Position Summary 

• The Systems Support Specialist is responsible for providing timely support and monitoring of systems  and applications. This includes resolving technical issues, documenting solutions, and ensuring issues  are addressed within defined SLAs. The role involves collaborating with internal teams, offering technical  training, and supporting system design and API integrations. The specialist will also escalate unresolved  issues, prepare performance reports, and assist both internal teams and customers during meetings  and system deployments. The focus is on efficient problem-solving, system reliability, and customer  satisfaction.

Key Responsibilities 

• Provide support to all customers  within 5 minutes during normal working hours  within 20 minutes after normal business hours
• Perform Systems and Applications Monitoring.
• And resolving all noted issues promptly
• Reacting within 5 minutes for urgent malfunction alerts for critical issues and within 30  minutes for non-critical issues during normal working hours
• Reacting within 10 minutes for critical issues and within 1 hour for the non-critical ones  after normal working hours
• Maintain a knowledge base by documenting all common issues with resolution steps  immediately after resolving an issue.
• Provide technical training and knowledge-sharing sessions to internal teams.
• Collaborate with team members to improve the tools, systems and procedures monthly
• Work with the external and internal technical teams to ensure efficient resolution of all system  issues within defined SLAs
• Prepare, publish and share weekly and monthly accurate and timely system performance  reports.
• Properly escalate unresolved issues to appropriate internal or external teams and follow up to  ensure they are satisfactorily closed
• Within 10 minutes for critical issues during normal working hours
• Within 30 minutes for critical issues outside normal working hours
• Provide prompt and accurate feedback to stakeholders on assigned tasks
• Ensure all issues are logged in the service management tool and are properly prioritized and  accurately log resolution details in the tickets as soon as they are closed.
• Attend online and physical customer meetings to analyze, troubleshoot and diagnose their  problems
• Prepare and update system documents to assist the customers use the company products  during development and deployment
• Monitor all transactions and ensure that they are completed within the agreed time and  escalate appropriately
• Offer support to the internal teams as and when needed
• Take part in the systems design together with other teams
• Support API integrations, debugging, and system connectivity issues.

Education

• Degree in Computer Science or any related course from an accredited institution.

Knowledge

• Familiarity with cloud environments such as Azure or AWS.
• Good understanding of financial systems, core banking platforms, and payment processing.

Skills and Expertise 

• At least 2+ years of experience in a similar position.
• Proficient in SQL and Excel.
• Excellent problem-solving and analytical skills.
• Good interpersonal skills.
• Strong communication skills with the ability to interact with both technical and non-technical  stakeholders.
• Ability to work under pressure and handle multiple priorities effectively.