Channels Support Analyst-75k at Sheer Logic

Responsibilities


Manage incidents and changes in line with ITIL principles, ensuring minimal downtime and effective communication with stakeholders.
Monitor performance and availability of ATMs/CDMs and digital channels, generating insights to optimize operations.
Collaborate with vendors, branches, and internal teams to resolve technical and operational issues.
Identify opportunities for process improvement and automation to enhance service delivery.
Support risk and compliance reviews, ensuring controls and configurations meet regulatory standards.
Drive personal development and performance through continuous learning and regular reviews.


Requirements


Bachelor's degree in IT, Computer Science, or related field (Master's degree is an advantage).
ITIL V4 Foundation certification; ITIL Practitioner is an added advantage.
5+ years' experience in channels, ATMs, or payment systems support within banking or financial services.
Strong technical knowledge of ATM/CDM systems, hardware, software, and network infrastructure.
Excellent troubleshooting, problem-solving, and customer service skills.
Familiarity with regulatory requirements and security standards in digital banking operations.
Solid analytical and problem-solving skills with innovative thinking.
Strong communication and interpersonal skills to engage with diverse stakeholders.
Ability to adapt to change and work under demanding situations with resilience.
Strategic thinking and subject matter expertise in IT service monitoring and incident management.