Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Bank Policies and Policy Standards Understand and manage risks and risk events (incidents) relevant to the role Overall Job Purpose Provide second level specialist support to the Business Unit for all system related incidents and queries within the System Back Office Department Ensure effective maintenance of relevant systems Implementation of Small Enhancements Areas supported Clearing & Settlement Key Accountabilities 1. Accountability: Investigation & Management of System Related Incidents Receive queries from various departments, either telephonically or on the call logging system (Service Now/Service First) to resolve system related incidents pertinent to the Merchant Services or Clearing & Settlement areas for bank Card. Analyze all incoming Incidents and determine, as far as possible: Endeavor to resolve system incidents using available resources and knowledge In case of User Error / User Training need: Provide necessary training/support to user in an attempt to prevent reoccurrence of the issue Resolve Incident with detailed information updated on Incident Management System In case of confirmed/possible system error: Assign Incident to relevant technical team with detailed information on the pre-investigation done updated on the Incident Management System Where applicable, perform and/or coordinate system testing and provide relevant evidence for the change Ensure timely action and feedback on Incidents logged Ensure correct severity/priority is assigned to new Incidents determined by impact Ensure all new Incidents to our group is re-assigned or updated timely Manage feedback to customers & stakeholders Monitor incidents on the system to ensure that necessary action has been taken and follow up, where applicable and if necessary, set up workshops with Group Technology/Business to discuss the Incidents and workarounds Ensure Incident is updated regularly and provide feedback to the caller on the status and/or confirm resolution of resolved incidents Ensure updates on Incidents are clear, understandable and speaks to the problem Ensure root cause and resolve actions are updated correctly Ensure escalation processes are followed in the case of insufficient, non-timely feedback provided Manage Risk and Recovery actions where applicable Management Information/Reporting Logging of Incidents on Daily basis to enable tracking Reporting of Incident statistics on Weekly and Monthly basis Identification and remediation actions provided on trends Regular feedback to Business on Operational issues identified Performance Standards New Incidents assigned to group Incidents logged up to 15:00 on a business day - Updated and/or re-assigned on same day as received for Incidents Incidents logged after 15:00 on a business day – Updated and/or re-assigned before 12:00 on next business day Incidents under investigation in our group Updated at least once a day with progress/actions taken Incidents under investigation by technical teams Monitor and follow up to ensure Incidents updated at least every second day with progress and actions taken up to fix implementation date Follow up on a weekly basis Incidents requiring more information from business Follow up on requested information on a daily basis Resolve Incidents when requested information is not received after 3 business days 2. Accountability: Optimum User Support – Production and Test Systems (IMSP/IMSV/IMSS) Provide expert knowledge to BU Management, Systems users, Support Centre and Stakeholders as required Actively manage stakeholder expectations and relationships Serve as liaison and facilitator between business users and Technical Support teams to assist in addressing and resolving system issues Identify opportunities that can improve efficiency of business processes Effectively manage internal and external relationships to ensure that BU's support needs are met Assist the BU in analyzing and determining systems impact of operational improvement initiatives Actively contribute to ensure our environments achieve the highest level of availability Active work towards knowledge transfer within the team to ensure specialized knowledge never resides with only one resource 3. Accountability: Maintenance and Parameter Changes On receipt of new Maintenance requests: Ensure relevant Business Mandated authorization was received in BU Assist Business to ensure all relevant information is provided Analyze and confirm all system impact and risks assigned to the change Obtain relevant change approval to load PCD changes Where relevant, follow X-V-P route to load PCDs, only load directly in Production when it is a standard Production Merchant-driven PCD or when the risk and urgency drives the decision At all times ensure that PCD entries/changes are reviewed and signed off by a peer For Maintenance changes requiring small development tasks Raise necessary change request against technical team Serve as liaison and facilitator between business users and Technical team to assist in addressing and resolving any issues and concerns Where applicable, perform and/or coordinate required System testing and provide evidence - this includes regression testing Actively manage stakeholder expectations and continuously update on progress and implementation dates 4. Accountability: 3D Secure, Batch link and Mark Off take on and management On receipt of new requests: Ensure relevant Business