Position Summary
The Systems Support Specialist is responsible for providing timely support and monitoring of systems and applications. This includes resolving technical issues, documenting solutions, and ensuring issues are addressed within defined SLAs. The role involves collaborating with internal teams, offering technical training, and supporting system design and API integrations. The specialist will also escalate unresolved issues, prepare performance reports, and assist both internal teams and customers during meetings and system deployments. The focus is on efficient problem-solving, system reliability, and customer satisfaction.
Key Responsibilities
Provide support to all customers within 5 minutes during normal working hours within 20 minutes after normal business hours
Perform Systems and Applications Monitoring.
And resolving all noted issues promptly
Reacting within 5 minutes for urgent malfunction alerts for critical issues and within 30 minutes for non-critical issues during normal working hours
Reacting within 10 minutes for critical issues and within 1 hour for the non-critical ones after normal working hours
Maintain a knowledge base by documenting all common issues with resolution steps immediately after resolving an issue.
Provide technical training and knowledge-sharing sessions to internal teams.
Collaborate with team members to improve the tools, systems and procedures monthly
Work with the external and internal technical teams to ensure efficient resolution of all system issues within defined SLAs
Prepare, publish and share weekly and monthly accurate and timely system performance reports.
Properly escalate unresolved issues to appropriate internal or external teams and follow up to ensure they are satisfactorily closed
Within 10 minutes for critical issues during normal working hours
Within 30 minutes for critical issues outside normal working hours
Provide prompt and accurate feedback to stakeholders on assigned tasks
Ensure all issues are logged in the service management tool and are properly prioritized and accurately log resolution details in the tickets as soon as they are closed.
Attend online and physical customer meetings to analyze, troubleshoot and diagnose their problems
Prepare and update system documents to assist the customers use the company products during development and deployment
Monitor all transactions and ensure that they are completed within the agreed time and escalate appropriately
Offer support to the internal teams as and when needed
Take part in the systems design together with other teams
Support API integrations, debugging, and system connectivity issues.
Education
Degree in Computer Science or any related course from an accredited institution.
Knowledge
Familiarity with cloud environments such as Azure or AWS.
Good understanding of financial systems, core banking platforms, and payment processing.
Skills and Expertise
At least 2+ years of experience in a similar position.
Proficient in SQL and Excel.
Excellent problem-solving and analytical skills.
Good interpersonal skills.
Strong communication skills with the ability to interact with both technical and non-technical stakeholders.
Ability to work under pressure and handle multiple priorities effectively.
Qualified candidates are encouraged to send their CVs to hr@bayes.co.ke, indicating their salary expectations. Please ensure that the subject of the application email includes the title of the role.
Apply via :
hr@bayes.co.ke
