Application Support

Key Responsibilities

24x7 Production Support & Monitoring

• Provide weekend & holiday standby support in shift rotations.
• Monitor system alerts and logs, taking immediate corrective actions.
• Raise and manage support tickets, coordinating with internal and external teams.

Incident & SLA Management

• Log, track, resolve incidents within agreed SLAs.
• Escalate critical issues to L3 support or vendors when necessary.
• Conduct root cause analysis (RCA) and document resolutions.
• Update Workaround Register with new solutions.

Change & Release Management

• Deploy software updates, patches, and code releases (weekend deployments).
• Handle customer onboarding setup for file transfer services.
• Ensure compliance with bank's change management & approval processes.

Capacity & Risk Management

• Monitor production and DR environments to ensure system health.
• Identify risks related to capacity constraints, software end-of-life, and environment stability.
• Ensure security controls, inventory tracking, and access control compliance.

Disaster Recovery (DR) & Business Continuity (BCP)

• Ensure DR environment is up-to-date with production systems.
• Participate in bank-wide DR drills and ensure system BCP compliance.

Reporting & Documentation

• Prepare weekly and monthly system health reports.
• Maintain proper documentation for incident handling, changes, and RCA reports.

Required Qualifications & Skills

Education:

Bachelor's or Master's Degree in IT, Computer Science, or related fields.

Experience:

1 to 2 years of IT experience (preferably in middleware solutions).

Background in system support, IT operations, or application troubleshooting.

Technical & Functional Skills:

Middleware Technologies: IBM Sterling Commerce, Axway MFT.

Incident & Ticketing Systems: ServiceNow, Jira, Remedy.

Monitoring & Troubleshooting: Log analysis, issue diagnosis, system alerts.

File Transfer Protocols: FTP, SFTP, MFT operations.

Change & Release Management: Deploying updates, handling approvals.

Soft Skills:

Strong troubleshooting & analytical skills.

Excellent communication & coordination with multiple teams.

Ability to work in shift-based 24x7 support environments.

Who is a Good Fit for This Role

Candidates with 1-2 years of IT support, application support, or middleware experience.

Willing to work in shift-based, 24x7 environments.

Comfortable with incident resolution, troubleshooting, and system monitoring.

Experience in file transfer technologies, change management, or middleware tools is a plus.