Team Lead, End User Support at First Bank

Job Objective(s)

• To ensure Optimal Utilizations of Our Alternative Delivery Channels Particularly ATM/POS by Our Esteem Customers and by Extension Increase The bottom-line
• Coordinate the provision of adequate first level support to users of ATMs and POS
• Manage the ATM/POS Support team and drive performance against agreed Service Level Agreements (SLA’s)

Duties & Responsibilities

• Support, Direct, Investigate and Follow Up on Branches on ATM/POS Related Issues
• Evaluate and Ensure the Implementation of Corrective Measures to Exceptions Raised by The Control Functions of the Bank
• Manage the ATM Vendors and The POS PTSPs in Compliance with The Agreed Underpinning Contracts
• Manage the Deployment of New Solution on The ATMs
• Provide Regular Performance Reports and Analysis of ATM and POS
• Ensure ATM/POS are Compliant with Regulatory requirements and other exceptions raised
• Oversee daily ATM Support operations such as logging and capturing of custodians’ requests and ensuring the provision first level incident and problem-solving support
• Manage the escalation of issues for resolution at appropriate levels
• Establish a system to collate, categorize, and track questions and problems on ATM & POS
• Monitor and track incidents reported to the service desk to the point of resolution.
• Coordinates the Preventive Maintenance of ATM in quarterly basis.
• Coordinate quarterly evaluations of vendors’ performance.
• Prepare vendors penalty and apply same quarterly where SLA is not met
• Liaise with the user support teams, and second line support teams to ensure an efficient, seamless and cost-effective approach to support
• Identify, propose and participate in the implementation of new services based on trends, internal demand (e.g. business plans) and external demand (e.g. regulatory requirements)
• Assist effort to define service levels for ATM services in the IT service catalogue (SLAs, OLAs, etc.)
• Approves decommissioning and activation of new ATMs.
• Approves deletions of decommissioned ATMs from FEP.
• Direct, coordinate the provision of images and journals for CBN compliance
• Monitors the ATM performance dash board and directs the resolution of offline issues
• Continuously monitor and report service levels on ATMs to ensure responsiveness to users and customers.
• Coordinates the implementation of new upgrades on ATMs to avoid banks’ exposure.
• Monitor staff performance and align with banks goal.
• Provide daily and weekly service desk reports highlighting issues and risks
• Ensures that international standards on ATMs are maintained at all-time like PCIDSS.
• Monitor help desk incident reports against ATMs and statistics to identify trends.

Qualifications
Education:

• Minimum of a First Degree or its equivalent in a Business / IT related discipline
• Masters, MBA or a recognized professional certification will be an added advantage.

Experience:

• Minimum of 7 years of experience  in an IT services/ operations function
• Minimum of 7 years of management experience.