Technical Support Specialist - Actimize AML and IFM
Technical Support Specialist – Actimize AML and IFM
About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best.
As global thought leaders, Discovery is passionate about innovating - not only to achieve financial success, but to ignite positive and meaningful change within our society.
About Discovery Bank
We're the world's first behavioural bank, designed with our clients in mind. We haven't changed just one thing, we've changed everything. Our main goal is to improve the financial health of our clients by helping change how they work with their money.Through Vitality Money, our clients will learn more about what it means to be financially healthy and get rewarded for managing their money well.
If you are a problem solver, always questioning the way things are done, passionate about doing what is right, have the ability to change direction quickly when needed and love to dazzle your clients, Discovery Bank could be the place for you.
We welcome inspired, positive and committed people to apply for jobs in Discovery Bank where you will be liberated to realise your full potential.
Job Purpose
The Technical Support Specialist supports business applications and systems using managed Nice Actimize
Anti-Money Laundering (AML) and Integrated Fraud Management (IFM) solutions. This includes the support for underlying technical platforms, operating systems, and different database management systems (e.g. Microsoft SQL, Oracle)
Specific business applications to be supported include SWIFT, FircoSoft, VISA and Bankserv systems.
The incumbent forms part of a team that provides 24/7 support for the application and system products with a focus on high availability and rapid resolution of incidents. Interfaces with various IT stakeholders (infrastructure support, production operations, business systems, IT security etc.) and business stakeholders in ensuring comprehensive operational support for the scope of business applications and systems.Builds and maintains a knowledge base of technical support information for the support and maintenance of the environment.
Areas of responsibility may include but not limited to
Operational Support- Be part of a team providing 24/7 application support capability for different 3rd party and internally developed non-SAP applications e.g., AML, Actimize Fraud Management, Bankserve, Swift and VISA. etc. that are used in the execution of the Discovery Bank’s mandate and business.
- Monitor the application systems’ availability and uptime and report any downtime and feedback to the relevant role players.
- Monitor capacity usage in the applications in scope and provide input to ongoing capacity plans.
- Ensure that application system software is maintained according to OEM specifications.
- Ensure that upgrades to any application system together with the underlying infrastructure are tested and performed in a structured manner in line with the Bank’s change and release processes.
- Interface with IT stakeholders and ensure that the underlying environment is maintained according to the application specifications and requirements through-out their lifecycle.
- Create and maintain documentation related to in scope applications and their supporting systems e.g. installation procedures, operational support documents etc.
- Support and manage any 3rd party interfaces and services.
- Perform root cause analysis, performance tuning and optimisation and other service improvement activities to ensure that the applications operate optimally.
- Log, respond and action incidents in accordance with incident and problem management procedures.
- Communicate critical alerts, statuses and issues to management and perform actions to resolve.
- Provide support to the Programme Office in the build and implementation lifecycle of new services and changes to related services including support for non-production environments.
- Liaise with Change and Release Management in the planning of changes and releases of services in scope.
- Partake and assist in the build and maintenance of the CMDB and ensure that the logical view of services is maintained.
- Participate in the design, planning and testing activities for the resilience and recovery of in scope applications and systems in support of business continuity and disaster recovery functions.
- Provide input to the consolidation of the risk profile for the area of responsibility, manage critical risks and ensure timeous communication.
- Provide input to periodic operational reports according agreed intervals (daily, weekly and monthly reports).
- Identify, document and publish knowledge for internal and customer consumption.
- Participate in the technical knowledge review processes; ensuring the quality of published content.
- Work with internal colleagues to ensure they have the appropriate information and knowledge at hand to be successful in what they do.
- Proactively identify interconnected problems, develop and model alternative solutions as well as contingency plans to resolve value chain conflicts.
- Establish and maintain effective business relationships with customers and IT stakeholders to ensure compliance and establishing a healthy feedback channel.
- Continuously identify improvement areas that will enhance efficiency.
- Ensure that tickets in the ITSM tool are attended to all times and reflect the correct status.
- Define and influence relationships and service level agreements made with internal and external stakeholders.
- Build and maintain relationships with stakeholders to ensure integrated approaches in pursuit of collective goals.
- 3-year National Diploma/ B-Degree in Information Technology.
- Minimum of 6 years’ experience in technical / application support or related experience.
- Experience in the support of the specific application and integration technologies listed.
- Experience in application or technical support in a corporate environment.
- Understanding of the ITIL process. (Certification an advantage).
- Previous experience in the banking or financial services industry would be an advantage.
- Technical / Application Support strategies and approaches.
- Technical documentation creation and maintenance.
- Anti-Money Laundering (AML).
- Integrated Fraud Management (IFM).
- Essential server technologies (Windows, Linux), network and storage technologies.
- Incident and Problem Management procedures
- Exposure to / knowledge of working procedures for the following would be advantageous
- SWIFT
- VISA
- Bankserv
- Database systems (SQL)
- FircoSoft
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.