IT Digital Channels Specialist Job at NBC Bank

IT Digital Channels Specialist Job at NBC Bank

NBC is the oldest serving bank in Tanzania, with over five decades of experience. We offer a range of retail, business, corporate, and investment banking and wealth management products and services.

Job Summary

This is a critical role that encompasses end-to-end monitoring and reporting on system and application availability, incident, and problem management, and performing business impact analysis with respect to system availability, including the provision of MIS.
This role offers second- and third-level support of digital technology services by ensuring: the operation, availability, maintenance, and enhancement of all digital applications, systems, and tools, including necessary hardware (H/W), software (S/W), and is an integral and reliable component of business versus technology delivery.

Job Description

ATM Operations – 20%

Manage all ATM-related issues, compliance, and projects.
MIS reporting on ATM technical issues and supporting infrastructure for ATMs as per regulatory standards.
Ensure the ATM monitoring process is in place, monitoring is done, and escalation is conducted within agreed timelines.
Manage the ATM commissioning and decommissioning processes as per regulatory requirements.
Ensure transparency in ATM infrastructure by developing and maintaining a current database of ATM inventory, indicating location, configuration, and operational status.
Manage ATM hardware, including sparrow switches, Software, Processes, and Procedures to support compliance with both internal and external regulatory standards.
Responsible for ATM-related projects from planning to implementation.
Support and Implement changes and fixes within the ATM portfolio.
Manage and implement controls on ATM risk-related issues, e.g., fraudulent control measures.

Digital Channels Operations, Projects and Risks related to Internet banking, NBC Connect, Agency Banking and

Mobile banking: 50%

Manage Systems Administration end-to-end.
Manage Systems Monitoring and troubleshooting end-to-end until resolution.
Effective escalation on faults related to systems per the escalation matrix.
Oversee the future demand for the systems and plan accordingly.
Extract reports as per management requests. (IT Digital Channels Specialist Job at NBC Bank)

Incidents and Problem Management – 20%

Take ownership of all IT-related digital channel Problems.
Classify problems, determine priority, impact, and category, and own resolution. (IT Digital Channels Specialist Job at NBC Bank)
Stand in as a solid subject matter expert on all IT, digital, and ATM-related incidents and problems by determining and digging into the root cause.
Coordinate error handling analysis and diagnosis of problems and own the overall action plan to closure, including recommending service improvement projects and avoiding major breakouts.
Liaise with other external suppliers to ensure that problems are resolved as quickly as possible. IT Digital Channels Specialist Job at NBC Bank
resolves ownership disputes, escalating where necessary.
Ensure that known errors are correctly logged against relevant items.
Ensure that all workarounds are fully documented and communicated.
Ensure that solutions are implemented and communicated to stakeholders.
Advise management on the best route to resolve issues and get a competitive advantage in digital channels by continuously improving the service and returns to the stakeholders.

Risk Management – 10%

Build relationships with the country’s IT Risk and Governance team and provide support wherever required.
Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls, compliance requirements, and anti-fraud strategies.
Recommend and implement an effective plan to deliver a satisfactory risk and audit profile for Operations and IT and achieve audit and assurance targets (whenever required).

IT Digital Channels Specialist Job at NBC Bank

Competencies:

Technical knowledge and understanding of hardware and software specifications for IT and communication systems.
Expert-level knowledge and skills with the MS Office suite, especially MS Excel.
Demonstrate experience and the ability to work effectively in a dynamic, collaborative, and fast-paced atmosphere.
Demonstrate the ability and experience to develop and defend business recommendations and budgetary plans.
Understanding ATM hardware and monitoring tools is essential.
A creative thinker who is always looking for ways to improve processes and create efficiencies while remaining open-minded.
Adept at identifying problems, finding solutions, and correcting the situation.
Strong communication and influence skills, and managing multiple stakeholders across geography and customer relationships.

Qualifications and Experience