Application Support Specialist

Overview

We are looking for a skilled Application Support Specialist to deliver comprehensive functional and technical assistance for omni-channel banking platforms such as Branch Banking, Mobile Banking, Retail Internet Banking, and Corporate Internet Banking. The role involves monitoring applications, managing incidents, analyzing logs, aiding deployment processes, resolving production issues, validating releases, and collaborating across teams to maintain optimal operation and high availability of key banking systems.

Primary Responsibilities

• Provide daily production support for omni-channel banking applications and handle Business-As-Usual (BAU) support requests.
• Analyze, prioritize, and resolve incidents and service requests following SLA requirements, collaborating closely with business users and technical teams; escalate critical issues as needed.
• Monitor application health and performance through APM tools, scrutinize logs and system reports, identify recurring issues, conduct preliminary Root Cause Analysis (RCA), and suggest risk mitigation actions.
• Support application deployments and release activities, including participation in weekend deployments, validate application performance post-deployment, and engage in Change Management for smooth rollouts.
• Assist with patch management, database upgrades, disaster recovery exercises, and validate production environment after infrastructure updates to ensure continuous availability of banking channels.
• Conduct SQL data validations, troubleshoot Linux servers, examine Java application logs, assist development teams in defect resolution, and support investigations into APIs and microservices.
• Collaborate closely across departments including Development, QA, Infrastructure, Business units, and DBAs; actively participate in Agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Drive continuous improvement efforts by enhancing monitoring and operational workflows, recommending automation possibilities, sustaining application stability projects, and maintaining operational documentation and knowledge base articles.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, Information Systems, Electronics & Communication, or related fields.
• 3 to 7 years experience in Application Support, Production Support, or Application Operations, preferably within banking or financial sectors with omni-channel banking exposure.

Technical Expertise

• Experience in application and production support including incident and service request management, RCA, application and log monitoring, and performance tracking.
• Knowledge of banking applications related to Branch Banking, Mobile, Retail Internet, Corporate Internet Banking and omni-channel digital platforms.
• Strong database skills including Oracle SQL, MySQL, SQL query writing, data validation, and troubleshooting.
• Familiarity with Linux operating systems: basic administration, commands, shell navigation, and log analysis.
• Understanding of programming languages and web technologies such as Java, JavaScript, HTML, and basic debugging.
• Working knowledge of monitoring tools like AppDynamics and other Application Performance Monitoring solutions.
• Experience in deployment, release management, patching, disaster recovery, change management, and production validation tasks.
• Understanding of banking technologies including API integration, REST APIs, microservices, and digital channel operations.
• Competency with ticketing platforms such as ServiceNow, JIRA, and Remedy.
• Familiarity with Agile and DevOps methodologies, including scrum events and sprint management.

Professional and Interpersonal Skills

• Strong analytical thinking, problem-solving abilities, root cause analysis proficiency, and incident management expertise.
• Effective stakeholder communication and team collaboration skills.
• Detail-oriented with excellent documentation capabilities, time management skills, accountability, and ability to multitask efficiently.