Application Support Officer Jobs – NCBA Bank Uganda

Job Title:   Application Support Officer

Organisation: NCBA Bank Uganda

Duty Station:  Kampala, Uganda

About Organisation:

NCBA Bank Uganda Limited, is a commercial bank in Uganda. It is one of the commercial banks licensed by the Bank of Uganda, the country’s central bank and national banking regulator.

Job Summary: 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 Duties and Responsibilities:

• Financial 10%
• 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.
• Customer 40%
• 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.
• Manage & improve relationships with both internal and external customers by ensuring regular communication and feedback on IT related issues resolution.
• Review and Monitor Service Level Agreements with both internal customers and service partners to ensure a high-quality service delivery.
• Internal business processes 40%
• Execute Close of Business (COB) processes and provide bank performance reports in the period, format, timeline and circulation required.
• Analyse, design and generate various reports in an accurate manner and distribute in an effective and timely manner.
• Assist in preparation of daily, weekly, monthly or quarterly management reports as may be required to facilitate policy formulation and decision making.
• Monitor and ensure successfully backups of databases and systems within the Bank.
• Assist the maintaining a software and hardware Inventory including license information for All Bank Applications, SSL certificates, Microsoft Applications.
• Support the Installation, upgrade and test of new versions of DBMS and systems software before they are setup in a production environment.
• Learning and growth 10%
• Achieve of at least 40 hours of learning/training for self through E-learning, Internal & External training activities.
• Continuous professional development.

Qualifications, Skills and Experience:

• Bachelor’s degree in Information Systems, Information Technology, Computer Science or related field
• Professional training:
• Training and certification MDBA, OCA, OCP as an added advantage
• Project Management Skills is an added advantage
• Desired work experience:
• 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

How to Apply:

All candidates who wish to join NCBA Bank are strongly encouraged to apply online at the link below.

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Level of Education: bachelor degree

Work Hours: 8

Experience in Months: 22