Job Purpose Statement

The purpose of this role is to ensure that ATMs, Cash Depositors, Teller Cash Recyclers, card management systems, card production systems/hardware, and other related card support applications are implemented and supported effectively. This ensures reliable customer service, secure information handling, and adherence to Service Level Agreements (SLAs) for uptime and performance. The role also includes delivering new initiatives and projects related to the supported systems.

Key Accountabilities (Duties and Responsibilities)

Application Development – 30%

• Provide second and third level technical and application support for ATM and card product systems.
• Facilitate performance tuning, application upgrades, documentation, and system optimization to ensure excellent user experience and customer service.

Incident / Problem Management – 40%

• Resolve service interruptions promptly and effectively in accordance with defined SLAs.
• Ensure 24-hour on-call support for the ATM network and central systems, and implement remedial actions to maintain service levels.

Change Management – 10%

• Collaborate with EPM, system vendors, TSYS, Tieto, VISA, MasterCard, EFT Corp, NCR, etc., for escalations, system upgrades, and change requests to meet regulatory requirements.

IT Governance and Security – 10%

• Ensure key system configurations generate and maintain audit trails for changes in sensitive databases.

Business Continuity Management – 10%

• Identify areas lacking disaster recovery (DR), collaborate with IT Infrastructure and Core Systems Manager to implement mitigation strategies, and document DR procedures.

Job Specifications

• A Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of three (3) years of hands-on experience in the installation, configuration, support, and troubleshooting of CMS applications across all layers. Preference will be given to candidates with experience in PRIME and ONLINE systems.
• Experience supporting core banking systems, particularly T24, is an added advantage.
• Demonstrated expertise in supporting banking channels such as mobile banking, internet banking, and ATMs.
• Proficient in SQL scripting.
• Strong background in systems analysis, design, implementation, and support.
• Working knowledge of PCI-DSS and other card industry security standards.
• Solid understanding of banking operations, business unit processes, and business impact analysis.
• Proficient in operating systems, especially Linux, UNIX, and Microsoft platforms.
• Familiarity with Host Security Modules (HSMs).

Technical Competencies

• In-depth understanding of card industry standards and operations, including PCI-DSS compliance.
• Strong technical skills in supporting card systems, business systems, and ATM products to ensure high-quality service delivery.
• Ability to design and guide application architecture in alignment with enterprise architecture standards.
• Sound knowledge and application of banking policies, procedures, and compliance requirements.
• Capacity to ensure that all managed application platforms remain current with technological advancements to safeguard IT investments.
• Ability to define, analyze, plan, measure, and enhance the availability of payment systems, ensuring they meet agreed service availability targets.

Behavioral Competencies

• Excellent interpersonal skills for effective communication and stakeholder management, both internally and externally.
• Self-driven with the ability to foster open communication, teamwork, and a customer-centric culture.
• A collaborative team player capable of working independently with minimal supervision.
• Adaptability to evolving systems, technologies, and procedures.
• Strong planning and organizational skills to manage tasks and deliverables efficiently.
• High attention to detail and commitment to quality, ensuring consistently high standards in task execution