Job 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.