Role Overview
The Application Support Officer is responsible for supporting the Bank’s business-critical applications, including Finacle Core Banking, Finacle Treasury, Vision Business Intelligence, reconciliation systems, Eastnets AML / Profiling solutions, CTS, ACH, Newgen DMS / Omnidocs, CBK-related systems, and other assigned business applications. The role ensures stable day-to-day operations, timely incident resolution, structured problem management, root-cause analysis, user support, controlled system changes, documentation, and support for application-related projects.
Key Responsibilities
- Application Support: Provide second-line support for core and business applications, ensuring timely resolution of incidents escalated from the service desk or business users.
- Monitoring: Oversee application availability, interfaces, jobs, queues, alerts, and exception reports to ensure continuous service delivery and early issue detection.
- Operational Activities: Execute and support day-end, day-start, month-end, and year-end application activities in accordance with approved procedures and checklists.
- Incident & Problem Management: Diagnose incidents, perform troubleshooting, apply approved workarounds, and coordinate with internal teams or third-party vendors for permanent resolution. Perform root cause analysis for recurring or major incidents.
- Documentation: Maintain application support documentation including SOPs, known error records, run books, user guides, issue logs, and configuration records.
- User Support: Assist users with system usage issues, data validation, report generation, and functional troubleshooting within approved processes.
- System Maintenance: Coordinate application patching, upgrades, parameter changes, testing, and controlled deployments in line with change management requirements.
- Testing & Projects: Participate in testing fixes, patches, releases, and projects, including UAT support, defect logging, and production readiness activities.
- Reporting: Support report generation, regulatory extracts, operational data requests, and reconciliation outputs accurately and within timelines.
- Vendor Management: Liaise with vendors on bugs, incidents, service requests, and preventive maintenance to ensure SLA adherence.
- Compliance & Audit: Support audit, compliance, and risk activities by maintaining evidence and ensuring adherence to IT policies and standards.
- DBA Support: Provide first-level Database Administration (DBA) support, including initial incident assessment and monitoring of database health.
Job Experience & Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
- 2-4 years’ experience in application support, business systems support, IT operations, or systems administration in a structured environment.
- Working knowledge of SQL, databases, operating systems, and application troubleshooting.
- Exposure to banking applications (Finacle), payment systems, middleware, or regulatory systems is an added advantage.
Skills & Competencies
- Strong analytical and problem-solving capability.
- Good understanding of incident, problem, and change management practices.
- Ability to document clearly and maintain structured support records.
- Understanding of application interfaces, jobs, APIs, and transaction processing environments.
- Good communication, coordination, and stakeholder engagement skills.
- Ability to work under pressure during critical incidents and period-end processing cycles.
- High attention to detail and service orientation.
