Development 

• A willingness and capacity to become better equipped to perform job responsibilities by transferring new knowledge and skills gained through training and personal research efforts to the workplace 

Communication Skills

• Facilitates team and client meetings effectively.
• Delivers engaging, informative, well-organized presentations.
• Understands how to communicate difficult/sensitive information tactfully.

Technical Understanding

• Broad understanding of Application components and sub systems.
• Good overview of System Architecture.
• Possesses general understanding in the areas of systems, applications, and system design.
• Understands Internet, Intranet, Extranet and client/server architectures.
• General overview of emerging Technologies and cloud-based services.

Organizational Compliance

• Ensure adherence to correct identification procedures and confidentiality of information hat conform to the requirements of the Ecobank when accessing customer details.
• Ensure sound operational knowledge of Financial regulatory requirements including (but not limited to), Financial Services Act.

Experience & Qualifications

• University degree in Computer Science or Engineering
• A degree in Science or Social Science with minimum of 2 years’ experience on same job

Specific Job skills

• Ability to actively drive problems to resolution.
• Ability to create and drive a strategy to address customer issues.
• Ability to own issue resolution, root cause analysis and remediation.
• Sound decision making and critical thinking skills.
• The ability to mentor and coach team members.
• Expert organization and prioritization skills
• Strong overall knowledge of browsers and internet technologies including web server technologies such as MS IIS, Weblogic
• Familiarity with online banking applications accessed via browser and mobile (phone and/or tablet) channels.
• Familiarity with networking concepts and components (firewall, router, switch etc.)
• Familiarity with software development life cycle, code management concepts and release best practices.
• Familiarity with mobile voice and data technologies.
• Understanding of database concepts and function (e.g., SQL query)
• Knowledge of Microsoft Server Operating Systems (Windows Server 20XX)
• Ability to develop thorough knowledge of supported applications and understanding of how application functionality relates to the underlying platform technologies.
• Awareness of Security issues pertaining to web-based applications.
• Ability to concisely document and communicate problem/resolution and information/action plans.
• Demonstrate the ability to always remain calm and professional and especially in escalated situations.
• The ability to credibly communicate technical detail regardless of level of expertise.
• Ability to work a flexible schedule, night shift, swing shift, weekend shifts and holidays may be required.