Officer, Application Support at Ecobank Nigeria

Ecobank Transnational Incorporated (ETI), a public limited liability company, was established as a bank holding company in 1985 under a private sector initiative spearheaded by the Federation of West African Chambers of Commerce and Industry with the support of the Economic Community of West African States (ECOWAS).

We are recruiting to fill the position below:

Job Title: Officer, Application Support

Job Identification: 276
Location: Victoria Island, Lagos
Job Schedule: Full time

Job Description

• The other application Support Team is responsible for performing operational support duties of these applications: Kastle, Calypso, HRhub, CRM, Eximbills, Moodys, e-statements/e-alerts, E[1]learning (VBI), EJournalDB, Taleo, SAGE, AIMS, ETES, CreditPlus, SYSAID, Prime, EDC-Suite, Ariba. 
• The incumbent will assist the Applications Operations Manager as directed; provides a full range of professional, technical, and general support to internal customers and external customers; will perform customer setups; respond to telephone and e-mail inquiries; monitor product usage and system operation; resolves problems within given authority.
• Help in the coordination and support of audits and examinations.
• Perform a variety of routine daily tasks; review reports, prepare correspondence; and participate in special department projects.

The incumbent is to own all aspects of production management for the following applications: 

• Kastle (2) Calypso (3) HRhub (4) CRM (5) Eximbills (6) Moodys (7) E-statements (8) E-alert (9) E-learning (VBI) (10) E-journal (11) Taleo (12) SAGE (13) AIMS (14) ETES (15) CreditPlus (16) SYSAID (17) Prime (18) EDC-Suite (19) Ariba.
• Providing 24 x 7 production support coverage on a rotating basis with primary hours being Mon–Fri 5:30 AM-10:00 PM GMT (Weekends required on a rotational basis).
• Proactively manage, measure and track customer support cases to ensure their timely resolution.
• Provide timely status updates, root-cause analysis and resolution strategies.
• Recognize and resolve systemic issues to prevent them from repeating.
• Document, track, and support compliance with Service Level Agreements.
• Actively contribute to Knowledge Database to ensure that it is up to date.
• Ensure SYSAID Ticket is accurate and regularly updated (statuses, owners, root cause, resolution details and other relevant information.
• Document controls and develop procedural and training materials and workflows for applications stated above.
• Develop proactive processes designed to alert/eliminate issues before they escalate in priority or business impact.
• Identify areas where efficiencies can be gained using proactive approach through collection and analysis of metrics.
• Coordinate and perform implementation steps as prescribed in documented plans for system changes, upgrades, installations, and outages and follow all change management guidelines.

Professional Development:

• A willingness and capacity to become better equipped to perform job responsibilities by transferring new knowledge and skills gained through training and personal research efforts to the workplace 

Communication Skills:

• Facilitates team and client meetings effectively.
• Delivers engaging, informative, well-organized presentations.
• Understands how to communicate difficult/sensitive information tactfully.

Technical Understanding:

• Broad understanding of Application components and sub systems.
• Good overview of System Architecture.
• Possesses general understanding in the areas of systems, applications, and system design.
• Understands Internet, Intranet, Extranet and client/server architectures.
• General overview of emerging Technologies and cloud-based services.

Organizational Compliance:

• Ensure adherence to correct identification procedures and confidentiality of information hat conform to the requirements of the Ecobank when accessing customer details.
• Ensure sound operational knowledge of Financial regulatory requirements including (but not limited to), Financial Services Act.

Experience & Qualifications

• University Degree in Computer Science or Engineering.
• A Degree in Science or Social Science with minimum of 2 years’ experience on same job.

Specific Job Skills:

• Ability to actively drive problems to resolution.
• Ability to create and drive a strategy to address customer issues.
• Ability to own issue resolution, root cause analysis and remediation.
• Sound decision making and critical thinking skills.
• The ability to mentor and coach team members.
• Expert organization and prioritization skills
• Strong overall knowledge of browsers and internet technologies including web server technologies such as MS IIS, Weblogic
• Familiarity with online banking applications accessed via browser and mobile (phone and/or tablet) channels.
• Familiarity with networking concepts and components (firewall, router, switch etc.).
• Familiarity with software development life cycle, code management concepts and release best practices.
• Familiarity with mobile voice and data technologies.
• Understanding of database concepts and function (e.g., SQL query)
• Knowledge of Microsoft Server Operating Systems (Windows Server 20XX)
• Ability to develop thorough knowledge of supported applications and understanding of how application functionality relates to the underlying platform technologies.
• Awareness of Security issues pertaining to web-based applications.
• Ability to concisely document and communicate problem/resolution and information/action plans.
• Demonstrate the ability to always remain calm and professional and especially in escalated situations.
• The ability to credibly communicate technical detail regardless of level of expertise.
• Ability to work a flexible schedule, night shift, swing shift, weekend shifts and holidays may be required.

Application Closing Date
19th May, 2023 (09:00 PM).