About the Role
The Application Support Analyst is responsible for ensuring the stability, availability, and efficiency of banking applications. This role involves troubleshooting and resolving technical issues, supporting business users, and collaborating with vendors to enhance system functionality. The analyst also ensures compliance with IT policies and security standards while continuously improving application performance.
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Key Responsibilities
Application Support & Troubleshooting
- Provide Level 1 and Level 2 support for banking applications, ensuring minimal disruption to operations.
- Diagnose, troubleshoot, and resolve application-related issues efficiently.
- Work with internal teams and external vendors on issue resolution and enhancements.
System Monitoring & Performance Optimization
- Monitor application performance, identify bottlenecks, and recommend improvements.
- Proactively detect potential system failures and initiate corrective actions.
- Perform regular maintenance activities, including patching and updates.
User Support & Training
- Assist business users with application-related queries and functional issues.
- Conduct training sessions for employees on the effective use of banking applications, involving the vendor where additional training is needed.
Incident & Problem Management
- Log, track, and document recurring issues to support root cause analysis.
- Ensure timely communication and resolution of incidents to minimize business impact.
Application Enhancements & Change Management
- Collaborate with business units to identify and implement application improvements.
- Participate in system upgrades, testing, and deployment of new functionalities.
- Ensure all changes are properly documented and comply with IT governance policies.
Vendor Coordination & Support Agreements
- Liaise with third-party vendors for system support, enhancements, and fixes.
- Escalate unresolved issues to vendors and track resolution progress.
Security & Compliance
- Ensure applications comply with internal security policies and external regulations.
- Assist in audits by providing documentation and technical support.
- Implement security updates and controls to protect sensitive banking data.
Documentation & Reporting
- Maintain records of issues, resolutions, system configurations, and enhancements.
Process Innovation, Automation & Digitalization
- Drive continuous process improvement through innovative, automated, and digital solutions as required.
Business Control & Governance
- Ensure adherence to the Bank's policies, regulatory requirements, and industry standards in all operational activities.
Self and People Development
- Continually update your skills through knowledge acquisition, on-the-job training, or project involvement, and encourage and support others to do the same.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum 5 years of experience in application support.
