Cecilia CHATINDIARA

· Technical issues- Finds the best way to resolve Incidents and requests that would have taken more time that anticipated without compromising the result.

· Reviewing the performance of the team on a weekly basis and ensuring that the team is meeting the expected KPI

· Handling escalation of issues from Customers and ensuring we resolve the challenges.

· Attending weekly management meetings where we discuss and align how we will

· Making follow ups with the Team and ensuring we are not breaching our SLAs with the customers.

· Attending weekly meetings with the banks and sharing technical progress for the projects and tickets they raised with the team.

· Handling technical escalations, the team and ensuring we push other departments for a resolution

· Scheduling of trainings for the team members whenever necessary.

• Handling of technical escalations be it internal or external
• Creation of payroll roster for all departments
• Handling and allocation of support funds
• Ensuring that queries, enquiries, and handling of day-to-day customer communication is done in an efficient manner which enhances the customer experience.

• Ensures that systems are working correctly through uptime monitoring, and rating checks
• Manages Postilion for financial institutions (card production, routing of traffic, transaction tracking)
• Write SQL scripts to generate reports and manipulate databases for several applications as requested by customers and managers
• Participates in quality assurance tests
• Trains customers and other stakeholders on new applications
• Manages and monitors USSD, smartphone apps and payment integrations configurations for mobile banking
• Negotiates and communicates with customers in highly escalated issues
• Knowledge on real-time monitoring of critical services using Kibanna, ARMAS, Nagios and Grafana and quickly pick up and resolve outages
• Participate in end-to-end solutions delivery, deployment, system integrations, and user acceptance of projects
• Documenting procedures and manuals for all company products
• Review applications operational logs to assist in query investigations
• User management in active directory secure domains and other organization wide applications
• Performs disaster recovery and other tests for the organizations systems and infrastructure in consultation with the system vendor(s).

I worked for one year with the Ministry of ICT and cyber security (MICTCS) for industrial attachment. I gained a lot of knowledge pertaining to IT.

Tasks carried out involved:

• Database management developed using Oracle
• Networking use of static and dynamic IP addresses and use of SAP,
• System development,
• Data capturing