Specialist Support Engineer

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

• Key Responsibilities:
  • 1. Application Support (IMSP, IMSV, SERVICENOW, MAINFRAME, POSTILION & PASTEL).
  • Apply critical thinking, design thinking and problem-solving skills to solve technical problems on existing applications.
  • Provide expert knowledge to BU Management, Systems users, Support Centre and Stakeholders.
  • Apply upgrades, patches, system configurations changes, and optimizations.
  • Maintain accurate and up‑to‑date documentation for each application and systems.
  • Ensure application reliability, security, disaster recovery readiness, and performance.
  • Manage stakeholders’ expectations and provide technical support aligned to all SLA’s.
  • Provide ongoing user support, training, and technical guidance.
  • Screen and prioritize user requests for changes or enhancements.
  • Schedule and oversee planned maintenance activities including backups, restoration testing, and performance tuning for production IT services to prevent failures and minimize operational disruptions.
  • Develop and maintain knowledge in application functionality, user workflow, and business processes.
• 2. Maintenance and Parameter Changes:
  • Ensure that all Business‑Mandated authorizations are formally obtained from the relevant business units before any implementation activities proceed.
  • Ensure that a change request is logged for every system maintenance request in accordance with the organization's Change Management process.
  • Coordinate upgrades across multiple applications, monitor and provide ongoing support.
  • Collaborate with infrastructure, architecture, and information security teams.
  • Ensure minimal business disruption during maintenance.
• 3. Monitoring & Performance Management:
  • Monitor merchants acquiring applications health, Performance, and ensure that system enhancement requests are logged.
  • Conduct diagnostics for program errors and implement solutions.
  • Identify system inefficiencies and recommend improvements.
• 4. Governance, Risk & Process Control:
  • Improve procedures for handling incidents, change requests, and configurations.
  • Support transition processes from development to production.
  • Define and maintain application standards, guidelines, and best practices.
  • Support availability and capacity planning.
  • Identify and assess risks; perform root cause analyses for incidents and implement remedial actions.
• 5. Stakeholder & Vendor Coordination:
  • Act as liaison between business units, external service providers, and IT teams.
  • Communicate effectively across different teams to coordinate changes.
  • Assist with project planning for application upgrades and integrations.

Devops & Support:

• Apply critical thinking, design thinking and problem solving skills to solve technical problems on existing applications.
• Implement all configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenance patches) for enterprise wide applications.
• Provide efficient and effective support of applications including continued development of the application and security, software patches, reliability, disaster recovery and ensure the application meets the business needs.
• Schedule and oversee planned maintenance tasks, such as backups and performance tuning, for production IT services to prevent and to minimize issues.
• Maintain correct and current application documentation and making it available to application users.
• Oversee application implementation and configuration, patches, upgrades and maintenance, and ensure that application performance meets agreed SLAs and OLAs.
• Ensure minimal business operations impact due to upgrades and maintenance activities.
• Coordinate and execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services to prevent and to minimize issues.
• Manage applications throughout their lifecycle and assist in the application-related aspects of designing,…