Mobile Application Systems Support

II. JOB PURPOSE     
The Digital Systems Support function is responsible for delivering comprehensive backend operational support for the Mobile Application Platforms and the broader digital ecosystem. This role ensures the stability, reliability, and performance of mobile applications by executing end-to-end support activities that enable seamless service delivery to both internal and external customers.

Key responsibilities include providing technical and functional support to application users, performing customer configurations and setups, responding to inquiries via phone and email, monitoring system usage and performance, and resolving issues within the scope of assigned authority. The role also contributes to the coordination and support of audits and regulatory examinations, while assisting in the training of bank personnel on mobile application features, functionality, and benefits.

As part of the “Run the Bank” team, the role contributes to the ongoing operational excellence of the technology function. It involves performing routine daily activities, reviewing system logs and operational reports, preparing technical documentation and correspondence, and participating in special departmental projects. The position plays a critical role in ensuring the effective delivery and continuous improvement of digital banking services in alignment with the broader mission of the technology team.

III. PRINCIPAL ACCOUNTABILITIES     
    Minimize the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents.
    Reduced count of Incidents Raised by Known Errors.

    Own all backend aspects of production management for the MOBILE APP Platforms,

    Own all aspects of production management for the following applications: (1) Mobile Application Servers , (2) Mobile Application databases (3)Mobile App  and all other related subsystems

    Assist the affiliate’s team in the Mobile App enrollment process and setup of pending applications.

    Providing 24 x 7 production support coverage on a rotating basis with primary hours being Monday–Sunday

    Proactively manage, measure and track customer support cases to ensure their timely resolution.

    Provide timely status updates, root-cause analysis and resolution strategies.

    Recognize and resolve systemic issues to prevent them from repeating.

    Document, track, and support compliance with Service Level Agreements.

    Actively contribute to Knowledge Database to ensure that it is up to date.

    Ensure Remedy Ticket is accurate and regularly updated (statuses, owners, root cause, resolution details and other relevant information.)

    Document controls and develop procedural and training materials and workflows for Mobile App applications.

    Develop proactive processes designed to alert/eliminate issues before they escalate in priority or business impact.

    Identify areas where efficiencies can be gained using proactive approach through collection and analysis of metrics.

    Coordinate and perform implementation steps as prescribed in documented plans for system changes, upgrades, installations and outages and follow all change management guidelines.

Professional Development  

A willingness and capacity to become better equipped to perform job responsibilities by transferring new    knowledge and skills gained through training and personal research efforts to the workplace.

Communication Skills
Facilitates team meetings effectively.
Deliver engaging, informative, well-organized presentations
Understands how to communicate difficult/sensitive information tactfully.

Technical Understanding
Broad understanding of Linux , MySQL , MSSQL , Coldfusion , PhP , Weblogic , ESB ,FLEXCUBE and Mobile    Application and Subsystems.
Hands on scripting with bash, perl, python
Good overview of System Architecture.
Possesses general understanding in the areas of systems, applications, and system design.
Understands Internet, Intranet, Extranet and client/server architectures.
General overview of emerging Technologies and cloud-based services.
General overview of cloud native technologies like Kubernetes, Docker, microservices, Jenkins, Puppet, etc

Organizational Compliance
Ensure adherence to correct identification procedures and confidentiality of information   that conform to the requirements of the Ecobank when accessing customer details.
Ensure sound operational knowledge of Financial regulatory requirements including (but not limited to), Financial Services Act.

IV. JOB SKILLS/EXPERIENCE    

•    Managing cases, requests and enhancements using documentations tools and processes.

•    Improve the applications interfaces and interactions.

•    Evaluate and tests new add-ons according to business and functional requirements.

•    Perform API level testing, system testing, and UI testing.

•    Communicate significant issues or developments identified during quality assurance activities and provides recommended process improvement to the direct report.

•    Prepare weekly reports on outstanding issues and quality assurance activities.

•    Contribute towards development and design of mobile applications and its features.

•    Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times. 
•    Problem determination, workaround resolution, root cause analysis, major incident management.

•    Deployment of service releases, patches, requests and customizations.

•    Create productive relationships with and between key stakeholders.

•    Ability to actively drive problems to resolution

•    Ability to create and drive a strategy to address customer issues

•    Ability to own issue resolution, root cause analysis and remediation

•    Sound decision making and critical thinking skills

•    The ability to mentor and coach team members

•    Expert organization and prioritization skills

•    Strong overall knowledge of browsers and internet technologies including web server technologies such as MS IIS, Weblogic, Java,PHP etc

•    Familiarity with online banking applications accessed via browser and mobile (phone and/or tablet) channels.

•    Familiarity with networking concepts and components (firewall, router, switch etc.)

•    Familiarity with software development life cycle, code management concepts and release best practices.

•    Familiarity with mobile voice and data technologies.

•    Understanding of database concepts and function (e.g. SQL query)

•    Knowledge of Microsoft Server Operating Systems (Windows Server 20XX), UNIX and LINUX

•    Ability to develop thorough knowledge of supported applications and understanding of how application functionality relates to the underlying platform technologies.

•    Awareness of Security issues pertaining to web based applications.

•    Ability to concisely document and communicate problem/resolution and information/action plans

•    Demonstrate the ability to remain calm and professional at all times and especially in escalated situations.

•    The ability to credibly communicate technical detail regardless of level of expertise.
            
•    Ability to work a flexible schedule; night shift, swing shift, weekend shifts and holidays is always required