The Channels Support Analyst is responsible for the technical support, monitoring, and optimization of banking channels including ATMs, CDMs, and digital platforms. The primary objective of the role is to ensure maximum service availability through diligent incident and change management, following the ITIL framework. The analyst will work closely with internal teams and external vendors to resolve technical issues and drive operational excellence.
Key Responsibilities
Incident and Change Management: Manage incidents and changes in line with ITIL principles, ensuring minimal downtime and maintaining effective communication with all stakeholders.
Channel Monitoring: Monitor the performance and availability of ATMs/CDMs and digital channels, generating insights to optimize daily operations.
Stakeholder Collaboration: Collaborate with vendors, branches, and internal teams to resolve technical and operational issues efficiently.
Process Improvement: Identify opportunities for process improvement and automation to enhance service delivery and uptime.
Risk and Compliance: Support risk and compliance reviews, ensuring that all channel controls and configurations meet regulatory and internal security standards.
Performance and Growth: Drive personal development and performance through continuous learning and regular reviews.
Requirements and Qualifications
Education: Bachelor’s degree in IT, Computer Science, or a related field. A Master’s degree is considered an advantage.
Certifications: ITIL V4 Foundation certification is required; ITIL Practitioner certification is an added advantage.
Experience: 5+ years’ experience in channels, ATMs, or payment systems support within the banking or financial services sector.
Technical Skills: Strong technical knowledge of ATM/CDM systems, hardware, software, and network infrastructure.
Soft Skills: Excellent troubleshooting, problem-solving, and customer service skills. Strong communication and interpersonal skills to engage with diverse stakeholders.
Competencies: Strategic thinking and subject matter expertise in IT service monitoring and incident management. Ability to adapt to change and work under demanding situations with resilience.
Regulatory Knowledge: Familiarity with regulatory requirements and security standards in digital banking operations.
How to Apply
Interested candidates should send their CV to talentsourcing@sheerlogicltd.com by 8th May 2026. Please ensure you indicate the job title in the subject line of your email.
How to Apply
Send your CV to talentsourcing@sheerlogicltd.com by 8th May 2026. Please indicate the job title in the subject line of the email.
