Wayne Smith Email & Phone Number

Cape Town, WC, ZA

Hybrid

3nd line support for the production support team on production incidents/ problems from internal (Contact Centre) and external stakeholders for PowerCard systemWar room initiation and facilitation for system issuesSystem investigation with regards to issues affecting clients where escalated and provide dev teams with informationLiaise with system vendors.

Bellville Campus

Interpret specifications to build system solutions to support business process, aligned with relevant internal and external governanceProvide technical system support and liase with system vendors to ensure timely resolution of escalated technical issues.Daily user support on advanced queries. Address advanced ATM, Proview, PVIM and Proview BI related.

Stellenbosch Campus

New image development for cash devices 3rd level support to business. Investigate and provide solutions to production issues on back-end systems and hardware to assist business with their day to day duties. Create procedural documents for internal and external stakeholdersLiaise with front line support on a daily basisDelivery of "Run the Bank" and "Change.

Bellville BSC Campus

Manage a team of 9 support specialists, which are junior manager level. Responsible for the root cause analysis of cash dispensing and cash accepting cash devices. We also monitor SST’s (Self-service terminals. Providing technical support to national branch network and 2 level support to call centre agents, CIT custodians and technicians. We assist and.

Bellville BSC Campus

• Manage a team of 30 agents, 2 team leaders and 6 support specialists responsible for the monitoring of all cash devices (Diebold – 520,562,328,868, Agitec Cash Acceptor and Deposita) incidents and providing technical.
• Manage relationships with external vendors and ensure that service level agreements are adhered to. (Diebold, AllCash, Agitec)
• Maximize uptime of Capitec Bank’s Cash devices nationally
• Project manage all cash device related upgrades and/ or installations
• Analyze and investigate shortages on cash devices
• Analyze trends, investigate and solve device downtime in order to increase estate availability

Bellville

• Manage escalation cases
• Analyse problem
• Guide External vendors in escalated cases (If required in escalated cases converse with technician at ATM to get clarity and for them to assist with in-depth problem-solving)
• Escalate to Internal Vendors where required
• Interpret feedback from Internal & External Vendors & incorporate into continuous improvement of problem-solving methods & procedures.Manage Preventative Maintenance Program
• Plan and execute preventative maintenance schedule for ATM Base

Bellville

• Duties:
• Arrange ATM callouts with CIT, Diebold and QD according to established procedure
• Log calls with external Vendors (E-mail and Telephonic)
• Confirm availability with all stakeholders and arrange callout
• Co-Ordinate 3rd party callouts
• Confirm arrangements in writing

Bellville

• Duties:
• First Line ATM Support
• Receive all incoming calls
• Pro-Actively Monitor terminals
• Identify problematic ATM’s
• Create ATM Monitoring incidents

Bellville Voortrekker Branch

• Duties:
• Opening new accounts
• Granting Short Term Loans
• Assisting with client queries
• Arrears management
• Pay date management