Responsible for second level support of Omni Channels system issues escalated from first level support team (systems & service monitoring) to ensure highest customer service availability and shortest time of resolution of issues of Omni Channel systems and Enterprise Service Bus (ESB).
Cross-check, confirm and report availability of Omni Channel systems and services (systems hearth-check) every day morning.
Monitoring and ensure utilization of Omni Channel systems resources (processors, memory, disk space & network) are within the acceptable thresholds (<80), otherwise take necessary upgrade measures in an effective manner without interrupting customer service.
Ensure periodic backups / replication of database, application and configurations from live servers to Stand-by & Disaster Recovery (DR) servers are in place.
Manage second level incidents and problems in an effective manner and to the highest service availability at the shortest time of resolving incidents.
Report Omni Channel systems incidents to internal business stakeholders (Value Added Service, Alternative Channel, Reconciliation, Customer Contact / Call Center) as well as respective internal technical stakeholders (Data Center, Power, Network) and track issues until final resolution.
Escalate incidents and problems to third level support and interact with system vendors and third party business partners to resolve systems and integrations / interfaces incidents.
Implement continuous improvement / upgrades of all Omni Channel systems and integrations to ensure conformance with performance, capacity, security and regulatory requirements.
Generate reconciliation files and share with respective users, internal and external.
Ensure that all SMS notifications to customers for all Omni Channel transactions are successfully delivered to customers on time.
Perform Disaster Recovery (DR) test procedures for Omni Channel systems between Primary and DR Data Centers, at least once every year.
Any other tasks as assigned by the Line Manager.
Knowledge of banking software technologies & products in the market, especially Self-service delivery channel services, mobile banking technologies and cyber security.
Knowledge of Database Management systems: Microsoft SQL Server, MySQL, Oracle, DB2, etc.
Knowledge of programming languages: PL/SQL, XML, XSL/XSLT, CSS, Java / J2EE, .Net and HTML, etc.
Knowledge of Microsoft Windows Server, Red Hat Enterprise Linux (RHEL) and IBM AIX Operating Systems.
Knowledge of Service Oriented Architecture (SOA) and non-SOA based Middleware systems: JBoss, Weblogic, WebSphere.
Highly motivated and capable to work effectively within a multi-discipline team, as well as work independently.
Ability to work with and support a very busy group; responsive and professional telephone etiquette.
Network support and troubleshooting knowledge.
Technical interaction with vendors, contractors, and other stakeholders.
Strong planning, organizing skills and time management.
Excellent interpersonal, written and communication skills.
Strong management & leadership skills.
Qualifications and Experience
Bachelor in computer Science or related academic field.
IT professional certifications in ITIL and Project Management.
At least 3 years of relevant work/management experience in systems support, incident & problem management and Omni Channels systems & integrations support.
Omni Channels banking Systems troubleshooting & support experience.
Location: Head Office