Description

Provide first-line and second-line (L1/L2) support for banking and business applications, ensuring timely resolution of incidents and service requests.

Monitor application health, availability, and performance, proactively identifying and escalating issues when necessary.

Troubleshoot application, integration, and data-related issues, ensuring minimal disruption to business operations.

Support daily operational activities, including batch processing, job scheduling, and end-of-day (EOD) banking activities.

Perform application deployment and configuration activities across development, testing, and production environments under established change procedures.

Coordinate with development, infrastructure, database, and vendor teams to investigate and resolve application issues.

Maintain accurate incident records, root cause analysis documentation, and support knowledge base articles.

Participate in incident, problem, and change management processes in accordance with ITIL best practices.

Assist in user acceptance testing (UAT), system upgrades, patch deployments, and release activities.

Monitor logs and system alerts, escalating critical issues to senior support staff and management as required.

Ensure compliance with internal policies, security standards, audit requirements, and banking regulations.

Support business users by providing guidance, training, and timely communication during incidents and service disruptions.

Contribute to continuous improvement initiatives to enhance application stability, support processes, and service quality.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.

2-5 years of experience in application support, IT operations, or a similar technical support role.

Experience supporting banking, financial services, or enterprise applications is preferred.

Familiarity with service management frameworks such as ITIL.