Digital Channels Support Lead
To ensure that all Countries Digital Electronic Channel Systems are stable, operating at premium efficiency and that Data is secure, accurate and trusted. Keep up to date with the E-Channels System architectural components, transaction processing workflow at the components / database objects level, front-end functionality, Device Management and backend objects.Serve as the organizations technical advisor on the Groups E-Channels Applications and key abilities associated with the technology functions of the investments made by the Group.Perform and/or provide guidance on E-Channels Systems to the Business and technical committees, on the system capabilities and functionality to enhance Business potential as well as reduce risks with added capability and closure of gaps in the solutions.Investigation into user/system problems by performing a root cause analysis, verifying by test case scenarios and collecting required data/log information to be sent to the Vendor for resolution.Supervise a thorough verifications/tests of Vendor supplied solutions in UAT environments before deploying to production.Ensure that all Public facing E-Channels has initial Penetration Testing performed and the regular / scheduled Pentests over the life cycle of the particular solution.Ensure E-Channels Systems production and test environment have approved levels associated with data integrity, security and functionality;Liaise with business user management on their report requirements and develop scripts and reports and dashboards for complex reporting requirements delivering value to the business.Oversee E-Channels systems, and associated Operating and Application systems development lifecycle activities, applications development, support and change management. Liaise with the application vendors and outsourced contractors directly on departmental support and performance against service level agreements.Provide second line support to E-Channels support analysts that have escalated issues and/or users on the key business applications. Monitor and manage the departments support function by ensuring all user incidents and changes that are assigned to the department are resolved/implemented within the defined SLA timelines.Become a System expert on how the E-Channels system and related Core Platform integration works, gaining an understanding of the strengths and weaknesses; and championing customer issues in order to ensure they have a positive experience. Develop the E-Channels Support team by continually improving administration, support, Monitoring Services, and completion of projects efficiently and effectively. Continuously seeks to improve user satisfaction and ultimately customer satisfaction, loyalty and retention by ensuring the department provides an excellent user experience.Help develop the team by continually improving processes and Provide mentoring and leadership to other IT peers within the Group, and serve as a role model for the IT Department.
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