Job Description

Responsibilities:

Technical Support and Incident Management

• Provide level 2 support for consumer banking applications issues, for Consumer applications (such as ATM, eStatements, Digital Acquisition platforms - Personal Loan, Premium Financing, eMortgage)
• Attend to system alerts, perform diagnostics, and timely escalates the issues to Tech Head and / or vendor (when necessary)
• Follow IT Incident Management SOP, to track and resolve the tickets raised by users

System Maintenance

• Conduct regular health check on Consumer Banking applications, including resource utilization and scheduled tasks completion status.
• Assist in applying patches, updates and fixes. Perform verification in testing environment pior to the implementation in production environment.
• Conduct post implementation verification after deployment of changes to production environment.

Project Delivery & Enhancements

• Lead end-to-end delivery for enhancement for Consumer applications enhancement, and work close with Project Delivery manager to deliver projects for Consumer applications.
• Support other projects which involved Consumer applications within the portfolio.
• Work closely with vendor to drive the analysis of business requirements, design technical solutions, and work with vendor to develop the enhancements for Consumer Banking applications.
• Coordinate testing (SIT/UAT), manage timelines, and ensure on-time delivery with no / minimal disruption to business operations

User & Application Support

• Assist bank users with Consumer application troubleshooting.
• Support end-users in testing and validating fixes before deployment to production.
• Document recurring issues and contribute to knowledge base articles in Confluence.

Change & Release Support

• Assist in testing system changes, upgrades and parameters update.
• Follow IT Change Management SOP to ensure compliance and minimize disruption due from change.
• Validate / engage business users for post-implementation of functionality and fixes of reported issues

Compliance & Security

• Assist in audit preparations by providing the artefacts requested by the relevant parties.
• Report security vulnerabilities or suspicious activities promptly.

Requirements:

• Bachelor degree in IT, Computer Science or related fields
• Any professional certificate whether as business analyst/ architect/ technical like ITIL, middleware certification is good to have
• Min. 5 years in the same role/capacity in Application Management, preferably in banking sector
• Knowledge in application management and SDLC, ITIL/COBIT processes in a banking environment
• Experience in support and troubleshooting for Production and UAT/SIT (coordination and hands-on)
• Good sense in new technologies landscape
• Good communication skill and ability to present technical proposals to stakeholders
• Understanding of application infrastructures including hardware, storage, network, databases
• Experienced in any of the following areas will have added advantage
  • AWS and related technologies
  • Microservices, API Gateway
  • IBM WebSphere Application Server, IBM HTTP Server, JBOSS, Apache Web Server, Apache Tomcat, WebLogic Application Server
  • AIX, Linux and Windows
  • Web development technology knowledge in areas like HTML, JavaScript, CSS, jQuery, Backbone.js
  • Mobile App developments knowledge in iOS and Android