Job Purpose
The job holder is responsible for providing L1 / L2 technical support working closely with cross-functional teams to fulfill SLAs at Bank and group entities. The role responds to the resolution of service desk issues within committed SLA and ensures that routine operations of card functions including EOD are consistently executed. It converges and balances multifunctional and specialized responsibilities of Card Systems Management and support.
Key Responsibilities
Provide 24/7 support for card functions and EOD operations at Bank and group entities.
Monitor card transaction declines on issuer and card scheme platforms.
Collaborate with various teams to meet SLAs, offer L1/L2 support at Bank & Group entities.
Support terminal operations (ATM / POS) to meet SLA commitments.
Propose technical and procedural enhancements for card system operation.
Monitor settlement file delivery to/from Bank, maintain technology parameters, logs, and config docs.
Conduct continuous quality testing on card systems and maintain intermediary systems.
Assist in developing tools for data capture and reporting, evaluate card events and SMS classifiers.
Manage admin and user accounts, test functional parameters on web services.
Prioritize ticket closure, assist vendors in testing, monitor system logs and backups.
Monitor card service performance on APIs, troubleshoot loss of services and device issues.
Participate in testing DR/BCP card systems, support system changes, and assist in audits.
Job Dimensions:
Job Specifications
Academic Qualifications
Bachelor's Degree in Computer Science or related field
Professional Qualifications / Membership to professional bodies/ Publication
ITIL
Work Experience Required
At least two (2) years' relevant experience in management in a similar organization.
Competencies:
Demonstrate high levels of integrity.
Excellent communication and interpersonal skills
Technology and domain knowledge.
Strong problem-solving and analytical abilities.