Mandated authorization was received in BU Assist Business to ensure all relevant information is provided Analyze and confirm all system impact and risks assigned to the change Compile test plan and manage test dates Supply merchant/CSP/Business Partner with the relevant documentation required Supply merchant/CSP/Business Partner with the relevant test plans required to perform full testing and enable certification Assist in the testing and certification process – monitor tests and supply stakeholders with results Ensure required PCD changes and File transfer setup is done correctly Manage development and certification process of new and/or existing merchants/CSPs for 3D Secure services into the Bank systems Where applicable, perform and/or coordinate required System testing and provide evidence - this includes regression testing Actively manage stakeholder expectations and continuously update on progress and implementation dates 5. Accountability: Perform Daily System Health checks, including Checkpoint checks to proactively identify possible settlement issues Perform daily manual Checks as per process guide Log Incidents against Technical support team where relevant Serve as liaison and facilitator between business users and technical team to assist in addressing and resolving issues and concerns Address business process issues and support business where relevant Constantly aim to identify improvement in monitoring processes to achieve optimal monitoring Perform daily checks on system checkpoints Raise Incidents against Technical support team where relevant Manage stakeholder communication where relevant Post-Implementation support – 30 Day error free for new Agile implementations Test systems (IMSV/IMSS) support & maintenance Assist in System Testing prior to Agile/DevOps implementations Small Enhancements Ensure cross-skilling within team, especially in specialized areas 6. Accountability: Provide Post-Implementation Support on newly implemented changes from DevOps and Agile Teams Provide support to development teams during development phases Actively participate in system testing of new development prior to implementation to enhance testing and build knowledge base of the planned change in the system which will enable expert support ability Ensure formal handover documentation and walkthrough received from implementation team prior to production moves Identify and perform daily validation to confirm system processing Identify and log system incidents in the case of failures Manage system incidents up to resolved state Provide business support 7. Accountability: Convert the Business Requirements into System Specifications and enhance systems currently in production – Small Enhancements Liaise and assist the user, Product Owner or Business Analyst to understand the business requirements and investigate the environment within the system requirements Conduct work sessions with stakeholders and technical experts and provide technical expertise and recommendations in assessing new Enhancement requests Facilitate workshop sessions to analyze and identify the most feasible solutions Follow system analysis process and define the actual system process Deliver output Business System Specification (BSS) by agreed dates Collaborate with resources to ensure all system design requirements adequately reflect the business requirements Compile System Testing plans, ensuring regression testing is included Specify any risks or issues to relevant stakeholders on the lifecycle of the development Provide assistance to Systems Developers to understand the BSS and to enable them to deliver a solution Perform SIT and assist users with UAT - prepare own test data and perform testing within Assist with implementation and post-implementation support Ensure formal handover is done to technical support teams Actively manage stakeholder expectations and relationship 8. Accountability: Networking, customer relations and enhance knowledge Keep abreast of system changes and new projects to ensure correct procedures are adhered to and implemented within the area Build and maintain relationships with all relevant areas to be able to deliver excellent customer service Take responsibility/ownership for calls received from clients to ensure end to end resolution 9. Accountability: Teamwork Work together as a team to reach team's goals by respecting, trusting and helping each other. Recommend changes in internal and external processes which will result in improved service delivery Apply expertise to issues of a complex nature and use these as a teaching opportunity for the group of team members Provide input and solutions to team members to ensure that the processes, policies and procedures are up to date, maintained and that any changes are reflected in the appropriate documentation 10. Accountability: Assist in Maintaining the Knowledge Base Act as mentor or coach to ensure other team members reach their true potential and the team reaches multi-skilled levels Build up and maintain process guides on areas of expertise and store on Confluence Ensure continuity by providing training and coaching to team members on expert subjects Skills DevOps System support incident management System Analysis System Testing Problem Solving technical support Stakeholder Management Requirements Gathering Business Analysis Troubleshooting Configuration Management Documentation agile Confluence #J-18808-Ljbffr