Team Member, Enterprise Application Support at United Bank for Africa (UBA)

Objectives

• To ensure continuous uninterrupted support of Regulatory and Compliance Application Support Application Enterprise wide within the frame of the agreed service levels through best practices.
• To ensure business continuity and disaster recovery operations of Regulatory and Compliance Application Support Application Enterprise wide and ensure there is 99.99% service availability and zero data loss in the event of disaster events.
• To apply proven communication and Service Management skills on issues related to the support of Regulatory and Compliance Application Support Application Enterprise wide.

Responsibilities
Documentation of Enterprise architecture baseline:

• Ensure proper documentation of Enterprise Application support process / procedures and Configuration items.
• Ensure up-to-date procedures for both end-users and operators of these systems.

Process optimization:

• Ensure timely understanding of any new software integration into company systems.
• Ensure preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software is carried out as and when due.
• Ensuring smooth running and availability of 99.99% Payment System Application 24 x 7x365

Project Delivery Effectiveness:

• Managing assigned projects and program components to deliver services in accordance with established objectives.
• Perform any project task as may be assigned by the Team Lead, Enterprise Application Support UBA Africa.

Accuracy of application Configuration to reduced errors resulting from inaccurate configuration of data:

• Take necessary and prompt corrective actions to ensure the achievement of set objectives.

Issue Closure within TAT:

• Ensure that support Issue raised by the business are resolved within the agreed TAT.
• Ensure mitigation against future occurences

Adhoc Duties:

• Render periodic report for management descision making.
• Perform other duties as may be assigned by the Unit Head, Other Banking App Support & Monitoring.

Key Performance Indications
Financial:

• IT Operations cost management
• Customer Satisfaction
• Operational downtime associated with Payment System Application Support
• IS Audit & Regulatory exceptions relating to IT Operations & Infrastructure

Internal Process:

• Service uptime

Employee Experience:

• Employee satisfaction level
• Career development

Job Requirements
Education:

• First degree in Computer Science / Engineering, Systems Engineering or Operational sciences with strong Information Systems component.
• Post graduate degree, MBA and / or technical certifications will be an advantage.

Experience:

• 2 years relevant experience within a technology intensive environment (Financial Services, Telecommunications, etc)

Key Competency Requirements:

• Applications support (ASUP L2)
• IT Operations (ITOP L2)
• Problem management (PBMG L3)
• Information security (SCTY L3)
• Service level management (SLMO L2)
• Configuration management (CFMG L3)
• Change management (CHMG L3)
• Release and deployment (RELM L3)

Remuneration and Benefits

• Negotiable and competitively structured in line with the industry pay standards.