Digital Channels Support Specialist at NBC February 2026
The role is responsible for ensuring continuous availability of Digital Channels to customers on a 24/7 basis and managing Service Level Agreements (SLAs) with internal and external vendors.
The position supports growth in digital transactions, service uptime, and revenue generation through digital service charges across platforms including ATMs, Internet Banking, Corporate Internet Banking, Mobile Banking, USSD, Agency Banking, and other digital solutions.
Key Accountabilities
ATM Operations, Projects and Risk Management (20%)
- Manage all ATM-related operational issues, compliance requirements, and projects.
- Prepare MIS reports on ATM technical performance and infrastructure in line with regulatory standards.
- Ensure ATM monitoring processes are in place, with timely escalation of incidents.
- Oversee ATM commissioning and decommissioning in accordance with regulatory guidelines.
- Maintain an updated ATM inventory database covering location, configuration, and operational status.
- Manage ATM hardware, switching systems, software, processes, and procedures to ensure compliance.
- Lead ATM-related projects from planning through implementation.
- Implement system changes and fixes within the ATM portfolio.
- Establish and enforce ATM risk controls, including fraud prevention measures.
Digital Channels Operations, Projects and Risk Management (50%)
- Administer systems access and ensure proper authorization controls.
- Monitor digital platforms end-to-end and troubleshoot issues until full resolution.
- Develop and implement anti-fraud strategies across digital channels.
- Escalate system faults as per the defined escalation matrix.
- Conduct error handling analysis to prevent system disruptions.
- Forecast future system demand and plan infrastructure enhancements.
- Generate management reports as required.
- Advise management on optimal solutions to enhance service delivery and competitiveness in digital channels.
Incident and Problem Management (20%)
- Take ownership of all IT digital channel-related problems.
- Classify incidents by priority, impact, and category, and manage resolution to closure.
- Perform root cause analysis for digital and ATM-related issues.
- Coordinate problem diagnosis and lead corrective action plans.
- Liaise with external vendors to ensure timely resolution.
- Resolve ownership disputes and escalate when necessary.
- Ensure known errors and workarounds are properly documented and communicated.
- Conduct quality assurance of problem records and resolutions.
Governance and Risk Management (10%)
- Collaborate with IT Risk and Governance teams to strengthen compliance.
- Improve risk profile through enhanced governance, controls, and audit readiness.
- Recommend and implement corrective measures to achieve audit and assurance targets.
Business Continuity Responsibilities
- Conduct periodic reviews and tests of Business Continuity Plans (BCP).
- Ensure technical components of BCP are tested at least annually or after major changes.
- Coordinate at least one simulation exercise annually involving critical business units.
- Document results of tests and recommend improvements.
- Participate in BCM and Disaster Recovery (DR) activities for critical systems.
- Support annual business continuity test plans.
- Ensure restoration of business services within agreed recovery timeframes.
- Assist in development and enhancement of BCP procedures.
Core Competencies
- Strong expertise in Digital Channel Technologies including Internet Banking, Mobile Banking, USSD, and ATM networks.
- Solid knowledge of IT infrastructure including hardware, software, networks, and integrations.
- Experience with monitoring and alerting tools such as Splunk, Dynatrace, or Nagios.
- Understanding of ATM switching systems and monitoring platforms.
- Knowledge of microservices architecture and distributed systems troubleshooting.
- Familiarity with Application Lifecycle Management (ALM) and release management.
- Understanding of IT procurement and vendor management processes.
- Proficiency in Java, SQL, PL/SQL, Forms and Reports.
- Scripting skills in Python, PowerShell, or Bash for automation.
- Database knowledge (Oracle, SQL Server, or similar).
- Strong analytical, problem-solving, and decision-making skills.
- Advanced proficiency in Microsoft Office, especially Excel.
- Ability to manage multiple stakeholders across regions.
- Experience developing and defending technical and budgetary recommendations.
- Commitment to continuous learning in digital technologies and DevOps practices.
Qualifications
- Advanced Diploma or Bachelor’s Degree in Computer Science, IT, Engineering, or related field.
- ITIL v3 Certification (preferred).
- Knowledge of Banking and Branch Operations.
- Advanced understanding of IT service delivery in corporate environments.
- Strong conceptual and analytical thinking skills.
- Prior experience in a junior specialist role within digital channels is an added advantage.
Experience
- Minimum of 4 years’ experience in digital banking or digital channel operations.
- Experience managing multiple projects in deadline-driven environments.
- Ability to operate effectively in dynamic, collaborative, and fast-paced settings.
- Proven experience developing and presenting technical and budget recommendations.
Education Requirement
Bachelor’s Degree or Advanced Diploma in Physical, Mathematical, Computer, or Life Sciences, with relevant experience in a similar environment at junior specialist level.
Only shortlisted candidates will be contacted.
