Assistant Manager – Application Support

The Assistant Manager – Application Support ensures the availability, stability, performance, and continuous support of the Bank's business applications by providing technical and functional support, managing production incidents, and maintaining service continuity. He/She monitors production systems, resolves application issues, supports business users, coordinates system changes and releases, and collaborates with internal teams and vendors to ensure applications operate efficiently and in accordance with agreed service levels.

The Assistant Manager – Application Support drives continuous service improvement by proactively identifying risks, enhancing application reliability, and ensuring compliance with the Bank's technology standards, governance frameworks, and operational requirements.

• Monitors the availability, performance, and health of the Bank's business applications to ensure service continuity and optimal system performance.
• Provides Level 1 and Level 2 application support by diagnosing, troubleshooting, and resolving production incidents and technical issues within agreed service level agreements (SLAs).
• Investigates application incidents, performs root cause analysis, and implements corrective and preventive actions to minimize service disruptions.
• Performs routine health checks, preventive maintenance, and system monitoring activities to proactively identify and address potential issues.
• Supports business users by resolving application-related queries, service requests, and technical issues while ensuring a high level of customer service.
• Manages application configurations, user access, and system settings in accordance with approved policies, procedures, and security requirements.
• Collaborates with Technology teams, vendors, and third-party service providers to resolve complex technical issues and improve application stability.
• Coordinates with Infrastructure, Database, Network, Information Security, and other Technology teams to support integrated service delivery and issue resolution.
• Supports application deployments, system upgrades, patches, and production releases while ensuring successful implementation and minimal business disruption.
• Participates in system testing, user acceptance testing (UAT), validation activities, and post-implementation monitoring to ensure successful production deployments.
• Works closely with the Service Management team to manage incidents, problem records, change requests, and production releases while ensuring timely resolution and proper documentation.
• Maintains accurate documentation of application configurations, support procedures, known errors, resolutions, and operational knowledge.
• Monitors recurring issues and service trends, recommending continuous improvements to enhance application reliability, availability, and operational efficiency.
• Ensures compliance with the Bank's technology policies, information security standards, regulatory requirements, and operational procedures.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Minimum 5 years of experience in application support, production support, or technology operations within the banking or financial services sector.
• Experience supporting business-critical applications in a production environment.
• Strong knowledge of incident, problem, change, and release management processes.
• Experience working with business users, technology teams, vendors, and third-party service providers.
• Experience supporting production releases, system upgrades, patch deployments, and post-implementation activities.
• Familiarity with IT Service Management (ITSM) tools such as Jira, Manage Engine, or similar platforms.
• Knowledge of banking applications, system integrations, and production support best practices is preferred.