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Application Support Analyst at NBC

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.

• 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.

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 analysing existing application availability issues and problems to determine ways to improve availability at acceptable cost levels.
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The accountability has a responsibility to determine availability requirements for new applications or enhancements to existing applications.
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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 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 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 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
Creation of new products in core banking Application that are related to new projects or business requirement as per current market or customers need.
Attend meetings or conference calls from the beginning of the project until the end
Facilitate implementation of innovative solution that meets customer’s needs

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BOFYA HAPA NA JIUNGE NASI TELEGRAM KWA NAFASI (3,718+ POSTS)

Business Continuity Management and Disaster Recovery

Participant on BCM and DR all critical systems
Support the annual business continuity test plan.
Resume support for all business functions and processes within the agreed time-frame

Support roles

Tariffs implementation in the system as per business request
Support and manage all Audits operations take place on our sections,
Attend incidents and provide feedback to users once the issue 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 authorized transaction on FCC system to

facilitated 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 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 on having 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 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 risk 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 raise by either 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)

CLICK HERE TO APPLY

Digital Channels Support Analyst at NBC

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.To ensure Digital Channel availability to customers and management of SLA with internal and External Vendors. The expectation from the role is digital customers should be able to get all the Services 24/7. The Bank is expecting the increase of number of transactions and service availability while earning an income increase through Digital Channel services charges not limited to ATM, Internet banking, Corporate Internet banking, Mobile banking, SSD, Agency banking and other digital platforms.

Job Description

Key Accountabilities

ATM Operations, Projects and Risks related- 20%

· Managing all ATM related issues, compliance and projects.

· Responsible for ATM monitoring process is in place and monitoring is done as per agreed and escalation conducted within agreed time.

· Manage ATM commissioning and decommissioning processes as per regulatory requirement.

· Ensure transparency on ATM infrastructure by developing and maintaining current database of ATM inventory, indicating location, configuration and operational status.

· Managing ATM hardware including sparrow switch, Software, Processes, Procedures support compliance with both internal and external regulatory standards.

· Responsible for ATM related Project from planning to implementation

· Support and Implement changes/fixes within ATM portfolio

· Manage and implement controls on the ATM risk related issues eg fraudulent control measure.

Managing other Digital Channels Operation, Projects and Risks related for Internet banking, NBC Connect, Agency Banking and Mobile banking-50%

· Managing Systems Administration by getting the proper access required

· Managing Systems Monitoring and troubleshooting end to end until resolution

· Responsible for anti-fraud strategies

· Effective escalation on faults related to the systems mentioned above per the escalation matrix

· Error handling analysis to avoid major breakouts

· Oversee the future demand of the systems and plan accordingly

· Extract reports as per management requests

· Responsible for advising management on the least route to resolve issues and get competitive benefit in digital channels by continuously improving the service and returns to the stakeholders

Incident and Problem Management-20%

· Responsible for taking ownership of all IT digital channels related Problems.

· Classifies problems, determining priority, impact and category and owning resolution.

· Stand in as a solid subject matter expertise on all IT digital and ATMs related incidents and

Read Also:

BOFYA HAPA NA JIUNGE NASI TELEGRAM KWA NAFASI (3,718+ POSTS)

problems by determining and digging to their root cause.

· Co-ordinates analysis and diagnosis of problems and owns the overall action plan to closure including recommending service improvement projects.

· Liaise with other external suppliers to ensure that problems are resolved as quickly as possible.

· Resolves problem ownership disputes, escalating where necessary.

· Ensures that known errors are correctly logged against relevant items.

· Ensures that all workarounds are fully documented and communicated.

· Ensure that solutions are implemented and communicated to stakeholders.

· Performs quality assurance of problem data.

Governance and Risk Management-10%

· Build relationship with country IT Risk and Governance team and provide support wherever required.

· Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.

· Recommend and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets (whenever required).

Business Continuity

Perform periodic reviews and tests of established Business Continuity Plans and procedures, reporting findings to management and making recommendations for improvements as needed.
Ensure that all technical components of the Business Continuity Plans are successfully tested at least annually, or whenever significant changes are made to those components.
Planning and coordinating at least one simulation exercise a year, involving all critical business units.
Documenting the results of all tests and exercises and identifying any recommended enhancements to the Business Continuity Plans and Procedures.
Participant in BCM and DR all critical systems.
Support the annual business continuity test plan.
Resume support for all business functions and processes within the agreed timeframe.
Directing or assisting in the development of Business continuity Plans and procedures.
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Role / Person Specification

Core Competencies:

· Digital Channel Technology Proficiency – Strong understanding of Internet banking, mobile banking, USSD, ATM networks, and related digital platforms.

· IT Infrastructure Knowledge – Good grasp of hardware, software, communication networks, and integration technologies.

· Monitoring & Alerting Tools – Experience with systems performance tools (e.g., Splunk, Dynatrace, Nagios) and real-time incident dashboards.

· Solid understanding of ATM hardware, switching systems, and monitoring tools.

· Understanding of microservices architecture, including deployment, integration, and troubleshooting of distributed services.

· Knowledge of application lifecycle management (ALM) and release management processes.

· Excellent programming skills in Java, SQL, PL/ SQL, Forms and Reports

· Proficiency in scripting languages (Python, PowerShell, Bash) and automations.

· Database knowledge (SQL, Oracle, or similar) and understanding of system integrations.

· A creative thinker who is always looking for ways to improve processes and create efficiencies while remaining open-minded

· Adept at identifying problems, finding solutions, correcting the situation and moving on

· Strong Communication/Influencing skills and managing multiple stakeholders across geography and customer relationships

· Expert level knowledge and skills with MS Office suite especially MS Excel.

