Job Title: Application Support Specialist

Department: Technology and Operations

Report to: Head of IT Service Management & Operations

Location: BDB Head Quarter

JOB PURPOSE

• The role holder is responsible for providing production systems support for all banking applications and monitoring the application’s performance, coordination and follows up with the vendors to fix reported issues and problems and monitor the SLA and OLA. This role holder is also responsible for troubleshooting system defects and unit testing for corrections. He is also responsible in handling the IT governance in term of contract renewal, purchases, and system selections.

KEY RESPONSIBILITIES

• Provides functional & technical support to the Internal banking system and interdependent interfaces and ensures the timely resolution of outstanding defects or issues impacting the business.
• Escalates core issues to the vendor helpdesk and coordinates with them to get the fix at the earliest.
• Provides support in configuration, patches, updates and upgrade management of the Internal Channels system.
• Provides support in integration of the Internal Channels system with other interconnected applications and team.
• Supports the Lead - IT Service Management & Operations in investigating and installing enhancements and operating procedures that optimize Internal Channels application availability.
• Performs unit testing for system’s fixes and resolves performance problems.
• Coordinates with the vendor to develop documentation covering Root cause analysis, Impact analysis, unit testing, and implementation procedure for fixes.
• Provides required support to bank employees in the usability of the bank system and solve any issues faced by them
• Provides reports and data extract as and when required.
• Assists and supports the Lead - IT Service Management & Operations and other internal IT team and in establishing, developing, amending, monitoring and improving the SLA and OLA for the internal application and IT services.
• Ensures proper housekeeping, review, renewal of Internal and vendor contracts.
• Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the year.
• Identifies the training and development requirements for self and agrees on them with the reporting manager to ensure that the required trainings are arranged and attended.

QUALIFICATIONS REQUIRED

• Bachelor’s degree in Information Technology / Computer Systems or any other related field is mandatory.

Years of experience

• 5 Years of experience

Nature or Field of Experience

(Along with Number of years required)

• Minimum of 5 years of relevant experience at a Financial Institution in Application Support Division.

Job Specific Skills:

• In-depth knowledge of the IT products and services that are provided to the various BDB departments by the IT team.
• In depth knowledge of the banking business and products.
• In depth knowledge of ITSM, ITIL and industry standards.
• Good understanding of relationship between database design/management and application performance.
• Good understanding of root/cause analysis; impact analysis and unit testing.

Generic Skills:

• Fluency in English.