System administration for a healthy platform to service customer requestsProvide second level support for issues raised by system usersSupport improvement and delivery of new mobile products/servicesSystem administration tasksPerform system upgrades and apply system patches promptly as received from system vendors as per the governance frameworkEnsure reports are delivered to users promptlyReview project status, action pending tasks and provide update to stakeholdersResolution of user issuesEnsure 24/7 availability of Mobile Banking systems and any other systems as required by usersRoot Cause Analysis of incidentsSupport improvement and delivery of new Mobile products/servicesBCP for Mobile Banking SystemsEvaluation and assessment of technical requirements for systems implementation or requiring enhancements/ImprovementsManagement of system resources, application tuning/optimization and performance monitoringKnowledge of Operational risk management i.e. AML and KYC principles.Vendor negotiation and contract managementProject managementStrict Adherence to Change management and governance frameworksSupport improvement and delivery of new products/services

Provide 1st and 2nd level technical support to ensure efficient and effective solution operation. Responsible for solution monitoring, troubleshooting tasks and providing technical support in adherence to the established procedures. Primary point of contact for all SLA customers which involves continuously seeking solutions for current issues, proactively improving processes and tools while building people's technical capacity to deliver on the team’s goals;Incident management: Fast and accurate detection and resolution of system and application issues to meet customer SLA.System and application maintenance in high-availability production environments.Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.Analyze recurring and intermittent system and application problems.Timely escalation and follow-through of support issues.Solution monitoring to aid in faster issue detection and diagnosis.Knowledge management for the support team through the identification of knowledge gaps.Contributing towards training and forums for team Knowledge sharing.

Remote and on site installation of oracle hospitality solutions – Materials Control;installation and configuration of oracle server(10g, 11g and 12c) and the application system.On site user training.Track and resolve case tickets assigned on top desk

Deployment of supply-chain application systems installation and configuration of SQL server, provisioning and deploying the solution, ensuring there is a connection between the mobile application and weighing scale and printer and between desktop application and a flatbed or weighbridge, configure MC65 with scales and printers.User training and supportAbility to research and understand business process, requirements and systemfunctionalityBe a primary point of contact for escalations, both from customers and internal engineers. Work with production department, Client Services, Marketing and Commercial department to help improve processes.Conduct UAT of new releases for applications and advise on ways of process improvementIdentify research and resolve incidents.

I. SIM management;a) Movement of SIM cards from the central store to the branchesb) Help branch accountants to receive SIM cards in their respective branch stores through ERP.c) Support Equitel Champions to Create move orders on ERP.d) Support Branch accountants transact move orders on ERPe) Help Equitel champions reconcile SIM cards issued to them by accountant.II. On-boarding Devices management1) MPOS (Mobile Point of Sale)a) Configuration to enable m-banking activations.b) Troubleshooting and solving errors experienced during the use of MPOS.2) Tablets.a) Configuring all tablets in the respective branches to Shop in Shop WiFi.b) Installing all the necessary applications in the tablets.c) Troubleshooting and solving challenges experienced while using the tablets and on-boarding applications.3) Branch SIM Readera) Installation of branch reader software in the laptop.b) Troubleshooting an solving issues arising from the use of branch SIM reader.4) WiFi connectivity.a) Ensure that all tablets in the respective branches are configured to WiFi.b)Troubleshooting WiFi connectivity challenges.III. Branch Performance Tracking.Ensure that branches do 100% m-banking activations of telephony activations and 100% initial 50 shillings top up of telephony activations. Understand reasons if a branch cannot do 100% m-banking activations and initial top up and come with solutions that they can use to improve their performance.IV. Thin SIM Roll out.a) Perfect alignment of King and Queen and installation on a device.b)Sampling information about how thin SIM behaves on various devices.V. M-Banking.Using either Equitel Administration console or MPOS to send activation codes to customers' phones via SMS to m-banking linkages. VI. Advocacy training.a) Perfect Customer on-boarding; b) Perfect customer educationc) Equitel ambassadors

ICT.a) Installation of new software and hardwareb) General maintenance of computer hardware.c) Central administration of antivirus softwared) Monitoring and Troubleshooting of LAN and WANCustomer Carea) Checking account balances and advising customers on salary advances the can takeb) Opening new accounts.c) Approving salary advances.d) Processing SMS forms.e) Data entry into the Fine Extreme System.