Digital Channels Support Manager

The Digital Channels Support Administrator will provide technical assistance, monitor system performance, and respond to user inquiries and incidents promptly, thereby contributing to the overall reliability, security, and usability of our digital platforms. By delivering exceptional customer service, facilitating user training, and staying updated with industry trends, the Digital Channels Support Administrator helps enhance the digital experience for our customers and drive the success of our organization in the digital space.

Responsibilities

• System Monitoring: Implement and maintain monitoring tools to track the performance, availability, and reliability of digital channels, ensuring proactive identification and resolution of potential issues.
  
• Uptime Management: Ensure maximum uptime for digital channels by implementing robust redundancy measures, performing regular maintenance tasks, and promptly addressing any downtime incidents.
  
• Technical Support: Provide technical assistance and troubleshooting for digital channels, including addressing user inquiries, resolving access issues, and troubleshooting technical problems.
  
• Incident Response: Respond to and resolve incidents affecting digital channels promptly, following established incident management procedures to minimize disruption to services and users.
  
• Performance Optimization: Analyze system performance metrics and identify opportunities to optimize digital channels for improved speed, reliability, and user experience.
  
• User Training and Documentation: Develop training materials and provide user training sessions to educate users on how to effectively use digital channels, including best practices for navigation, functionality, and security.
  
• Analytics and Reporting: Monitor user interactions, traffic patterns, and performance metrics of digital channels, analyzing data to identify trends, insights, and areas for improvement, and generating regular reports for stakeholders.
  
• Collaboration and Communication: Collaborate with cross-functional teams such as IT, marketing, and customer service to align digital channel strategies, gather feedback, and communicate updates or changes effectively to stakeholders and end-users.
  
• Continuous Learning: Enhance understanding of all  electronic banking systems and related applications on a day-to-day basis through practice and self-driven learning, staying abreast of emerging technologies, industry trends, and best practices to effectively support and improve digital channels.
  

Requirements

Academic & Professional

• Education: Bachelor’s degree in Software Engineering, Computer Science, Information Technology
  

Professional Qualifications

• ITILv3 or v4, Database Administration (OCA, MSSQL), MCSA, MCSE, Software Engineering, Linux AA
  

Skills and Experience  

• Total Minimum No of Years Experience Required 2
  
• Working knowledge of Digital channels i.e., ATM, mobile banking, Internet banking
  
• Windows, UNIX and Linux operating systems, Shell Scripting, PHP, and Java Scripting knowledge.
  
• Knowledge of relational databases i.e., Oracle, MSSQL
  
• Programming skills