Job Description
Application Support Analyst is responsible for ensuring the stability, availability, and security of SWIFT-related applications and infrastructure supporting BNM's Real-Time Gross Settlement (RTGS) system (RENTAS) and SWIFT cross-border payment operations.
The role encompasses incident management, patch and version maintenance, performance monitoring, and coordination with internal and external stakeholders to sustain uninterrupted national payment services.
Responsibilities
Operational Support
- Provide Level 1 and Level 2 support for SWIFT applications and integrations with RENTAS and cross-border systems.
- Monitor system health, message flows, and interface connectivity between SWIFT Alliance, SWIFT Cloud, HSM, and BNM systems.
- Perform daily system checks and log reviews to ensure smooth operations.
- Provide 24/7 standby support on a rotational basis to respond promptly to critical incidents, ensuring minimal business impact.
Maintenance & Updates
- Execute regular patching, version upgrades, and configuration maintenance in compliance with security and vendor standards.
- Plan and coordinate maintenance windows, perform pre/post-checks, and validate successful completion.
- Ensure system patching and version compliance with SWIFT, vendor and BNM requirements.
- Work with infrastructure, cybersecurity, and vendor teams to address vulnerability remediation and configuration hardening.
Incident & Problem Management
- Troubleshoot and resolve incidents, escalating critical issues within SLA.
- Conduct root cause analysis (RCA) for recurring issues and recommend preventive actions.
- Maintain incident and change records aligned with ITIL best practices.
Change, Compliance & BCM
- Support change implementation activities including UAT, regression testing, and DR validation.
- Ensure audit and compliance documentation is complete and accurate.
- Participate in BNM or SWIFT-mandated upgrades, testing, and certification exercises.
- Conduct and support Business Continuity Management (BCM) activities, including failover and recovery test to ensure system redundancy and DR Readiness
- Perform regular system failover and switchback exercises, validating that primary and DR sites function seamlessly.
- Document BCM test results, track issues, and coordinate remediation to maintain operational resilience.
Continuous Improvement
- Contribute to automation, dashboarding, and process optimization to enhance operational efficiency.
- Identify opportunities to streamline monitoring or reporting using scripting or available tools.
- Support knowledge sharing and documentation updates within the support team.
Qualifications
Academic Qualifications: Bachelor's degree or higher qualification in Computer Science, Information Technology, Information Systems, Software Engineering or a related discipline.
Experience:
- 2-5 years of experience in application or system support, preferably in banking or financial services.
- Hands-on experience with SWIFT, BNM systems, or interbank payment platforms is a strong advantage.
- Certifications such as ITIL Foundation, SWIFT Certified Specialist, or CompTIA Server+/Security+ are desirable.
Knowledge: Good understanding of financial messaging systems such as SWIFT Alliance Access (SAA), Alliance Gateway (SAG), Alliance Cloud (AC) and HSM, along with familiarity in supporting BNM RENTAS, RTGS, and cross-border payment systems. Possesses working knowledge of Linux, AIX, and Windows Server, as well as basic networking concepts including TCP/IP, routing, and firewall configuration. Experienced in databases (Oracle, SQL Server, PostgreSQL), middleware (WebLogic, WebSphere, MQ), and system monitoring tools like IBM Cognos, TM1, or equivalent. Knowledge of ITIL, SDLC, BCM, and DR processes, with awareness of SWIFT CSP and BNM security requirements. Basic scripting skills using Shell, PowerShell, or Python, combined with strong analytical and troubleshooting capabilities, are essential to ensure reliable and secure system operations.
Only shortlisted candidate will be notified
