Parkway is a leading financial technology provider creating modern banking experiences, proudly developed by Africans and delivered through Africa’s leading banks to businesses and individuals across the continent.
Parkway provides simple, intuitive, end-to-end corporate, retail and transaction banking solutions. Our core platform and service offering...
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Manages the risk of operating the service and understands all service components
Ensuring that the ongoing service delivery and support meet agreed customer requirements
Coordinates communication among support staff
Working with business to understand and translate customer requirements into activities, measures or service components that will ensure that the service provider can meet those requirements
Ensuring consistent and appropriate communication with customer(s) for service-related enquiries and issues
Provides input in service attributes such as performance, availability, security, etc.
Serves as the point of escalation (notification) for major incidents and provides input to the Continual Service Improvement process
Liaising with the appropriate product owners/managers throughout the service lifecycle
Accountable to ensure that all published details of the service and service offerings are accurate and up to date.
Accountable to work with the customer and key stakeholders to align the service with the customer needs.
Responsible to identify opportunities to improve the service and define key service metrics and reporting actions plans for improvement.
Ensures that any changes to the service under their care follows the current change management work practice
Accountable to ensure problem resolution and coordinating root cause analysis is being performed for any issues impacting the service
Accountable for the compliance and accessibility of all application that make up the service, If the application is an enabling component, ensure to report any known issues to the appropriate service Owner.
Participates in internal service review meetings and major incident process for any highpriority incidents impacting the service they own.
Works with Product owner/manager to identify and prioritize service improvement and plans for service future
Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service
Ensures that performance of the service meets the requirements of SLAs and OLAs
Understands and is accountable to ensuring that all elements/applications required to restore the service are known and in place in the event of an unplanned service downtime
Be informed on (OR be informed about) changes that impact the service, contracts, subscriptions and/or licenses that make up the service.
Soliciting required data, statistics and reports for analysis and to facilitate effective service monitoring and performance
Requirements
2 to 3 years experience working in a software company within the product or similar function
Knowledge of project management tools
Strong time management skills
Good communication skills along with the ability to effectively collaborate with cross functional teams
Comfortable multi-tasking and supporting multiple projects
Intermediate to an advanced working knowledge of Microsoft Office desktop applications, inclusive of Excel, Word, Access, PowerPoint and Outlook.
Gmail
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