Role overview
What you'll be stepping into
The job holder will be responsible for the proactive identification, isolation, and resolution of issues within the business applications environment.
The successful candidate will ensure platform uptime and service availability, respond to customer trouble tickets escalated from front-end support teams within the agreed Service Level Agreements (SLAs), and ensure the efficient operation and maintenance of business applications.
Key Responsibilities and Deliverables
Monitor IT application uptime and performance using monitoring tools, alerts, dashboards, and other relevant systems.
Analyse and resolve application-related issues escalated from the Bank's Level 2 support team during operations.
Maintain proper documentation and logs of identified issues and the resolutions provided.
Coordinate with application vendors when addressing product bugs, enhancement requirements, or other application-related issues.
Follow up with vendors to ensure timely resolution of application problems and implementation of required solutions.
Take ownership of all application-related calls, problems, and incidents assigned through the IT service desk system.
Conduct problem investigations and analysis, follow up with relevant teams, and regularly update incident status until resolution and closure.
Schedule, plan, and execute the installation and testing of new products, upgrades, patches, and improvements to business applications.
Gather system enhancement requests, data extraction requirements, and reporting needs from system users.
Work closely with the Information Technology team to develop detailed technical requirements and resulting specifications.
Maintain banking systems performance through proactive system capacity and availability monitoring and analysis.
Perform application performance tuning and troubleshooting.
Troubleshoot network-related problems and escalate unresolved issues to the relevant vendor or support team.
Support the continuous availability, reliability, and efficient operation of the Bank's business applications.
Business Behaviours
Passion
Committed to excellence, delivering outstanding results, and making a positive impact on customers and stakeholders.
Teamwork
Collaborates effectively, demonstrates mutual respect, and values diverse perspectives to achieve shared success and deliver greater value to the Bank.
Integrity
Upholds honesty, transparency, and accountability while ensuring ethical practices in every action.
Innovation
Embraces creativity and forward-thinking approaches and continually seeks new solutions to enhance customer experience and drive business growth.
Qualifications, Experience and Competencies
Academic Qualifications
Bachelor's degree in Information Technology, Computer Science, Business, Software Engineering, Electrical Engineering, Telecommunications Engineering, or a related field.
Certification in an IT-related course is an added advantage.
Practical training in relevant IT-related short courses is desirable.
Professional Experience
At least 2 years of experience working in an IT department within a busy organisation.
Technical Skills and Competencies
The successful candidate should have:
Advanced knowledge of Dockerisation and containerisation.
Advanced knowledge of Unix/Linux operating systems.
In-depth experience with SQL and database management systems, including:
Oracle
Microsoft SQL Server
PostgreSQL
MySQL
In-depth experience with Windows operating systems.
Programming experience in one or more languages, such as:
Python
C#
PHP
JavaScript
Java
Strong troubleshooting and problem-solving skills.
Ability to diagnose and resolve user and application-related problems.
Knowledge of scripting.
Application Requirements
Applicants should submit the following documents:
Cover letter
Detailed Curriculum Vitae (CV)
Copies of academic documents
How to apply