Application Support Analyst

SUMMARY OF ROLE:

The Application Support Analyst is responsible for ensuring the stability, availability, and optimal performance of enterprise and core banking applications. The role provides end-to-end application support, incident and problem management, system monitoring, and coordination with internal teams and vendors to ensure uninterrupted banking operations while maintaining compliance with bank policies and regulatory requirements.

KEY RESPONSIBILITIES:

Responsibilities

Application Support & Operations

•            Provide day-to-day support for enterprise and banking applications to ensure high availability, system stability, and minimal downtime.

•            Deliver Level 2 and Level 3 applications support and act as an escalation point for critical system issues.

•            Monitor system performance, conduct regular health checks, and ensure data integrity across integrated platforms.

Incident & Problem Management

•            Manage application incidents, including investigation, root cause analysis, resolution, and post-incident reviews.

•            Coordinate closely with infrastructure teams and vendors to resolve complex application issues within agreed SLAs.

•            Track and manage service requests, incidents, and change tickets in line with ITIL processes.

Change, Release & Deployment Support

•            Support system deployments, upgrades, patches, and enhancements in coordination with change and release management teams.

•            Participate in testing activities to ensure system changes are implemented with minimal business disruption.

•            Ensure proper documentation and approvals are in place for all system changes.

Integration & Technical Coordination

•            Support application integrations and data flows between enterprise systems using APIs, middleware, and interface monitoring tools.

•            Work closely with business users to understand functional requirements and translate them into technical support solutions.

Business Continuity & Disaster Recovery

•            Participate in disaster recovery drills and ensure application readiness for business continuity.

•            Support production continuity planning and recovery activities for critical systems.

Team Management & Leadership

•            Support the day-to-day supervision of the application support team to ensure effective service delivery and adherence to SLAs.

•            Allocate and monitor team workload to ensure timely resolution of incidents, requests, and system issues.

•            Act as an escalation point for critical application issues and ensure proper coordination with internal teams and vendors.

•            Provide guidance, coaching, and on-the-job support to team members to enhance technical capabilities and performance.

•            Monitor team performance and ensure compliance with IT policies, procedures, and operational standards.

•            Promote continuous improvement within the team to enhance efficiency, system performance, and service quality.

•            Support knowledge sharing, documentation practices, and cross-training within the team to ensure operational continuity.

Process Innovation, Automation & Digitalization:

•            Drive continuous process improvement through innovative, automated, and digital solutions once required

Business Control & Governance

•            Ensure adherence to the bank's policies, regulatory requirements, and industry standards in all operational activities.

Self/People Development & Continuous Learning:

•            Continually update oneself through knowledge acquisition, on-the-job training, or project involvement; advocate and support others to do the same.