Responsibilities
- Manage incidents and changes in line with ITIL principles, ensuring minimal downtime and effective communication with stakeholders.
- Monitor performance and availability of ATMs/CDMs and digital channels, generating insights to optimize operations.
- Collaborate with vendors, branches, and internal teams to resolve technical and operational issues.
- Identify opportunities for process improvement and automation to enhance service delivery.
- Support risk and compliance reviews, ensuring controls and configurations meet regulatory standards.
- Drive personal development and performance through continuous learning and regular reviews.
Requirements
- Bachelor’s degree in IT, Computer Science, or related field (Master’s degree is an advantage).
- ITIL V4 Foundation certification; ITIL Practitioner is an added advantage.
- 5+ years’ experience in channels, ATMs, or payment systems support within banking or financial services.
- Strong technical knowledge of ATM/CDM systems, hardware, software, and network infrastructure.
- Excellent troubleshooting, problem-solving, and customer service skills.
- Familiarity with regulatory requirements and security standards in digital banking operations.
- Solid analytical and problem-solving skills with innovative thinking.
- Strong communication and interpersonal skills to engage with diverse stakeholders.
- Ability to adapt to change and work under demanding situations with resilience.
- Strategic thinking and subject matter expertise in IT service monitoring and incident management.
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