Role Purpose:

This resource will provide both functional and technical expertise in critical areas, including payment systems (clearing, international money transfers, billers, etc.), branch operations, trade operations, treasury operations, HO operations, credit systems, Alternate Business channels (cash deposit machines), CRM systems, and business reporting. Additionally, they will be responsible for Level 2 support, ensuring efficient ticket resolution across incidents, requests, and problem management.

Beyond core technical support, this role will contribute to system availability and uptime, value-added service initiatives, project activities, training, and talent development.

Responsibilities or duties:

• Applications Monitoring – Continuously tracking the performance and availability of banking applications, such as core banking, payment systems, integrations with third party applications.
• Troubleshooting & Incident Management – Quickly identifying, diagnosing, and resolving application issues that may impact business operations.
• User Support – Providing level 2 support to the business.
• Project support - be a subject matter expertise in supporting value-added services and project implementation.
• Change Management – Coordinating application updates, patches, and new releases to minimize disruption to business operations.
• Performance Optimization – Analyzing application performance metrics and implementing improvements to enhance speed, reliability, and efficiency.
• Security & Compliance – Ensuring that application support activities adhere to stringent industry security standards and regulatory requirements.
• Disaster Recovery & Business Continuity – Participating in the development and testing of recovery plans for critical banking applications.
• Vendor Liaison – Collaborating with partners and third-party service providers to resolve complex issues and manage service level agreements.
• System Integration – Assisting in the integration of various business applications to ensure seamless data flow and functionality.

Qualifications or requirements (e.g., education, skills):

• Industry Experience – Prior experience in application support, particularly in financial services, banking, or insurance.
• 3 years minimum –in financial services, banking, or insurance.
• Educational Background – A degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Technical Skills – Proficiency in programming paradigms (Java, Python, SQL), operating systems (Linux, Windows), and database management.
• ITIL Certification – Knowledge of IT Service Management (ITSM) frameworks, such as ITIL is added advantage.
• Project Management Training – Certifications like PMP or Agile methodologies is an added advantage.
• Security & Compliance Knowledge – Understanding of cybersecurity best practices and regulatory compliance is added advantage.
• Problem-Solving & Analytical Skills – Ability to diagnose and resolve complex technical issues efficiently.
• Communication & Collaboration – Strong interpersonal skills to work with cross-functional teams, vendors, and end-users.

• Applications Monitoring – Continuously tracking the performance and availability of banking applications, such as core banking, payment systems, integrations with third party applications.
• Troubleshooting & Incident Management – Quickly identifying, diagnosing, and resolving application issues that may impact business operations.
• User Support – Providing level 2 support to the business.
• Project support - be a subject matter expertise in supporting value-added services and project implementation.
• Change Management – Coordinating application updates, patches, and new releases to minimize disruption to business operations.
• Performance Optimization – Analyzing application performance metrics and implementing improvements to enhance speed, reliability, and efficiency.
• Security & Compliance – Ensuring that application support activities adhere to stringent industry security standards and regulatory requirements.
• Disaster Recovery & Business Continuity – Participating in the development and testing of recovery plans for critical banking applications.
• Vendor Liaison – Collaborating with partners and third-party service providers to resolve complex issues and manage service level agreements.
• System Integration – Assisting in the integration of various business applications to ensure seamless data flow and functionality.

• Proficiency in programming paradigms (Java, Python, SQL), operating systems (Linux, Windows), and database management.
• Knowledge of IT Service Management (ITSM) frameworks, such as ITIL is added advantage.
• Certifications like PMP or Agile methodologies is an added advantage.
• Understanding of cybersecurity best practices and regulatory compliance is added advantage.
• Ability to diagnose and resolve complex technical issues efficiently.
• Strong interpersonal skills to work with cross-functional teams, vendors, and end-users.

• Prior experience in application support, particularly in financial services, banking, or insurance.
• A degree in Computer Science, Information Technology, Software Engineering, or a related field.