· Demonstrate experience and ability to work effectively in a dynamic, collaborative and fast-paced atmosphere

· Demonstrate ability and experience to develop and defend business recommendations and budgetary plans

Qualification

· Advanced Diploma or University degree, with preference for a B Sc., B Sc (Eng.) or BSc (Computers/IT).

· Knowledge of Banking/Branch Operations

· Understand the IT service delivery within a corporate environment (Preferred)

· Conceptual thinking skills (Solid)

· Ability to analyze, make decisions and initiate act (Solid)

· Prior experience in a junior specialist or similar role within digital channels is an added advantage.

Experience:

· Minimum of 2 years’ experience in digital banking or digital channels operations.

· Demonstrated experience working in a deadline-oriented environment by managing multiple projects simultaneously

· Demonstrated experience and ability to work effectively in a dynamic, collaborative and fast-paced atmosphere

· Demonstrated ability and experience to develop and defend technical recommendations and budgetary plans.

Qualifications

Bachelor`s Degrees and Advanced Diplomas – Physical, Mathematical, Computer and Life Sciences, Experience in a similar environment

CLICK HERE TO APPLY

Digital Channels Support Specialist at NBC

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.

To ensure Digital Channel availability to customers and management of SLA with internal and External Vendors. The expectation from the role is digital customers should be able to get all the Services 24/7. The Bank is expecting the increase of number of transactions and service availability while earning an income increase through Digital Channel services charges not limited to ATM, Internet banking, Corporate Internet banking, Mobile banking, SSD, Agency banking and other digital platforms.

Job Description

Key Accountabilities

ATM Operations, Projects and Risks related- 20%?

· Managing all ATM related issues, compliance and projects.

· MIS reporting on ATM technical issues and support infrastructure for ATM as per regulatory standards.

· Responsible for ATM monitoring process is in place and monitoring is done as per agreed and escalation conducted within agreed time.

· Manage ATM commissioning and decommissioning processes as per regulatory requirement.

· Ensure transparency on ATM infrastructure by developing and maintaining current database of ATM inventory, indicating location, configuration and operational status.

· Managing ATM hardware including sparrow switch, Software, Processes, Procedures support compliance with both internal and external regulatory standards.

· Responsible for ATM related Project from planning to implementation

· Support and Implement changes/fixes within ATM portfolio

· Manage and implement controls on the ATM risk related issues eg fraudulent control measure.

Managing other Digital Channels Operation, Projects and Risks related for Internet banking, NBC Connect, Agency Banking and Mobile banking-50%?

· Managing Systems Administration by getting the proper access required

· Managing Systems Monitoring and troubleshooting end to end until resolution

· Responsible for anti-fraud strategies

· Effective escalation on faults related to the systems mentioned above per the escalation matrix

· Error handling analysis to avoid major breakouts

· Oversee the future demand of the systems and plan accordingly

· Extract reports as per management requests

· Responsible for advising management on the least route to resolve issues and get competitive benefit in digital channels by continuously improving the service and returns to the stakeholders

Incident and Problem Management-20%

· Responsible for taking ownership of all IT digital channels related Problems.

· Classifies problems, determining priority, impact and category and owning resolution.

· Stand in as a solid subject matter expertise on all IT digital and ATMs related incidents and problems by determining and digging to their root cause.

· Co-ordinates analysis and diagnosis of problems and owns the overall action plan to closure including recommending service improvement projects.

· Liaise with other external suppliers to ensure that problems are resolved as quickly as possible.

· Resolves problem ownership disputes, escalating where necessary.

· Ensures that known errors are correctly logged against relevant items.

· Ensures that all workarounds are fully documented and communicated.

· Ensure that solutions are implemented and communicated to stakeholders.

· Performs quality assurance of problem data.

Governance and Risk Management-10%

· Build relationship with country IT Risk and Governance team and provide support wherever required.

· Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.

· Recommend and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets (whenever required).

Business Continuity

Perform periodic reviews and tests of established Business Continuity Plans and procedures, reporting findings to management and making recommendations for improvements as needed.
Ensure that all technical components of the Business Continuity Plans are successfully tested at least annually, or whenever significant changes are made to those components.
Planning and coordinating at least one simulation exercise a year, involving all critical business units.
Documenting the results of all tests and exercises and identifying any recommended enhancements to the Business Continuity Plans and Procedures.
Participant in BCM and DR all critical systems.
Support the annual business continuity test plan.
Resume support for all business functions and processes within the agreed timeframe.
Directing or assisting in the development of Business continuity Plans and procedures.
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Role / Person Specification

Read Also:

BOFYA HAPA NA JIUNGE NASI TELEGRAM KWA NAFASI (3,718+ POSTS)

Core Competencies:

· Digital Channel Technology Proficiency – Strong understanding of Internet banking, mobile banking, USSD, ATM networks, and related digital platforms.

· IT Infrastructure Knowledge – Good grasp of hardware, software, communication networks, and integration technologies.

· Monitoring & Alerting Tools – Experience with systems performance tools (e.g., Splunk, Dynatrace, Nagios) and real-time incident dashboards.

· Solid understanding of ATM hardware, switching systems, and monitoring tools.

· Understanding of microservices architecture, including deployment, integration, and troubleshooting of distributed services.

· Knowledge of application lifecycle management (ALM) and release management processes.

· Knowledge of IT procurement processes, vendor evaluation, and contract management.