Job Summary
To provide specialist advice & support to elicit, analyse, digital Wallet processes, policies & information systems, through the execution of predefined objectives as per agreed (SOPs).
Drive convergence of technologies, ensure delivery of technology projects associated with Applications and liaise and negotiate with internal customers and technology vendors.
Job Description
Accountability: Service (Applications) Availability
The prime responsibility is for maintaining the availability and reliability of Digital Wallet applications to ensure that IT can effectively meet service targets in accordance with planned business objectives for the service.
The accountability also has a responsibility of analyzing existing application availability issues and problems to determine ways to improve availability at acceptable cost levels.
The accountability has a responsibility to determine availability requirements for new applications or enhancements to existing applications.
Key Activities
Apply relevant research methodologies, tools, and techniques to gather information effectively and purposefully
Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
Deliver IT Digital analysis services as per agreed performance contract
Understand and apply existing best practice frameworks to assist in the implementation of identified subject matter processes and standards.
Identify and recommend new innovative ways of achieving quality results
Optimize the availability of the IT infrastructure to deliver cost effective improvements that deliver tangible benefits to business units and customers
Provide a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis
Provide holistic management of availability that includes people and processes as well as technology
Take actions to achieve reductions in frequency and duration of incidents that impact Digital Wallet availability
Ensure shortfalls in Digital Wallet availability are recognized and appropriate corrective actions are identified and progressed
Create and maintain a forward-looking availability plan aimed at improving the overall availability of IT services and infrastructure components to ensure that existing and future availability requirements can be met
Provide regular reports on availability to Technology management and respective business partners
Organize and maintain a regular availability review process with both key business and IT representatives
Initiate and coordinate actions required to maintain or improve availability of applications
Act as a coordination point for changes to availability levels of applications when needed
Establish measures and reporting that reflect business, user and IT support requirements with regards to application availability
Participate in Change Control meetings to assess and authorize changes from an availability perspective
Assist in SLA negotiation efforts from an availability capability standpoint
Define the key targets of availability required for the applications and their components that underpin a new or enhanced IT application as the basis for an SLA agreement
Analyze and review actual availability levels achieved against SLAs and OLAs
Maintain an awareness of technology advancements and best practices that support application availability
Accountability: Test Management
Responsibility is to ensure that proper testing occurs for all Digital Wallet changes released into the production environments
Key Activities
Work closely with Release Analysts
Review releases and assign appropriate release testing tasks
Compile and review the Testing Deliverables
Conduct installation procedure tests
Participate in functional, performance, and integration testing results
Coordinate user acceptance testing
Coordinate back out testing
Conduct supporting documentation review
Compile test results
Conduct release test review
Coordinate post release testing
Validate and communicate results of testing activities
Accountability: Business Liaison
Single point of contact for one or more business units to represent IT Digital Wallet services.
Key Activities
Identify service needs for the Business Units represented to IT
Escalate Business unit service issues to the Service Manager
Communicate service status on service issues to the Business Unit
Assist in SLA negotiation efforts with Business Unit(s)
Report on quality of services rendered to Business Unit(s)
Accountability: Risk Management
Build relationship with country Technology Risk and Compliance team and provide support wherever required.
Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets.
Accountability: People Management
Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
Establish and maintain a succession plan for the team.
Approve leave requests for team members and create leave plan to ensure adequate coverage.
When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
Resolve grievances rose by team members and escalate only if required.
Address poor performance of any team member through the formal Performance Accelerator programme and ensure that continued poor performance is appropriately dealt with.
Motivate team members and ensure that their efforts are recognised.
Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team.
Education And Experience Required
Undergraduate or higher in Computer Science or any other Technology related field.
Software development experience
ITIL Certification or Equivalent
Architecture Framework Certification (e.g. TOGAF The Open Group Architectural Forum 8.1).
7 years minimum IT experience
Experience in mobile financial services from either Telco or Financial Institution companies.
Subject Matter Expert Qualifications
Dev Ops Certification
Agile and Scrum master Certification will be added advantage
ITIL Certification
Minimum 7-10 years’ experience in IT exposure
Minimum of 2 year service management experience
Knowledge & Skills: (Maximum of 6)
Translate Bus Requirements to Tech Solutions (Solid)
Software development skills (Solid)
Negotiation Skills (Solid)
Strategic Thinking (Solid)
ITIL – Governance Framework (Solid)
Communication Skills (Written and Verbal) (Solid)
Subject matter expertise (Solid)
Understand the IT service delivery within a corporate environment (Advanced)
Conceptual thinking skills (Solid)
Ability to analyse, make decision and initiate act (Solid)
Competencies: (Maximum of 8 competencies)
Agile ways of working (Meets all the requirements)
Business Analysis (Meets all the requirements)
Commercial mindset – (Meets all the requirements)
Creative and innovative thinking (Meets all the requirements)
Openness to change (Meets some of the requirements and would need further development)
Education
Higher Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)
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