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JOB PURPOSE

The Channel Application Support role is responsible for managing, maintaining, and supporting the corporate’s web and mobile application and other integrated applications/services, ensuring high availability, optimal performance, security, and reliability of application services and environments. 

The position serves as a key liaison between business users, development teams, vendors, and infrastructure teams to ensure smooth day-to-day operations, timely resolution of application incidents, and continuous improvement of application services. 

The role also supports application deployments, troubleshooting, monitoring, compliance requirements, and service delivery to ensure seamless business operations and an excellent user experience.

JOB ACCOUNTABILITIES

• Key responsibilities include Incident Support and Management, Problem and Change management.

• Able to perform L2 application support, including troubleshooting/root-cause analysis. Undertake a secondary role as specialists / SME in selected business application.

• Communicate and work closely with other cross-functional teams on reported problems or enhancements needed. Together check, debug, rectify and test system on program error to ensure resolution. Ensure smooth workflow processed and attainment on service level commitment.

• Timely management of incident tickets and perform regular review on the incident ticket management with business, vendors and internal stakeholders to ensure ticket status are kept up to date and adherence to service level agreements.

• Plan and execute system upgrade or deployment to keep operational IT up-to-date and aligned with the organization’s needs. Coordinate with vendors and internal stakeholders to ensure successful deployment.

• Develop and maintain system documentation, including application standard operating procedures, configuration guides, and troubleshooting manuals.

• Maintain a strong understanding of IT operations standard and processes and regulatory requirements to ensure compliance and adherence to industry regulations and standards.

• Scheduled 24/7 on-call support, project and infrastructure support and disaster recovery exercise after business hours.

JOB REQUIREMENTS

• Degree in Information Technology / Computer Science or equivalent.

• Understanding of software development lifecycle (SDLC) and application release management.

• 3 - 5 years of experience in production support, incident management, problem management, and root cause analysis.

• Ability to troubleshoot application, middleware, database, and integration issues across multiple technology layers.

• Experience in performing application deployment, patch management, health checks, and release implementation.

• Exposure to ITIL processes, including Incident, Problem, Change, and Service Request Management.

• Ability to support applications in a 24x7 mission-critical environment, including participation in on-call or standby support rotations.

• Strong analytical, troubleshooting, and problem-solving skills.

• Effective communication and interpersonal skills.

SKILLS

  3-5 years’ experience in below technologies.

• Java/JavaEE/JMS/Webservice technologies and web based application development. Familiar with application deployment in Application Servers such as Oracle Weblogic IBM Websphere, IBM Liberty or Apache Tomcat.

• Good understanding of application integration technologies, API gateway concepts, message-based integrations, and secure API communication.

• Unix/Linux shell scripting for application support, automation, troubleshooting, and batch processing.

• Oracle DB SQL knowledge including stored procedures, packages, functions, and query development. Familiarity with database performance tuning, query optimization, data analysis, and troubleshooting is an added advantage.

• Knowledge of Couchbase Database is an added advantage.

• Understanding of infrastructure and security requirements that support fraud management, customer-facing digital platforms, and critical banking applications.

• Ability to work independently while collaborating effectively with business users, developers, infrastructure teams, vendors, and external stakeholders.

• Ability to manage multiple priorities and work effectively under pressure in a fast-paced environment.

• Proactive mindset with a focus on continuous improvement, operational excellence, and service reliability.