About

Equity Bank

is one of the region’s leading Banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive financial services that maximize their opportunities. With a strong footprint in Rwanda, Kenya, Uganda, Tanzania, DRC, and South Sudan, Equity Bank is now home to nearly 20 million customers - the largest customer base in Africa. Currently, the Bank is seeking additional talent to serve as SENIOR OFFICER, DATA SCIENCE AND ENGINEERING, whose holder reports to the Manager, Data Analytics

Job Purpose

The Support Assistant Manager,

DFS IT Operations is a player-coach role accountable for the stability and operational excellence of the Core DFS platform and middleware integrations within the subsidiary. The role combines hands-on technical leadership across both domains, Core DFS and Middleware, with people management responsibility for 4 operations officers, balancing individual technical contribution with team development, task coordination, and performance management. Reporting to the Head of IT with a dotted line to Group IT Operations, The Tech Lead serves as the local escalation point for critical incidents, ensures alignment with Group standards, and drives execution of the 1-5-10 operational mandate. The role builds team capability through coaching, structured task assignment, and formal performance evaluation while contributing to the broader Technical Operations community through metrics reporting and participation in Group forums

Key Responsibilities

Key Responsibilities

• Serve as the primary technical expert for the subsidiary's Core DFS platform and middleware integrations, providing hands-on troubleshooting, diagnosis, and resolution of complex operational issues
• Act as the local escalation point for critical incidents, leading technical investigation and coordinating resolution efforts across infrastructure, database, network and application domains
• Execute the 1-5-10 operational mandate, demonstrating exemplary detection, investigation and resolution capabilities while driving team adherence to response targets
• Conduct root cause analysis for complex and recurring incidents, identifying systemic issues and implementing preventive measures in coordination with Group IT Operations
• Monitor platform health, performance, and availability proactively, identifying risks and taking corrective action before issues impact service
• Execute and oversee approved configuration changes, system enhancements, and maintenance activities, ensuring proper validation and rollback readiness
• Escalate complex technical issues to Group IT Operations resources when local resolution is not achievable, providing detailed technical context and supporting collaborative troubleshooting.
• Lead, coach and develop a team of operations officers, building technical capability and operational discipline through structured mentoring and hands-on guidance
• Escalate through the Group technical escalation path for issues requiring vendor engagement, advanced expertise or cross-subsidiary coordination
• Assign tasks and allocate work across the team based on priority, complexity and individual development needs, ensuring balanced workload and skill growthManage shift scheduling and roster planning to ensure adequate operational coverage, adjusting for leave, training and peak periods
• Approve leave requests while maintaining minimum coverage requirements and operational continuity
• Conduct formal performance appraisals (mid-year and annual reviews), setting clear objectives, providing constructive feedback and documenting performance outcomes
• Serve as the first point of consultation for team members on technical questions, operational decisions, and process clarifications

QUALIFICATIONS, SKILLS, EXPERIENCE AND ATTRIBUTES

QUALIFICATIONS, SKILLS, EXPERIENCE AND ATTRIBUTES

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, Computer Engineering, Telecommunications, or related technical field
• Additional certifications such as (CKA) or Red Hat Certified Specialist in OpenShift, AWS Certified SysOps Administrator / Azure Administrator Associate, Certified SRE Foundation or DevOps Foundation, CompTIA A+, Network+, ITIL Foundation, or equivalent demonstrating foundational IT knowledge (preferred but not mandatory).
• Minimum 5 years of progressive experience in IT operations, technical support, or systems administration. At least 3 years of hands-on experience with financial services platforms, mobile money systems, core banking applications, or payment systems.
• Demonstrated experience in production environment operations, including incident management, change execution, and platform monitoring.
• At least 2 years of experience working with integration platforms, middleware technologies, APIs, or enterprise service buses.Prior experience leading, supervising, or managing a technical team, including task allocation, performance feedback, and team development (minimum 2 years).
• Proven track record of leading or significantly contributing to critical incident resolution in production environments
• Experience working in 24/7 operational environments with shift-based coverage or on-call responsibilities