Senior Officer, TSSO - Support Systems

About the Role
In this role, you will be responsible for the management of production systems and software development to ensure seamless business operations. This includes maintaining systems, coordinating with vendors, supporting business unit requirements, and generating reports as needed. You will be tasked with understanding and analyzing business needs and ensuring that technical solutions align with those needs while adhering to compliance and governance policies.

Responsibilities

• System Management:

  • Maintain production systems and resolve any issues related to:
    • Satellite Applications support
    • Application Integration and API Calls
    • Card services
  • Coordinate with vendors on system updates and requested changes
  • Obtain updates/changes and arrange for implementation
  • Provide a work schedule with timelines

• Software Development:

  • Obtain requirements from business groups
  • Analyze business requirements in the Change Request (CR) and coordinate with vendors and internal staff for development and delivery
  • Test and evaluate patches developed in-house or received from vendors before submitting for User Acceptance Testing (UAT)
  • Conduct pretests with users, including demonstrations of new and upgraded software

• Business Unit Support:

  • Provide support during User Acceptance Testing (UAT)
  • Troubleshoot systems
  • Ensure business units have the required systems support

• Reports:

  • Provide ad-hoc reports to the business as per their requirements

Corporate Governance & Compliance

• Work fully within risk policies & procedures and all compliance regulations
• Adhere to IT policies and procedures, including following change management protocols

Key Performance Indicators

• Good understanding of business requirements
• High quality support to business units
• Effective management of projects within timelines
• Positive feedback from users
• Effective updating of systems
• Accurate and effective reports and analyses in line with business unit requirements
• Smooth operation of processes with minimal downtime of systems
• Build and maintain effective relationships with vendors

Generic KPIs

• Compliance with operational procedures and instructions, and risk policies.