Payments Support Lead Job in Kenya - Equity Bank

Payments Support Lead

Description

• Monitoring of daily, weekly, and monthly performance
  objectives, SLA monitoring and reporting.


• Manages the activities and personnel associated with
  providing technical support to internal and external customers.[SN1] [FS2] 


• Communicate effectively on incidents that cause service
  disruptions.


• Promote incident prevention and repeat incident prevention
  through proactive service reviews, relevant business insights and
  capability building routines and processes.
  
  
  


• Monitor service trends and ensure that effective measures are
  taken to improve service levels


• Conduct ongoing service reviews against defined standards and
  parameters with relevant stakeholders including suppliers.


• Collaborate with technical teams to effectively document and
  store service maps and associated service parameters including all
  architecture and infrastructure models, service standards and parameters,
  capacity and capability requirements etc.


• Maintain good relationships with other support leads,
  channels and product managers. [SN3] [FS4] 


• In addition, handling queries, complaints and suggestions
  promptly, professionally and in accordance with current Technology
  practices and procedures


• Own problem management of critical customer incidents,
  including communications, all related problem management activities and
  any appropriate escalations.


• Drive service resilience objectives across the business area
  and show significant improvements in resilience through effective
  capability and awareness building within and across technology product and
  service teams[SN5] [FS6] 


• Ensure timely resolution or escalation, communicate promptly
  on progress, and ensure customers are handled with a professional attitude.


• Analyse performance of Production Support activities and
  documented resolutions, identify problem areas, and devise and deliver
  solutions to enhance quality of service and to prevent future problems.


• Perform quality assurance functions. Duties include defining
  support staff & service desk staff requirements, ticket review and
  measured feedback (support function KPI’s).


• Participate in leader on-call role.


• Assists with support staff on-boarding.


• Facilitates and participates in employee team meetings.


• Build relationship with country Technology Risk and
  Compliance team and provide support wherever required.


• Ensure that processes and controls are executed in daily work
  and understand the reasons for the controls and the consequences for
  failing to adhere to prescribed processes.


• Test a sample of activities on a weekly basis by reviewing
  documentation and checking work completed by team members to see if
  control requirements are being adhered to. Coach the team members on areas
  for improvement and highlight major failures to the manager of the area


• Provide evidence/supporting documents to auditors or
  management assurance consultants during formal reviews


• For identified losses, support in gathering of logs or
  information that will aid in the logging of the risk and loss events.


• Make team members aware of all changes to policies, processes
  and procedures that are being planned for the area and ensure that they
  are able to incorporate the changes on the effective date. Ensure that
  team members read circulars that are relevant to the area and answer
  questions they may have.


• Contribute and deliver to the improvement of the risk profile
  by delivering improved governance, risk management, controls and
  compliance requirements.


• Devise and implement an effective plan to deliver a
  satisfactory risk and audit profile for Operations & IT and achieve
  audit and assurance targets[SN7] [FS8] 


• Develop a high performing team by embedding formal
  performance development and informal coaching. Encourage frequent
  knowledge sharing between team members.

Qualifications

• Bachelor’s Degree in IT.


• ITIL V3+ certification required


• 10+ years of experience in the Banking/Financial Industry.


• Strong understanding of banking products and operations.


• 8+ years of experience in a technology service/support center
  environment or equivalent work experience.


• Must have hands on practical experience utilizing ITSM tools
  like Service NOW, Zendesk, Solarwinds in a tech support function.


• Min 5+ years acting in a lead/supervisor/management capacity.


• Must have extensive experience in service KPIs and metrics.


• Strong negotiation and influencing skills.


• Experience in application system administration skills and
  certifications for example: linux, oracle, ITIL, WebLogic, WebSphere,
  Java, sql, Window PowerShell, C++ and other related certifications.


• Expert in the use of Microsoft Office Excel with demonstrated
  focus on basic data analysis and reporting.


• Solid experience in problem analysis and resolution of
  software problems, proven ability to function in a self–directed
  environment.


• Outstanding client relationship management skills.


• Must be detail oriented and able to document technical issues
  effectively, and accurately.


• Experience working in a matrix environment with cross border
  accountabilities.


• Ability to work independently with minimal supervision.


• Excellent written and verbal communication skills

How to Apply

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