NMB Bank Jobs – Systems Analyst (1 Jobs)

Job Purpose
Responsible for second level support of Omni Channels system issues escalated from first level support team (systems & service monitoring) to ensure highest customer service availability and shortest time of resolution of issues of Omni Channel systems and Enterprise Service Bus (ESB).

Main Responsibilities:

    Cross-check, confirm and report availability of Omni Channel systems and services (systems hearth-check) every day morning.
    Monitoring and ensure utilization of Omni Channel systems resources (processors, memory, disk space & network) are within the acceptable thresholds (<80 an="" customer="" effective="" in="" interrupting="" li="" manner="" measures="" necessary="" otherwise="" service.="" take="" upgrade="" without="">
    Ensure periodic backups / replication of database, application and configurations from live servers to Stand-by & Disaster Recovery (DR) servers are in place.
    Manage second level incidents and problems in an effective manner and to the highest service availability at the shortest time of resolving incidents.
    Report Omni Channel systems incidents to internal business stakeholders (Value Added Service, Alternative Channel, Reconciliation, Customer Contact / Call Center) as well as respective internal technical stakeholders (Data Center, Power, Network) and track issues until final resolution.
    Escalate incidents and problems to third level support and interact with system vendors and third party business partners to resolve systems and integrations / interfaces incidents.
    Implement continuous improvement / upgrades of all Omni Channel systems and integrations to ensure conformance with performance, capacity, security and regulatory requirements.
    Generate reconciliation files and share with respective users, internal and external.
    Ensure that all SMS notifications to customers for all Omni Channel transactions are successfully delivered to customers on time.
    Perform Disaster Recovery (DR) test procedures for Omni Channel systems between Primary and DR Data Centers, at least once every year.
    Any other tasks as assigned by the Line Manager.



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