GERISHON NDERITU GITONGA

Platform support and Service Management.

• System Administration through Performing day-to-day administration duties across the Core Banking and Financial systems platforms so as to ensure system stability and consistent levels of service delivery.
• Monitoring the various Payment and Financial Service platforms (Mshwari-Fuliza, Loop, Mpawa, Mokash RW-UG, MoMokash CI).
• Support Robotics Process Automation – Assisting departments in admitting process for automation, performance monitoring and Reporting of developed across Loop DFS.
• Collaborating and working with the various vendors and partner organizations: Safaricom, Cellulant, Vodacom and MTN to ensure service availability.
• Daily COB Services -Execute all Daily COB (Close of Business) activities performed across the 5 markets.
• System Reporting through Analysis, design and generation of various reports in an accurate manner and distribute in an effective and timely

Project Management – Functional and Technical Requirements definition and implementation of various project at Loop DFS.

• ü Upgrade of Loop LR2 to LR3 –developed test cases, involved in initial CUG and provided feedback on app performance.
• ü Migration/Upgrade of MoKash Uganda from T24 to NEO.
• ü IT Ops Lead in RFI, RFP and vendor selection – Receivables Management System.
• ü IT Ops Lead in Global build / MoMoKash Ivory Coast migration from T24 to Global build environment.
• ü Robotics Process Automation - Identified processes to be automated for platform support, Developed the RPA framework, verified Process/Solution Design Documents, RPA Performance Monitoring and reporting.
• ü Developed test cases and for Merchant Web and Mpawa Merchant Stock Financing.

Support and Implementation of ITIL best practices.

Involved in development of Incident, problem and change management processes.

Incident Management

• Ø Coordinate all stakeholders during major Incidents (P1s) through setting up troubleshooting meetings, sharing communication, documenting Incident reports, Reviews and follow up on Root Cause Analysis.
• Ø Ensure faster resolution of service outage incidents by escalating to 2nd Level or partners.
• Ø Provision of appropriate workarounds to customers for incidents escalated as problems within the agreed SLA.
• Ø Analyze trends in Incident reports to identify and report potential problems.

ü Change Management

• Ø Organize change management through CAB meetings.
• Ø Track changes within Loop DFS.

ü Problem Management

• Ø Continuously track and collaborate with the all departments, 2nd level and/or 3rd party support vendors to ensure timely resolution of all escalated system failures on all platforms.
• Ø Document Known error records, Workarounds to known problems.

• To identify, log, track and resolve application issues and bugs
• To perform tests on applications fixes and deployment to production environment
• To track and maintain enterprise application information including systems versions and deployments
• To manage patch and change management process for critical applications
• To document application integrations, data flows and logical data models
• Identifies system gaps and ensures closure in a timely manner
• Assures that decisions taken to improve the Help Desk's overall customer experience are implemented
• To perform Business Continuity Procedures e.g
• Through DR testing resilience
• Communicates important facts accurately and assist in creation and implementation of quality-improvement strategies for the department in question

• Ensuring maximum possible System Up-time to end users and customers within the branches
• To identify, log, track and resolve application issues and bugs
• To manage patch and change management process for critical applications
• To document application integrations, data flows and logical data models
• To prepare trainings for users in various systems in the bank

• To handle requests for technical assistance in person, via phone, and electronically
• To perform End of day(EOD) procedures
• To advise on, diagnose and resolve technical hardware and software issues
• Ensure that all the system users conform within their system rights
• To follow standard help desk procedures and policies
• To maintain a log of all help desk interactions
• To identify, prioritise and escalate situations requiring urgent attention