Job Purpose Statement


The IT Platform Support Operations Specialist role is responsible for providing 1st level support on all service requests and incidents escalated as per the IT service support model.
The role will also ensure the Daily COB (Close of Business) activities are performed across all Core 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 Fintech’s internal and external customers.


Key Accountabilities (Duties and Responsibilities)

 Incidents Management – 10%


To provide 1st Level Support and ensure the resolution of service incidents escalated to the Platform Support Operations Team.


Availability Management – 25%


Define, analyse, plan & measure all aspects of service availability; ensuring that all systems, processes, tools and roles are meeting the agreed availability targets.


Problem Management – 20%


To escalate problems and continuously engage with the 2nd & 3rd level teams to ensure timely resolution of all escalated system faults/bugs.


Capacity Management – 15%


Performance tuning of activities to ensure the most efficient use of existing resources. 


Projects Support – 10%


Provides required technical support on business and technical projects as assigned. 


Chain Management Governance – 10%


Provide necessary inputs to the Change Advisory Board to aide in decision making on change approvals and deployments.


Job Specifications


A Bachelor’s degree in Computer Science, Information Technology or related field, a Master’s degree in Technology or Business related course is an added advantage
Minimum 4 years’ experience with at least 3 years in an Application/Systems Support role within a large highly digitized organization designing, implementing and managing mission critical systems.
Certification and experience implementing best practice frameworks e.g. COBIT, ITIL (preferred)
Project Management Certification: PMP or PRINCE2 (preferred)
One or more IT certifications in areas such as Microsoft Azure, AWS, Microsoft systems, UNIX or Oracle will be an added advantage.
Knowledge & experience working with tools such as Jenkins, ELK Stack, PostMan, SOAPUI, Git, Grafana, Zabbix etc. will be an added advantage.
Hands on and practical knowledge in use of databases e.g. Oracle, MySQL, PostgresSQL
Working experience with a Core Banking systems such as T24, Flexcube, Finacle etc. is desirable.
Experience in Management of External Partners and Third party support providers.