Mobile Application Support Expert

Job Purpose:

The Mobile Application Support Expert ensures the availability, stability, security, and performance of the Bank's mobile banking application across iOS and Android platforms, supporting seamless digital banking services and customer experience. He/ She manages the end-to-end mobile application lifecycle, including technical support, development, system integrations, enhancements, deployments, and production releases while ensuring compliance with the Bank's technology standards and regulatory requirements.

The role drives continuous improvement of the Bank's mobile banking capabilities by optimizing application performance, strengthening security, resolving technical issues, and collaborating with relevant stakeholders to support the Bank's digital transformation objectives.

Key Accountabilities:

• Manages the end-to-end technical operations and support of the Bank's mobile banking application across iOS and Android platforms, ensuring availability, stability, performance, and service continuity.
• Provides Level 2 and Level 3 technical support by investigating, troubleshooting, and resolving application incidents, service requests, and production issues within agreed Service Level Agreements (SLAs).
• Oversees the configuration, maintenance, and performance of Temenos Fabric and Visualizer platforms, including Identity, Integration, Orchestration, Object, and Engagement services.
• Monitors mobile application performance, system availability, crash reports, API response times, and transaction success rates to ensure reliable and efficient digital banking services.
• Performs root cause analysis for recurring application issues and implements corrective and preventive measures to minimize service disruptions and improve application reliability.
• Develops, tests, and implements application enhancements, bug fixes, and new functionalities in accordance with approved business requirements, technical standards, and development practices.
• Manages the end-to-end mobile application release lifecycle, including system deployments, User Acceptance Testing (UAT), application publishing on the Apple App Store and Google Play Store, and certificate management.
• Plans and coordinates mobile application upgrades, Temenos Fabric enhancements, system migrations, and deployment activities to ensure successful implementation and minimal business disruption.
• Manages application integrations between Temenos Fabric, Temenos Transact (T24), APIs, and other internal and external systems to ensure seamless functionality and transaction processing.
• Implements and maintains mobile application security controls, including Multi-Factor Authentication (MFA), device binding, SSL pinning, and root or jailbreak detection to safeguard customer information and banking transactions.
• Coordinates the resolution of Vulnerability Assessment and Penetration Testing (VAPT) findings, security vulnerabilities, and audit observations in collaboration with Information Security and relevant stakeholders.
• Supports the enhancement of Continuous Integration and Continuous Deployment (CI/CD) practices, automated testing, and release management processes to improve application delivery and operational efficiency.
• Collaborates with business users, Technology & PMO, Information Security, Infrastructure, Temenos, and other service providers to resolve technical issues and support mobile banking enhancements.
• Maintains technical documentation, application configurations, operational procedures, system integration records, and support runbooks to ensure effective application lifecycle management.
• Prepares and monitors application performance reports, operational KPIs, incident trends, and service metrics to support management reporting and continuous…