Responsibilities<\/p>\n
\tFirst-Line Product Support: Act as the primary point of contact for the IMTF AML suite (KYC, Transaction Monitoring, CDD). Acknowledge, triage, and take ownership of incoming incidents and service requests.
\n\tTicket Troubleshooting: Directly troubleshoot and resolve L1 technical tickets related to data processing, rule triggers, and user access issues within the IMTF environment.
\n\tSLA Management: Ensure all assigned tickets are handled within agreed Service Level Agreements (SLAs), providing regular updates to users on resolution progress.
\n\tStandard Configurations: Execute routine system configurations and updates to rule-based detections as directed by the compliance and L2 technical teams.
\n\tHealth Monitoring: Perform daily\u00a0and periodic system health checks and monitor data flows to ensure IMTF solutions are running optimally and alerts are firing correctly.
\n\tEscalation Pathing: Accurately document troubleshooting steps taken and escalate complex, deep-rooted technical bugs to L2 support or vendor teams when necessary.
\n\tKnowledge Base Contribution: Draft and maintain “how-to” articles and FAQs based on common L1 ticket resolutions to help streamline future support.
\n\tCompliance Alignment: Maintain a basic understanding of KYC\/AML standards to ensure that support activities do not compromise regulatory integrity.<\/p>\n
Requirements<\/p>\n
Core Competencies:<\/p>\n
\tTroubleshooting: A logical approach to diagnosing software issues and identifying quick-fix resolutions.
\n\tCommunication: Ability to provide clear, professional, and non-technical updates to compliance officers and end-users.
\n\tTime Management: Ability to multitask and prioritize a queue of tickets in a fast-paced environment.<\/p>\n
Technical Skills:<\/p>\n
\tSQL: Ability to write basic to intermediate queries to investigate data discrepancies.\u00a0(Oracle, Mongo, Postgres)
\n\tTicketing Systems: Proficiency with tools like JIRA, ServiceNow, or similar ITSM platforms.
\n\tOperating Systems: Familiarity with Linux\/Unix environments and basic shell commands.<\/p>\n
Qualifications<\/p>\n
\tEducation: Bachelor\u2019s degree in information technology, Computer Science, or a related field.
\n\tExperience: 2 years of experience in a technical helpdesk, L1 support, or system administration role.
\n\tExperience in a banking or financial services environment is a significant plus.<\/p>\n
Apply Through:<\/p>\n
careers.prodapt.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/careers.prodapt.com","_company_name":"Prodapt","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A Servic... read moreeNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[697,693,700],"job-types":[687],"class_list":{"0":"post-95271","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/95271","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=95271"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=95271"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=95271"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=95271"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}