Aug 16, NCBA Bank Uganda Applications Support Officer Jobs in Uganda

Job Purpose Statement

The IT Support Operations Officer role is responsible for the provision of ICT support to the Core Banking Systems, Digital Channels and other Business systems by providing technical assistance, analysis and solutions to issues reported or escalated from the service desk and the Daily COB (Close of Business) activities are performed across all Core Banking platforms as per the documented procedures.

The role applies incident and problem management processes to provide resolution to incidents or appropriate workarounds for problems while seeking to proactively and continuously improve support to the bank’s internal and external customers.

Key Result Areas

• Perform day-to-day administration duties across the Core Banking, Digital Platforms and Business systems platforms so as to ensure system stability and consistent levels of service delivery.

• Maintain security and adherence to IT controls across all Bank Applications, Digital Channels to prevent financial losses.

• Setup and maintain proper and accurate fees and charges, and ensure that income across all bank products is maintained on Core Banking to avoid income leakage. Monitor and manage service user complaints especially those related to Application Systems, Digital Channels and Customer facing systems.

• Provide 2nd Level Support and ensure the resolution of service incidents escalated to the Support Operations Team, and/or provision of appropriate workarounds for incidents escalated as problems within the agreed SLA. Escalate problems and continuously engage with the 3rd level and/or 3rd party support vendors to ensure timely resolution of all escalated system faults/bugs on the Core Banking and other Business Systems.

Qualifications, Skills and Experience:

The applicant must hold a Bachelor’s degree in Information Systems, Information Technology, Computer Science or related field

Training and certification MDBA, OCA, OCP as an added advantage

Project Management Skills is an added advantage

1.8 to 3 years’ experience in Application support in medium to large organizations and or banking or Financial service organization would be an added advantage

Hands on and practical knowledge in use of RDBMs e.g. Oracle, MS SQL

Technical skills to effectively perform or guide performance of Application design and operations activities/tasks in a manner that consistently produce high quality of service.

Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.

Achieves results-gets the job done by doing whatever it takes, within an appropriate time frame; shows persistence in overcoming obstacles; ensures follow-through to desired results.

Problem solving/Judgment-Analyzes and solves problems by dealing with facts and not by blaming others; Seeks involvement from diverse perspectives and areas of department and /or Group to solve problems

Self-empowerment/Continuous learning & Development- takes the initiative to learn new skills that would benefit the position and operational objectives.

Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.

How to Apply

For more information and job application details, see; NCBA Bank Uganda Applications Support Officer Jobs in Uganda

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