Thursday, August 10, 2017




Systems Analyst; Mobile Banking & Enterprise Service Bus (ESB)/CC

Job Purpose

Responsible for second level support of Omni Channels system issues escalated from first level support team (systems & service monitoring) to ensure highest customer service availability and shortest time of resolution of issues of Omni Channel systems and Enterprise Service Bus (ESB).

Main Responsibilities:

  • Cross-check, confirm and report availability of Omni Channel systems and services (systems hearth-check) every day morning.
  • Monitoring and ensure utilization of Omni Channel systems resources (processors, memory, disk space & network) are within the acceptable thresholds (<80), otherwise take necessary upgrade measures in an effective manner without interrupting customer service.
  • Ensure periodic backups / replication of database, application and configurations from live servers to Stand-by & Disaster Recovery (DR) servers are in place.
  • Manage second level incidents and problems in an effective manner and to the highest service availability at the shortest time of resolving incidents.
  • Report Omni Channel systems incidents to internal business stakeholders (Value Added Service, Alternative Channel, Reconciliation, Customer Contact / Call Center) as well as respective internal technical stakeholders (Data Center, Power, Network) and track issues until final resolution.
  • Escalate incidents and problems to third level support and interact with system vendors and third party business partners to resolve systems and integrations / interfaces incidents.
  • Implement continuous improvement / upgrades of all Omni Channel systems and integrations to ensure conformance with performance, capacity, security and regulatory requirements.
  • Generate reconciliation files and share with respective users, internal and external.
  • Ensure that all SMS notifications to customers for all Omni Channel transactions are successfully delivered to customers on time.
  • Perform Disaster Recovery (DR) test procedures for Omni Channel systems between Primary and DR Data Centers, at least once every year.
  • Any other tasks as assigned by the Line Manager.


  • Knowledge of banking software technologies & products in the market, especially Self-service delivery channel services, mobile banking technologies and cyber security.
  • Knowledge of Database Management systems: Microsoft SQL Server, MySQL, Oracle, DB2, etc.
  • Knowledge of programming languages: PL/SQL, XML, XSL/XSLT, CSS, Java / J2EE, .Net and HTML, etc.
  • Knowledge of Microsoft Windows Server, Red Hat Enterprise Linux (RHEL) and IBM AIX Operating Systems.
  • Knowledge of Service Oriented Architecture (SOA) and non-SOA based Middleware systems: JBoss, Weblogic, WebSphere.
  • Highly motivated and capable to work effectively within a multi-discipline team, as well as work independently.
  • Ability to work with and support a very busy group; responsive and professional telephone etiquette.
  • Network support and troubleshooting knowledge.
  • Technical interaction with vendors, contractors, and other stakeholders.
  • Strong planning, organizing skills and time management.
  • Excellent interpersonal, written and communication skills.
  • Strong management & leadership skills.

Qualifications and Experience

  • Bachelor in computer Science or related academic field.
  • IT professional certifications in ITIL and Project Management.
  • At least 3 years of relevant work/management experience in systems support, incident & problem management and Omni Channels systems & integrations support.
  • Omni Channels banking Systems troubleshooting & support experience.
Location: Head Office