Application Support Analyst

NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

• To take full responsibility to manage the implementation, maintenance, and enhancement of all Applications systems to enable the use of appropriate platform technology, as an integral and reliable component of business process within country.

• To drive convergence of technologies, ensure delivery of technology projects associated with Applications and liaise and negotiate with internal customers and technology vendors.

• To drive innovation related to Application within the bank for the purpose of improving efficiency and productivity in order to achieve revenue targets.

Job Description

System Stability and Resilience

• The prime responsibility is for maintaining the availability and reliability of applications to ensure that IT can effectively meet service targets in accordance with planned business objectives.

• The accountability also has a responsibility of analyzing existing application availability issues and problems to determine ways to improve availability at acceptable cost levels.

• The accountability has a responsibility to determine availability requirements for new applications or enhancements to existing applications.

• Optimize the availability of the IT infrastructure to deliver cost-effective improvements that deliver tangible benefits to business units and customers.

• Provide a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis.

• Take actions to achieve reductions in frequency and duration of incidents that impact IT availability.

• Ensure shortfalls in IT availability are recognized and appropriate corrective actions are identified and progressed.

• Create and maintain a forward-looking availability plan aimed at improving the overall availability of IT services and infrastructure components to ensure that existing and future availability requirements can be met.

• Provide regular reports on availability to the business, these includes those generated from the database before system handover and after end-of-day or end-of-month batch run.

• Organize and maintain a regular availability review process with both key business and IT representatives.

• Agree appropriate actions to maintain or improve availability levels.

• Initiate and coordinate actions required to maintain or improve the availability of applications.

• Act as a coordination point for changes to availability levels of applications when needed.

• Determine the availability requirements from the business for new or enhanced IT applications.

• Establish measures and reporting that reflect business, user, and IT support requirements with regards to application availability.

• Determine the availability requirements from the business for new or enhanced IT applications.

• Maintain an awareness of technology best practices that support application availability.

Projects and UAT Support

• Work closely with the change team in supporting new projects initiated by business, Government/TRA, and group.

• Support UAT testing challenges related to Applications for new projects or enhancements and perform sanity testing.

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• Creation of new products in the core banking Application that are related to new projects or business requirements as per current market or customers' needs.

• Attend meetings or conference calls from the beginning of the project until the end.

• Facilitate the implementation of innovative solutions that meet customer’s needs.

Business Continuity Management and Disaster Recovery

• Participant on BCM and DR for all critical systems.

• Support the annual business continuity test plan.

• Resume support for all business functions and processes within the agreed timeframe.

• Support roles for tariffs implementation in the system as per business request.

• Support and manage all Audit operations that take place in our sections.

• Attend incidents and provide feedback to users once the issue is resolved within SLA.

• Daily servers health checks and restart servers or services if required.

• Daily Online, ATM and Maintenance transactions reports while on duty.

• Make sure that no unauthorized transaction on FCC system is facilitated for EOD/EOM run.

• Make sure that all branch batches are closed before handing over the system for EOD/EOM batch run.

• Execution of EOD/EOM batch run.

• Provides support for complex technical issues and initiatives related to assigned automation, systems, databases, and/or other technical products and services, especially when the primary data centre will be moved in country.

• Uses diagnostic and other tools to maintain, troubleshoot, and restore service or data to systems, taking into consideration the primary data centre in country.

• Communicates verbally and in writing on complex large technical issues in a clear and concise format easily understandable by the intended recipient.

• Participates in migration from development to production, upgrades, setup, and/or configurations in the primary data centre.

• Troubleshoots Application issues using general guidelines, templates, or direction from others.

• Understands quality, security, and compliance requirements for supported areas and reviews changes for risks to Production systems.

• An understanding of, and a willingness to adhere to, formal change control procedures and disciplines.

• Strong desire for exploring, evaluating, and understanding new technologies.

• An aptitude for problem-solving, with the ability to take a logical route to the source of an error.

• Troubleshooting and providing solutions for production issues raised by either the end-user.

Qualifications

• Analytical Thinking - Basic (Meets all of the requirements)

• Digital affinity (Meets all of the requirements)

• Enabling team success (Meets some of the requirements and would need further development)

• Experience in a similar environment

• Further Education and Training Certificate (FETC) - Physical, Mathematical, Computer and Life Sciences, IT Applications (Meets some of the requirements and would need further development)

• Openness to change (Meets some of the requirements and would need further development)

• Quality orientation (Meets some of the requirements and would need further development)