Team Member, Channel Switching Services at United Bank for Africa (UBA)

Reporting Line: Team Lead, channel Switching Services Africa

Responsibilities

• Monitoring of Channel services (Postilion/FEP, ATMs, WEB and POS, KIMONO, CRM, GCRM, CIPG, TAMs) and immediately escalation of identified failures or possible failure triggers.
• Able to follow though and implement identified short and long term strategic plans geared toward ensuring that the infrastructure capacity meets existing and future business requirements
• Maintain zero level of issues by promptly addressing challenges either identified or reported by stakeholders
• Comply with agreed service level agreements with business units and external service providers
• Participate in quarterly meeting with application vendor to review performance and identified areas of improvement
• Provide support in line with documented operational policies, and procedures
• Daily backup of all platforms must be ensured and also show proof of data movement to agreed repository
• Participate in user acceptance test/ provide support on assigned projects
• Resolution of user issues within agreed SLA.
• Ensure correct logging of all identified failures/deployment/enhancement of issues failure grid
• Proactively identify, escalate and follow through on resolving the cause of systems challenges
• Methodical investigation, analysis, review and documentation of the cause of failures and attendant resolution for future reference.
• Ensure proper documentation of all IT operations process/procedures and configuration items
• Stay current on new industry based technical trends and infrastructure optimization opportunities
• Build and foster an effective Channel services team to enable service excellence
• Ensure Antivirus has updated patch running on the FEP/Postilion and it’s sub-systems
• Perform other duties as may be assigned by the unit/team Lead Channel Switching Services
• Periodic Failover test to DR site to ensure BCP
• Adhere to the PCIDSS recommendations in-order to protect the Card date environment.
• Apply Windows patches and fixes on the OS of the Channel servers to protect the systems against Viruses, Trojans and Malware
• Integration of new project to Postilion as requested by business
• Ensuring that fees and charges on the Channel systems conform with CBN’s directive
• Testing/Simulation of Fixes before deployment to production.

Adhoc Functions:

• Generate ATM, POS, WEB transaction reports
• Perform all periodic maintenance activities on storage infrastructure platform, including system software configuration, user account maintenance, file systems and volume groups management, patches updates etc.
• Generate Card related reports
• Carryout analysis on failure response code with a view of fixing causes of failures to improve transaction success rate
• Incident report, for major incident affecting card transactions
• Assigning of IT help desk logs
• Resolving of Alert related issues on the IT help desk.

KPIs:

• Customer Debit Card Service rating: Top 3 - Corporate; Top 5 - Retail
• Debit Card Penetration: Top 1
• ATM/ FEP transaction count: Top 1of 24
• System effectiveness (FEP/CRM/TAMs/BDLite/Kimono): System availability and success rate >99.9999%.
• Ensure all initiatives are executed within SLA (Inclusive of Process Improvement initiatives)
• Deployment of planned product roll-out across the Group: Top 1 of 24.

Qualifications

• Minimum of a Bachelor's degree in any Engineering discipline, preferably in Computer / Electronic Engineering / Science
• Professional certifications in any Information Technology Course will be an added advantage.

Experience:

• Minimum of two (2) years’ work experience with at least one (1) year spent in any Banking function.