SUMMARY OF ROLE:

The Application Support Analyst is responsible for
ensuring the stability, availability, and optimal performance of enterprise and
core banking applications. The role provides end-to-end application support,
incident and problem management, system monitoring, and coordination with
internal teams and vendors to ensure uninterrupted banking operations while
maintaining compliance with bank policies and regulatory requirements.

KEY RESPONSIBILITIES:

Responsibilities

Application Support & Operations

•
Provide
day-to-day support for enterprise and banking applications to ensure high
availability, system stability, and minimal downtime.

•
Deliver
Level 2 and Level 3 applications support and act as an escalation point for
critical system issues.

•
Monitor
system performance, conduct regular health checks, and ensure data integrity
across integrated platforms.

Incident & Problem Management

•
Manage
application incidents, including investigation, root cause analysis,
resolution, and post-incident reviews.

•
Coordinate
closely with infrastructure teams and vendors to resolve complex application
issues within agreed SLAs.

•
Track and
manage service requests, incidents, and change tickets in line with ITIL
processes.

Change, Release & Deployment Support

•
Support
system deployments, upgrades, patches, and enhancements in coordination with
change and release management teams.

•
Participate
in testing activities to ensure system changes are implemented with minimal
business disruption.

•
Ensure
proper documentation and approvals are in place for all system changes.

Integration & Technical Coordination

•
Support
application integrations and data flows between enterprise systems using APIs,
middleware, and interface monitoring tools.

•
Work
closely with business users to understand functional requirements and translate
them into technical support solutions.

Business Continuity & Disaster Recovery

•
Participate
in disaster recovery drills and ensure application readiness for business
continuity.

•
Support
production continuity planning and recovery activities for critical systems.

Team Management & Leadership

•
Support
the day-to-day supervision of the application support team to ensure effective
service delivery and adherence to SLAs.

•
Allocate
and monitor team workload to ensure timely resolution of incidents, requests,
and system issues.

•
Act as an
escalation point for critical application issues and ensure proper coordination
with internal teams and vendors.

•
Provide
guidance, coaching, and on-the-job support to team members to enhance technical
capabilities and performance.

•
Monitor
team performance and ensure compliance with IT policies, procedures, and
operational standards.

•
Promote
continuous improvement within the team to enhance efficiency, system
performance, and service quality.

•
Support
knowledge sharing, documentation practices, and cross-training within the team
to ensure operational continuity.

Process Innovation, Automation & Digitalization:

•
Drive
continuous process improvement through innovative, automated, and digital
solutions once required

Business Control & Governance

•
Ensure
adherence to the bank's policies, regulatory requirements, and industry
standards in all operational activities.

Self/People Development & Continuous Learning:

•
Continually
update oneself through knowledge acquisition, on-the-job training, or project
involvement; advocate and support others to do the same.

Requirements