Systems Incidents Analyst Team Leader (1 Position(s))<\/p>\n
Job Location :
\nFree Job Posting<\/p>\n
Head Office<\/p>\n
Job Purpose:
\nResponsible for providing first line technical support to internal staff, assist and support branches and Head Office departments on systems related problems, system usage and navigations and all other banking operations issues during daily operation.<\/p>\n
Main Responsibilities:<\/p>\n
End-to-end management of all incidents, which varies from Banking operational, products and IT technical issues e.g. CBS functional architecture, Loans, CASA accounts and Overdraft, Procure to Pay functionalities, Retail Teller and FTs, Treasury and FX settlements, GL Recon issues, batches and cheque processing etc.
\nParticipate in various system enhancements and product development projects as a key player to ensure that the system delivered meets user expectations.
\nSupport the strategic objectives set by IT Service management by aligning team efforts with business priorities, ensuring compliance with ITIL practices, and providing timely feedback and performance reports.
\nAssist to centralize and control the technical diagnosis, fixes and workaround efforts when multiple technical resolution groups are involved. e.g. CBS, Network, DBA, Payments Systems and ES Apps Team
\nResponsible for providing the essential technical skills, knowledge and experience to
\nimplement a workaround when major incident occurs.
\nRobotic automation- spearhead the automation initiatives of the organization.
\nIntegration of Service Desk systems with other bank strategic systems to achieve AI enhancements.
\nIdentify, recommend, develop and implement end user training programs to increase self-sufficiency. This includes basic in-house training on business products and other services rendered by the bank on banking operations from a point of view.
\nTrack and analyze trends in ServiceDesk requests and generate statistical reports.
\nMonitor incident trends and anticipate potential problems for proactive resolution to gain customer satisfaction.
\nMaintain a high degree of customer service for all support queries and adhere to all service management principles.<\/p>\n
Knowledge and Skills:<\/p>\n
Strong operational knowledge of Core Systems Flexcube, Sybrin, P2P etc.
\nGood knowledge of bank policies, procedures and applications
\nFamiliar with all the tools used by Service Delivery Team.
\nExcellent communication skills (oral and written)
\nAbility to present technical data in a comprehensive, yet clear manner.
\nProven analytical and problem-solving abilities
\nAttention to details.
\nHighly self-motivated and directed.<\/p>\n
Qualifications and Experience:<\/p>\n
Bachelor\u2019s degree in Technology discipline or related fields.
\nExperience in RPA, Java, Java script, php, html, lavarel and SQL is an added advantage.
\nITIL qualification is preferable but not essential.
\nAt least 2 years\u2019 experience in the relevant field, preferably in Application Services, Incident Management and Support or Service Delivery.NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
\nFemale candidates and people living with disabilities are strongly encouraged to apply for this position.
\nNMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
\nOnly shortlisted candidates will be contacted.<\/p>\n
Job opening date :\u00a017-Dec-2025
\nJob closing date :\u00a031-Dec-2025<\/p>\n
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