Channels Support Analyst-75k

May 4, 2026
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Job Description

Are you passionate about ensuring seamless customer experiences across banking channels and self-service touchpoints? We are seeking a Channels Support Analyst to join a dynamic technology team supporting mission-critical services across the region.

This role offers the chance to work in a fast-paced environment, ensuring the smooth operation of ATMs, CDMs, and digital channels while driving process improvements and service excellence.

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.

How to Apply

Send your updated CV to talentsourcing@sheerlogicltd.com by 8th May 2026.