Ulemela Hussein
Dar es Salaam,Tanzania
Summary
Driven professional with resilient approach to challenges, seeking to leverage strong analytical and problem-solving skills. Proven ability to adapt quickly and collaborate within diverse teams. Poised to make significant impact by delivering innovative solutions and driving project success.
Overview
15
15
years of professional experience
8
8
years of post-secondary education
Work history
Specialist Card Systems
NMB Bank Plc
Dar es Salaam, Tanzania
2021.06 - Current
- Accountable for end-to-end security of NMB cards and systems
- Manage migration process of all proprietary NMB ATM cards to Card Scheme branded together with card production and personalization vendors.
- Supervision of EMV and PCI certification process for all platforms, equipment’s and terminals.
- Acted as primary contact for Third Party Processor (TPP) on interface and integration issues, addressing card issuing, acquiring, reconciliation, and settlement matters.
- Coordinated card production and personalization processes with TPP until delivery to branches.
- Contributed to ICT work streams of card business projects, setting up products across ATMs, POS terminals, transaction switch, CMS, TPP systems, acquiring platforms, international schemes, card & PIN production systems, e-commerce, and clearing & settlement systems.
- Facilitated support for value-added services across various channels, including ATM, POS, mobile, e-commerce, and digital payment systems such as QR code.
- Second level support for branches & ICT Help desk on all NMB ATM cards issuance and other bank cards acquiring incidents
NOC Systems Administrator
NMB Bank Plc
Dar es Salaam, Tanzania
2017.02 - 2021.06
- Monitored daily operations proactively, conducted first level troubleshooting, resolved issues, and escalated problems related to data centre and DR infrastructure, core banking services, core network, branch connectivity, ATM/POS, self-service channels, and power and cooling utilities at head office and branches.
- Managed all incidents and problems logged into SMAX regarding network, self-service, power, and cooling utilities from branches and head office, meeting SLA(s) and customer expectations.
- Maintained and optimised NOC infrastructure licenses, ensuring that all business-critical services were monitored.
- Prepared daily, weekly, and monthly performance statistics and status reports for network and data centre infrastructure, providing graphical aids for ICT management.
- Automate and consolidate all manual morning health check reports within ICT.
- Provided first level support for all self-service channels and services, escalating issues to second level support as necessary.
- Maintained current configuration on existing NOC infrastructure, including out-of-the-box reports that provided required visibility to management.
- Coordinate planning and execution of routine maintenance tasks.
- Performed and coordinated root cause analysis of incidents and shared RCA/incident reports.
Self Service Channel Systems Support
NMB Bank Plc
Dar es Salaam, Tanzania
2014.07 - 2017.01
- Cross check confirm and report availability of Self Service Channel systems (systems health-check) everyday morning.
- Monitoring and ensure that utilization of Self Service Channel systems resources (processors, memory, disk space & network) are within the acceptable thresholds (
- Preparations of daily, weekly, and monthly performance statistics for the network and data center infrastructure, status reports, and graphical aids for ICT management.
- Ensure that periodic backups / replication of database, application and configurations from live servers to Stand-by & Disaster Recovery (DR) servers are in place.
- 2nd level incidents & problems management in effective manner to ensure highest service availability and shortest time of resolution of incidents.
- Reporting Self Service channel systems incidents to internal business stakeholders (Value Added Service, Channels, Reconciliation, Customer Service Delivery / Call Center) as well as respective internal technical stakeholders (Data Center, Power, Network) and tracking issues until final resolution.
- Escalation of incidents and problems to 3rd level support and interaction with system vendors and 3rd party business partners to resolve systems and integrations / interfaces incidents.
- Implement continuous improvement / upgrades of all omni channel systems and integrations to ensure conformance with performance, capacity, security and regulatory requirements.
- Perform Disaster Recovery (DR) test procedures for Self service channel systems between Primary and DR Data Centers, at least once every year.
- Ensured timely delivery of SMS notifications to customers for all omni channel transactions.
Bank Officer
NMB Bank Plc
Masasi, Tanzania
2011.02 - 2014.06
- Delivered banking services to NMB customers efficiently and with a friendly approach, handling enquiries and providing information on products
- Engaging, knowing and addressing customers’ needs
- Understanding customer needs and expectations and selling appropriate product and services
- Cross-sold bank products to existing customers, enhancing their experience both inside and outside the banking hall
- Upselling and cross selling of bank’s products
- Advised customers on banking products aligned with their life cycle needs, fostering customer satisfaction and loyalty
- Responding to customer complaints in a timely manner and ensure they are given feedback on the resolution to their satisfaction
- Managed turnaround time for issuing ATM cards, cheque books, and customer statements in a timely manner.
- Attending day to day banking enquiries from customers on the range of products and services
- Planning and documenting customer visits and action oriented after visit call reports
- Generated new business leads for the branch.
- Reporting suspicious transactions and activities as per the policies and procedures
- Maintaining professionalism and business acumen in dealing with customers.
Education
Bachelor Degree in - Information Technology
Institute of Accountancy Arusha (IAA)
Arusha 2006.09 - 2009.07
Advanced Certificate for Secondary Education - Physics, Chemistry and Advanced Mathematics
Same Secondary School
Kilimanjaro 2003.07 - 2005.03
Ordinary Certificate for Seconday Education - Science Subjects
Ifunda Technical Secondary School
Iringa 1999.01 - 2002.10
Skills
- Innovative thinking
- Cybersecurity knowledge
- Data privacy principles
- Project Management
- Leadership
Languages
English
Beginner
Swahili
Beginner
Timeline
Specialist Card Systems
NMB Bank Plc
2021.06 - Current
NOC Systems Administrator
NMB Bank Plc
2017.02 - 2021.06
Self Service Channel Systems Support
NMB Bank Plc
2014.07 - 2017.01
Bank Officer
NMB Bank Plc
2011.02 - 2014.06
Bachelor Degree in - Information Technology
Institute of Accountancy Arusha (IAA)
2006.09 - 2009.07
Advanced Certificate for Secondary Education - Physics, Chemistry and Advanced Mathematics
Same Secondary School
2003.07 - 2005.03
Ordinary Certificate for Seconday Education - Science Subjects
Ifunda Technical Secondary School
1999.01 - 2002.10