Requirements
Requires a Bachelor's degree in Computer Science, IT, or a related field, with experience in application support, production support, or IT operations. Must possess strong analytical and troubleshooting skills, the ability to perform preliminary RCA, and good verbal and written communication. Willingness to support weekend deployments and extended hours is essential. Technical skills include Oracle SQL, MySQL, Linux/Unix servers, basic Java, JavaScript, HTML, and APM tools like AppDynamics.
Description
Job SummaryWe are seeking an experienced Application Support Specialist to provide end-to-end functional and technical support for the bank's omni-channel applications, including branch banking web applications, mobile banking, retail internet banking, and corporate internet banking platforms.The role will be responsible for BAU support, incident and service request management, application monitoring, log analysis, preliminary RCA, release and deployment support, and coordination with development, QA, infrastructure, and business teams to ensure stable and reliable application operations.Key Responsibilities1. Application & BAU SupportHandle BAU support emails, user queries, service requests, and incidents.Analyze, prioritize, troubleshoot, and resolve application issues.Ensure timely ticket updates and adherence to defined SLAs and compliance requirements.Escalate complex issues to development, infrastructure, or relevant technical teams.2. Application Monitoring & TroubleshootingMonitor application error logs, health logs, and performance metrics.Use AppDynamics (AppD) or similar APM tools for application monitoring.Identify application anomalies, recurring incidents, and potential risks.Perform preliminary Root Cause Analysis (RCA) and document findings.Monitor dashboards and proactively identify issues before they impact users.3. Deployment & Release ManagementSupport weekend deployments, application releases, and change activities.Perform functional and technical validation after deployments.Verify application availability and stability following releases.Coordinate with relevant teams during release and change windows.4. Technical & Infrastructure SupportParticipate in patch management, Disaster Recovery (DR) drills, database upgrades, and infrastructure activities.Perform application validation during DR exercises and technical maintenance.Support troubleshooting activities involving application, database, and Linux environments.5. Database & Application SupportPerform basic troubleshooting using Oracle SQL and MySQL.Execute queries for data lookup, validation, and issue investigation.Review application logs and perform basic technical analysis.Use basic knowledge of Java, JavaScript, and HTML to understand and troubleshoot application issues.6. Agile & DevOps CollaborationParticipate in Agile ceremonies including stand-ups, sprint discussions, and retrospectives.Work closely with development, QA, infrastructure, DevOps, and business teams.Support DevOps-aligned release and operational processes.Contribute to continuous improvement of application support processes.Required QualificationsBachelor's degree in Computer Science, Information Technology, or a related field.Experience in application support, production support, or IT operations.Strong analytical and troubleshooting skills.Ability to perform preliminary RCA and identify recurring issues.Good verbal and written communication skills.Ability to work effectively with cross-functional teams.Willingness to support weekend deployments and extended hours during critical releases.Required Technical SkillsOracle SQL & MySQLLinux/Unix servers and basic Linux commandsJava – basic understandingJavaScript – basic understandingHTML – basic understandingAppDynamics (AppD) or similar APM/monitoring toolsApplication log monitoring and troubleshootingIncident and Service Request managementRelease and deployment supportPatch management and DR supportPreferred SkillsBanking / Financial Services experienceOmni-channel banking application experienceMobile BankingRetail Internet BankingCorporate Internet BankingBranch Banking applicationsAPI integrations and microservicesServiceNow, JIRA, Remedy, or similar ticketing systemsKnowledge of Agile and DevOps practicesKey CompetenciesApplication troubleshootingIncident managementPreliminary RCAProactive monitoringProblem-solvingAttention to detailOwnership and accountabilityCustomer-centric approachTeam collaborationAbility to manage multiple prioritiesStrong communication skills