EBKL- Channels Support Specialist – Internet Banking at Equity Bank Kenya

The Channels support specialist – Internet Banking (Cashcloud) is a role that supports the business to achieve its goals and objectives by using effective and efficient practices to achieve strategic objectives and product support to customers. Additional responsibilities will include providing the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer. 

• Manage open tickets resolution times on ticket SLA’s and manage vendor on issues/incidents raised with them for resolution
• Perform capacity and performance management for E- banking applications.
• Configure, test and deploy newly released fixes into UAT, Pre-prod and subsequent migration to production environments.
• Level 2 support for client facing application issues raised by level 1 support analysts
• Prepare method of procedure (MOP) documents and training manuals to be used by level 1 engineers to troubleshoot and resolve known issues in E-banking applications.
• Maintain system uptime on set standards and ensure proper escalation where required
• Formulation and validation of SQL scripts for generating business reports.
• Drive efforts to proactively identify application or system issues improving availability and performance.
• In depth knowledge of code deployments and SDLC processes.
• Using organization skills maintains personal knowledge of recent environment/software updates to ensure accurate customer communication.
• Document application workflows to create the ability to identify issues at their different layers within the application architecture.
• Participates in training programs to continuously improve product knowledge and service skills.
• Core Accountabilities and Deliverables 
• Business awareness
• Strong analytical skills and problem-solving skills
• Excellent planning skills
• High personal standards and goal oriented
• Excellent interpersonal skills
• Excellent and effective communications skills, both orally and in writing
• Strong coaching skills
• Culture sensitivity

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